Digital Servicedesk Technician

Manchester University NHS Foundation Trust; Wythenshawe; Presencial; GBP 28.000 - 31.000; Jornada completa

Descripción de la vacante

Manchester University NHS Foundation Trust is seeking a Digital Servicedesk Technician to join the Digital Service Desk. You will be the first point of contact for digital-related issues and requests from our workforce, recording, triaging, and updating on ticket status to ensure timely resolution.

The role operates 7 days a week between 7am and 10pm, with onsite working required during these hours. The Trust prioritises excellent customer service and smooth delivery of IT support to clinical

Formación

• Experience in working in customer facing IT service delivery environment.
• Experience of providing a customer focussed IT front line service; experience in use of servicedesk systems and or call distribution systems.
• Ability to communicate confidently via telephone with staff at all levels across the Trust.
• An ability to listen and diagnose correctly in order to ensure that incident are dealt with effectively.
• Able to work under pressure. Must be able to handle people in a courteous and sensitive manner taking account of individual needs and concerns.
• Working knowledge of local area networks/wide area networks and server support.
• An ability to communicate effectively and with confidence to third party suppliers.
• 2nd line IT support experience
• Advanced knowledge of IT systems, such as networks, servers etc
• ITIL or DevOps knowledge

Responsabilidades

• Be the first point of contact for digital-related issues, requests, and queries from our workforce and Support Services.
• Accurately record and triage digital-related issues using the Trust's Service Desk system.
• Monitor open tickets against SLAs and chase progress with support teams as appropriate.
• Carry out basic troubleshooting activities and provide first-time fixes where possible

Conocimientos

Customer facing IT service delivery

Communication with staff at all levels

Listening and diagnosing incidents

Working under pressure

ITIL/DevOps knowledge

Teamwork

Educación

Higher National Certificate / Diploma or equivalent or relevant experience

Higher National Certificate / Diploma or equivalent qualification in an IT related subject

Evidence of Personal Development

NHS IT experience

Herramientas

Service desk systems

Call distribution systems

Descripción del empleo

Manchester University NHS Foundation Trust

Digital Servicedesk Technician

The closing date is 09 November 2026

We are looking to expand our Digital Service Desk witha number of vacancies to join us as a Digital Service Desk Technician. We're looking for talented people, with a passion for providing excellentcustomer service and a desire to help our trust provide high-quality care.

This is a highly rewarding role where you'll Be the first point of contact for all digital-related issues, requests, and queries from our workforce and Support Services.

The digital servicedesk operates 7 days a week between 7am and 10pm, onsite working is required for all staff during these hours of operation.

Main duties of the job

• Accurately record and triage digital-related issues, requests, and queries received by telephone, electronically, or in person using theTrust's Service Desk system.
• Monitor open tickets against agreed SLAs (Service Level Agreements) and chase progress with support teams as appropriate.
• Manage the user experience and their expectations by keeping them updated on the status of their reported Ticketso
• Carry out basic troubleshooting activities and provide first-time fixes where possible

About us

Join Manchester University NHS Foundation Trust (MFT), the largest provider of specialist services, and our Oxford Road Campus in Manchester, the largest health academic campus in Europe - a great place to shape your career.With a workforce of over 30,000 colleagues, we work together to deliver exceptional care to more than 1 million people every year.Behind every patient cared for are people like you - keeping services running smoothly, supporting clinical teams, and helping create safe, welcoming environments for patients and our people alike.At MFT, we believe in the power of teamwork, respect, and inclusion. Our People Plan reflects our commitment to making MFT a place where everyone feels they belong, where your ideas are heard, and your contribution is truly valued. Join us and work smarter with our digital technology and thrive in a collaborative culture that empowers you to deliver your best to ensure that your work behind the scenes creates seamless, high-quality care and exceptional patient outcomes.Whether you're just starting out or looking to grow, we offer clear pathways for development and a culture that supports your wellbeing, ambition, and success. Everything you do makes a real difference to the lives of others.At MFT, your role matters, your impact is real, and you're part of something bigger from day one.

Job responsibilities

IMPORTANT CANDIDATE INFORMATION

We welcome applications from a wide range of backgrounds and experiences.To help us manage applications fairly and give each one the time it deserves, our adverts may close early if we receive a high level of interest. Early applications are therefore encouraged.

Diversity Matters

MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, please contact the manager named below.

Use of Artificial Intelligence (AI) in your application

Here at Manchester University NHS Foundation Trust, were proud to be ALL HERE FOR YOU, for our patients, our communities, and each other.As part of our commitment to fairness, transparency, and personal integrity, we ask all applicants to ensure that their job applications reflect their own experiences, skills, and motivations. While AI tools can support spelling, grammar, or formatting, we expect that the content of your application, especially personal statements and responses to role specific questions is written by you. This helps us get to know the real you and ensures that our recruitment process remains equitable and meaningful for everyone.

Thank you for helping us uphold the values that make our Trust a place where people belong, grow, and thrive. We look forward to receiving your application.

Disclosure and Barring Service (DBS) check

As part of our commitment to safeguarding patients and staff, many roles at Manchester University NHS Foundation Trust (MFT) require a Disclosure and Barring Service (DBS) check. This is a standard process across the NHS and helps us ensure a safe environment for everyone.

What is a DBS Check?

A DBS check is a background check that reveals any criminal convictions, cautions, reprimands, or warnings. The level of check required depends on the role:

• Standard DBS: Checks for spent and unspent convictions, cautions, reprimands, and final warnings.
• Enhanced DBS: Includes the above, plus any additional information held by local police thats considered relevant to the role.
• Enhanced with Barred Lists: Includes all of the above, plus checks against the childrens and/or adults barred lists.

Who Needs a DBS Check

Most roles involving direct patient contact, working with children or vulnerable adults, or access to sensitive information will require a DBS check. The job advert and recruitment team will let you know if this applies to your role.

The Costs for a DBS

At Manchester University NHS Foundation Trust (MFT), roles that require a DBS check are subject to a cost recovery policy. This means that the cost of submitting and processing a DBS application if you are successful and join us, will be deducted from your salary within the first three months of employment. If, however, you withdraw from a conditional offer after the DBS process has begun, you will still be liable for the cost incurred.

For more information about the cost of the various types of DBS, please visit: https://www.gov.uk/government/news/dbs-fees-are-changing-in-december

DBS Update Service

Candidates are also expected to register with the DBS Update Service which must be completed within 30 days of the certificate being issued. This helps streamline future employment checks and supports safer recruitment practices. For more information, please visit the DBS Update Service.

Person Specification

Qualifications

• Higher National Certificate / Diploma or equivalent or relevant experience
• Evidence of Personal Development
• Higher National Certificate / Diploma or equivalent qualification in an IT related subject
• NHS IT experience

Experience/ Knowledge

• Experience in working in customer facing IT service delivery environment
• Experience of providing a customer focussed IT front line service; experience in use of servicedesk systems and or call distribution systems
• Ability to communicate confidently via telephone with staff at all levels across the Trust
• An ability to listen and diagnose correctly in order to ensure that incident are dealt with effectively
• Able to work under pressure. Must be able to handle people in a courteous and sensitive manner taking account of individual needs and concerns
• Working knowledge of local area networks/wide area networks and server support
• An ability to communicate effectively and with confidence to third party suppliers
• 2nd line IT support experience
• Advanced knowledge of IT systems, such as networks, servers etc
• ITIL or DevOps knowledge

Employer name

Manchester University NHS Foundation Trust

£28,392 to £31,157 a yearper annum (pro rata)