Digital Service Desk Technician

Ashford and St. Peter's Hospitals NHS Foundation Trust; Chertsey; On-site; GBP 30,000 - 33,000; Full time

Benefits offered by this job

NHS pension scheme

NHS discounts

On-site childcare

Professional development

Job summary

Ashford and St Peters Hospitals NHS Foundation Trust is seeking a Digital Service Desk Technician (Band 4) to join the proactive team on a full-time, on-site basis. You will provide first-line IT support to Trust staff across multiple sites, handling incidents via phone, in person, and remote access.

You will work with Windows 10/11 and Microsoft 365, develop skills with senior engineers, and contribute to a high-quality frontline service while embracing continuous professional development and

Qualifications

• Educated to at least HNC level, or equivalent qualifications or workplace experience.
• Working towards IT qualifications such as MCSE, CompTIA A+, or City & Guilds IT Practitioners Certificate.
• ITIL qualifications or experience or similar service management standards.

Responsibilities

• Provide first point of contact IT support for Trust staff by phone or in person.
• Resolve issues or escalate to senior staff or national helpdesk systems as needed.
• Assist with application problems, hardware faults, network issues, and training needs.
• Use Remote Assistance to support user devices when needed.
• Work as part of a team within ASPH IT Department to deliver a high quality frontline service.

Skills

Telephone support

Analytical skills

Problem solving

Communication

Education

HNC level or equivalent

IT qualifications (MCSE / CompTIA A+ / City & Guilds IT Practitioners)

ITIL qualifications or experience

Tools

Service desk tools

Job description

Main area Digital Services Grade NHS AfC: Band 4 Contract Permanent: 5 days per week, standard shift pattern, working across multiple sites, on site presence required Hours Full time - 37.5 hours per week (5 days per week, standard shift pattern, working across multiple sites) Job ref 323-AC2172-SK-B

Employer Ashford and St. Peter's Hospitals NHS Foundation Trust Employer type NHS Site St Peter's Hospital Town Chertsey Salary £29,812 - £32,715 pa, inc. HCAS Salary period Yearly Closing 11/10/2026 23:59

Digital Service Desk Technician

NHS AfC: Band 4

Job overview

Ashford and St Peters Hospitals NHS Foundation Trust (ASPH) are looking to recruit a new Digital Service Desk Technician to our proactive team. We provide a supportive environment which encourages self-development and allows staff to set time aside for further education. We encourage our Service Desk Technicians to work closely with the senior engineering teams to gain valuable experience and to be vocal with their ideas.

Please note we are unable to offer sponsorship for the role at this time.

Main duties of the job

Using the information provided by users (which may be sketchy and incomplete) either by self-logged tickets, telephone or in person, the post holder will use their knowledge and judgement to decide the best course of action for supporting the user. This could be by resolving the issue immediately or escalating the issue with senior staff and/or national helpdesk systems/3 rd party suppliers.

The range of issues dealt with includes

• application problems
• hardware faults
• network issues
• lack of user understanding
• training needs, and IT related advice requests
• RA support

The candidate will be expected to develop the skills to resolve a growing proportion of calls themselves, either by talking the user through the procedure, or by using Remote Control software to access the user’s device directly.

Working for our organisation

Ashford and St. Peters Hospitals NHS Foundation Trust is the largest provider of acute hospital services to Surrey residents, serving a population of 410,00 people and employing approximately 4,800 staff.

Our vision is to provide an outstanding experience and best outcomes for patients and the team.

We are committed to providing continuous professional development and flexibility to deliver our workforce plan.

We work in partnership with Royal Surrey Hospital NHS Foundation Trust through a collaborative Group Model, supporting joined-up services, workforce flexibility and development opportunities.

St Peter’s Hospital delivers complex medical and surgical care, maternity and emergency services. Day and Orthopaedic surgery, ophthalmology and outpatient services are delivered at Ashford Hospital. Additional services are delivered at Woking Community Hospital.

Our Values provide us with the behaviours we respect and can commit to. By living our values through our everyday interactions, we can build a stronger, more resilient, and forward- thinking organisation, guiding us to achieve success and make a positive impact on how we deliver our services.

We can offer you the full range of NHS benefits and discounts. Please note that adverts may close early, so early application is encouraged.

For more information about careers at ASPH please visit: www.asph-careers.org

Detailed job description and main responsibilities

The Digital Service Desk Technician provides the first point of contact for users experiencing difficulties with IT systems and services. The successful applicant will deliver high quality telephone and face-to-face IT support to Trust staff of all levels. Good written and verbal communication skills are essential, as is the ability to speak to staff about potentially complex IT issues in plain English. The candidate must be organised, calm and courteous in all situations. The candidate must be a good team player and show a willingness to learn and develop additional skills. A working knowledge of Microsoft Windows 10/11, iOS and Microsoft Office (standard and 365) suites is required and Ra support.

The successful applicant will be employed as part of a team of support staff responsible for delivering a high quality, professional front line service. The ASPH IT Department supports over 4,000 staff spread across two main sites and a further 2 community sites. We have a range of devices such as traditional desktops and laptops, plus a growing inventory of tablet and smart phone devices (mainly iOS).

ASPH is a supportive and inclusive organisation, we offer opportunities for learning & development, a well-being centre, access to the NHS pension scheme, work perks, NHS discounts, opportunities for flexible working and on-site childcare provision (nursery).

Qualifications & Further Training

• Educated to at least HNC level, or equivalent qualifications or workplace experience
• Working towards additional recognised IT qualifications such as MCSE (Microsoft Certified Systems Engineer) CompTIA A+, BTEC National Certificate and Diploma IT Practitioners, City & Guilds (E-Quals) IT Practitioners Certificate and Advanced Diploma (7266), or OCR (iPRO) Certificate for IT Practitioners.
• ITIL (Information Technology Infrastructure Library) qualifications or experience, or similar service management standards

Experience

• Experience of dealing with enquiries and investigating solutions in a modern IT environment.
• Experience in the delivery of customer service both face to face and remotely.
• Experience of working in team environments.
• Previous telephone support experience in a first line role.
• Some exposure to TCP/IP networking support.
• Previous experience of Service Desk and service management tools.
• Previous experience of testing and/or training IT systems

Knowledge

• Good understanding of Active Directory
• Good practical experience of Microsoft Windows 10 and 11, Microsoft 365
• Reasonable understanding of database principles, with a view to data input and manipulation.

Skills

• Confident and personable telephone manner
• Good analysis and problem solving skills
• Ability to work under pressure and concentrate for long periods of time
• Ability to communicate technical issues effectively and concisely to non-technical staffAbility to delegate duties to temporary work experience staff

Please note that adverts may close early, so early application is encouraged.

Certificate of Sponsorship

In line with UKVI guidance, we are unable to provide a Certificate of Sponsorship for Band 2 and Band 3 roles.