1st Line Support Engineer - Digital Operations

East and North Hertfordshire NHS Trust (Enherts-TR); United Kingdom; Remote; GBP 28,000 - 31,000; Full time

Job summary

East and North Hertfordshire Teaching NHS Trust is seeking a 1st Line Support Engineer for the Digital Operations service desk in Stevenage. The role supports IT users with first-line diagnostics and guidance, prioritising tickets and routing complex issues to IT staff to ensure timely resolution.

The position is permanent, full-time (37.5 hours) and sits in the NHS AfC Band 4 framework. A strong grounding in service desk operations and Windows/Office tools will help you excel in this busy

Qualifications

• Experience in IT support or service desk environments.
• Proficiency with Windows 11 and Office 365.
• Ability to prioritise and triage calls and work under pressure.

Responsibilities

• Provide first line diagnostic support and guidance to users.
• Maintain accurate incident records and service desk metrics.
• Participate in on-call rota and on-site cover as required.

Skills

IT support

First line support

Telephone triage

Customer service

Communication

Education

A level passes / BTEC or equivalent

ITIL Knowledge

Service Desk Training

Tools

Windows 11

Office 365

Service desk software

Job description

1st Line Support Engineer - Digital Operations

NHS AfC: Band 4

Main area ENH Digital Service Desk Grade NHS AfC: Band 4 Contract Permanent Hours Full time - 37.5 hours per week (Departmental On Call Rota) Job ref 361-8199552-A

Site Lister Hospital Town Stevenage Salary £28,392 - £31,157 per annum Salary period Yearly Closing 11/09/2026 23:59

Here at East and North Hertfordshire Teaching NHS Trust

Our mission is: Providing high-quality, compassionate care for our communities

Our vision to 2030 is: To be trusted to provide consistently outstanding care and exemplary service

Our values - We want our staff to believe in, demonstrate and live our values in everything we do. Our values are:

Include We value the diversity and experience of our community colleagues and partners, creating relationships and climates that provide an opportunity to share, collaborate and grow together.

Respect We create a safe environment where we are curious of the lived experience of others, seek out best practice and are open to listening and hearing new ideas.

Improve We are committed to consistently delivering excellent services and continuously looking to improve through a creative workforce that feels empowered to act in service of our shared purpose.

Job overview

We are recruiting for a Add Job Title who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

To provide a continually improve the efficiency of the Service Desk and in turn provide more efficient and effective service by adhering to agreed policies and procedures. You will perform first level diagnostic procedures to identify and rectify problems reported, offer telephone advice, guidance and/or resolution where possible, prioritise and filter service desk calls requiring further action and then forward these calls to appropriate IT staff.

At the heart of everything we do are our core values:Include,Respect, andImprove. We encourage you to embrace these values throughout the recruitment process and in your role with us.

Main duties of the job

Provide reports and statistics for management on service called received and Service Desk activity.

Maintain a configuration database of all Trust computer equipment, ensuring that data is accurate and up to date.

Together with Service Desk colleagues, provide cover for the Service Desk. Contribute to general IT office administration.

Distribute departmental procurement documents as and when requested. Provide documentation and maintain all incident reporting.

To participate if required in a 24x7x365 on-call rota as required.

To participate if required in a staff on-site rota covering out of hours/ unsociable hours.

Working for our organisation

At East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

We run the following hospitals:

• The Lister Hospital, Stevenage
• New Queen Elizabeth II (New QEII), Welwyn Garden City
• Hertford County, Hertford

We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda.

We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.

Detailed job description and main responsibilities

Please see the attached Job Description and Person Specification information pack for further detailed information regarding this role.

Person specification

Previous Experience

• IT support
• Office Admin Skills customer focused work, advanced keyboard skills
• Able to prioritize and triage telephone calls using own initiative
• Some experience of working under pressure and to tight deadlines
• Experience of Liaising with suppliers, colleagues and IT users
• Service Operations
• PC First Line Support
• Recent Customer Service Experience/Call Centre
• Worked in a large organization/busy office
• Preparations of short written reports

Qualifications/ Training

• A level passes, BTEC or equivalent
• Service Desk Operator Training, ITIL Knowledge
• Database Report Training

Other requirements

• Understanding of, and commitment to, equality, diversity and inclusion
• Role model our Trust values every day

Knowledge

• Knowledge of Windows 11, Office 2010 & 365use of Email and service desk software
• Printer and other IT Peripheral Operation
• Familiar with using a PC and standard office software
• NHS Mail

Skills

• Works well with management and peers
• Good telephone manner and communication skills
• Interpersonal Skills
• Keeps calm in busy pressurized situations
• Ability to learn and communicate technical information
• Ability to work on own or as part of a team

When you apply...

Please note we do not offer visa sponsorship for roles unless clearly stated in our adverts. This means even if you have the right to work currently but will require a new sponsorship to work for our Trust your application will not be considered.

Vacancies may close earlier than the advertised closing date where a high volume of applications are received. We therefore encourage you to submit your application as soon as possible to avoid missing out on the opportunity to join the Trust or develop your career with us.

While we recognise that AI can support in drafting an application, you are encouraged to clearly demonstrate your personal skills, experience and behaviours that align with the role, and this is usually best done in your own words. We reserve the right to review all applications for the use of AI tools and where this is inconsistent with our values and standards of behaviour your application may be rejected

All correspondence relating to vacancies will be via the e-mail address you have provided on your application form. Some servers automatically send e-mails to your junk mail so please check as well as your inbox.

We are committed to fair, transparent and ethical recruitment. We will never ask applicants to pay fees at any stage of the recruitment process. All vacancies are advertised on our Trust Careers webpage and NHS Jobs, with applications managed through TRAC. We will only contact applicants through our official recruitment channels and Trust contact details.

Secondments/Fixed term

Where a vacancy is advertised as a temporary position, the duration will be specified in the advert. If the vacancy becomes permanent towards the end of the specified duration, the successful applicant may not be required to re-apply and can be slotted into the role on a permanent basis if appropriate.

If you are an internal applicant applying for a temporary working arrangement, please see the attached notes on secondments.

Committed to our Community

East and North Hertfordshire Teaching NHS Trust is committed to equality, diversity and inclusion for all job applicants, staff, patients and the wider community. We want to create a workforce which represents the communities we serve. We are on a journey to become a more inclusive organisation and we welcome applications from everyone regardless of their background. In particular we encourage applications from candidates with disabilities, and candidates from Black, Asian and Minority ethnic (BAME) backgrounds who are currently under-represented in various parts of our workforce .

We understand the importance of balancing work and home life. We are committed to support flexible working for our staff wherever possible and all our employees are given the opportunity to discuss potential for flexible working.

We are proud to be a Disability Confident employer and achieved our status in 2019.

We will remove barriers that prospective candidates might face at any stage of our recruitment process. If you have a disability and would like the advert in an alternative format, or would like to talk about how we can adjust the interview process to best support you, please contact us by emailing [e-mail]

We are also proud to support our UK armed forces by supporting Reservists, Cadet Instructors, Veterans and military spouses/partners into employment and offering supportive policies that value their contribution to the community and to our Trust.

We are committed to being a carer-friendly environment, addressing the complex needs of families with caring responsibilities. In partnership with Carers in Hertfordshire, all our working carers have access to support from recruitment. We are also a member of Carers UK, providing resources to make balancing work and caring easier. Our approach is inclusive, recognizing diverse challenges and creating a supportive environment where carers feel valued.

King's Trust Support

If you’re aged between 16 and 30 years-old, you can get FREE employability support from The King’s Trust. The King’s Trust will help build your CV and cover letter, offer advice and top tips for future interviews and support you with research about working in the NHS. Please contact Enquiries.H&[e-mail] for support.