Digital Services Helpdesk Agent

University-Hospitals-of-North-Midlands-Nhs-Trust; Stoke-on-Trent; On-site; GBP 26,000 - 27,000; Full time

Job summary

University Hospitals of North Midlands NHS Trust is seeking a Digital Services Helpdesk Agent (Band 3) based at Royal Stoke University Hospital. The role involves frontline ICT service desk support, handling incidents and service requests with a customer-focused approach.

The post includes an On-Call rota after training and requires experience in busy ICT Service Desk environments, along with ITIL practices and CRM familiarity. Competitive NHS band 3 salary and full-time hours are provided.

Qualifications

• Educated to GCSE level or equivalent relevant experience.
• Obtained or working towards EDCL qualifications.
• Experience working in a busy ICT Service Desk environment.
• Experience of ITIL working practices.
• Experience of managing small project(s).
• Experience of Customer Relation Management (CRM).

Responsibilities

• Deliver a first line support service via the Service Desk, receiving incidents and service requests from telephone, intranet and email.
• Offer advice to end users on IM&T, troubleshoot and ensure Trust standards are met.
• Work closely with IM&T teams on user issues and problem resolution and to provide cover when required.
• Ensure effective communication within IM&T teams, the Trust and third parties.
• Actively promote and market IM&T, including quality assurance and customer satisfaction surveys.

Skills

Customer service

Communication

ITIL

Teamwork

Problem solving

Multi-tasking

NHS experience

Prioritisation

Education

GCSE level

EDCL qualifications

Tools

CRM

Job description

Main area Information, Management & Technology (IM&T) Grade Band 3 Contract 6 months (Fixed Term until September 2027 - The post holder will also participate in an On-Call rota with other members of the team after training.) Hours Full time - 37.5 hours per week (9 - 5 ona rota basis of 8 - 4, 8:30- 4:30 , 9 - 5) Job ref 205-8174333-A

Employer University Hospitals of North Midlands NHS Trust Employer type NHS Site Royal Stoke University Hospital Town Stoke on Trent Salary £25,760 - £27,476 per annum Salary period Yearly Closing 21/09/2026 23:59

Digital Services Helpdesk Agent

Band 3

Job overview

At present, University Hospitals of North Midlands is unable to offer visa sponsorship for Band 2 to Band 4 roles, as these positions do not meet the minimum salary and skill thresholds required under UK Visas and Immigration (UKVI) regulations.

Previous applicants need not apply

IM&T service Desk Agent

The post holder will be a member of a team providing a customer sensitive and responsive support, fault resolution and advice service, which ensures the maximum availability, performance andutilisation of information systems by the IM&T Directorates customers / clients.
The post holder will also participate in an On-Call rota with other members of the team.

The post holder will also participate in an On-Call rota with other members of the team.

Main duties of the job

To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and email.

Offering advice to end users and customers on all areas of IM&T, how to troubleshoot and ensuring Trust standards are met. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.

To work closely with the all IM&T teams on user issues and problem resolution and to provide cover when required.

To ensure effective communication within IM&T teams, the Trust and third parties.

To actively promote and market IM&T, including assisting with quality assurance and customer satisfaction surveys.

Working for our organisation

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. We serve around three million people and we’re highly regarded for our facilities, teaching and research. The Trust has around 1,450 inpatient beds across two sites in Stoke-on-Trent and Stafford. Our 15,000 strong workforce provide emergency treatment, planned operations and medical care from Royal Stoke University Hospital and County Hospital in Stafford.

We are the specialist centre for major trauma for the North Midlands and North Wales. We have put together a wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their potential. Our goal is to be a world-class centre of achievement, where patients receive the highest standards of care and the best people come to learn, work and research.

Investing in the health and wellbeing of our staff is really important to us. We offer a range of options for our staff to help maintain a good work-life balance including full time, part time hours and bank hours. We are also committed to offering flexible working wherever we can and where relevant to the role and the service. You can select your preferences upon application.

Detailed job description and main responsibilities

For further information on this vacancy, please see the attached Job Description and Person Specification or contact the Hiring Manager.

Person specification

Education and qualifications

• Educated to GCSE level or equivalent relevant experience
• Obtained or working towards EDCL qualifications

Experience

• experience working in a busy ICT Service Desk environment
• Problem solving within a mixed computing environment
• Experience of working in a service delivery function
• Influencing the application of IT to working practices
• Experience of IT system administration
• Good communication and the ability to diplomatically deal with users of mixed IT ability.
• Flexible attitude to prioritisation of workload (to support the dynamic nature of the service).
• Multi-tasking ability required to deal with multiple incidents awaiting resolution
• Understanding of ITIL working practices
• Experience of managing small project(s)
• Experience of testing newly developed software and Reporting problems / issues.
• Experience of working in an NHS organisation
• Experience of Customer Relation Management

Skills, Ability & Knowledge

• Ability to work as part of a multi-disciplinary team
• High level of interpersonal skills, including active listening and understanding.
• Excellent written and verbal communication skills
• Broad knowledge of operational technology (OT) products, services and terminology
• Ability to handle confidential information
• Ability to think creatively, applying results of external research and best practice
• Ability to quickly assimilate new technologies / systems

Personal Qualities

• Ability to work flexibly
• Customer Service experience

Important information about your application

• All correspondence will be sent to you via the email address you applied from. Please ensure you check your emails regularly.
• References - please ensure you provide email addresses for all referees for the last three years of employment.
• We are committed to equality of opportunity and welcome applications from everyone regardless of ethnicity, disability, gender, age, faith or sexual orientation. Appointment will be based on merit alone.
• Flexible working will be considered in line with Trust policies
• New recruits are required to pay for their Disclosure and Barring Service check (and admin fee) prior to starting if the role requires a DBS check.
• We work with ‘trac.jobs’ to support out recruitment process. If you have any queries regarding this please read this privacy notice.

University Hospitals of North Midlands NHS Trust (UHNM) has been awarded the Gold Award for proudly supporting those who serve. We actively encourage applications from the Armed Forces community.

We will communicate with you regarding your job application via email. Please be aware that we cannot guarantee the security of any emails sent/received via non encrypted format.

If you are currently in the UK on a visa, you must have at least six months remaining on your visa at the time of your start date to ensure sufficient time for the operational and training process associated with the role. The requirement of at least six months remaining on your visa does not apply to a Skilled Worker Visa, as a new Skilled Worker Visa would be required for a new role.

In line with the change of Immigration rules on 8th January 2026 if you require Sponsorship through the Skilled Worker Visa you must be able to provide B2 English evidence before a Certificate of Sponsorship can be issued.

Visa eligibility notice:
The UK Home Office has imposed an emergency brake on specific visa routes.

• Skilled Worker visas cannot currently be issued to Afghan nationals.
• Study visas cannot currently be issued to nationals of Afghanistan, Cameroon, Myanmar or Sudan.
  As a result, we are unable to progress applications requiring sponsorship under these routes.

UHNM supports the responsible use of Artificial Intelligence (AI) to assist in preparing your supporting statement. However, we reserve the right to reject applications where AI has been used in a misleading manner, for example, by implying experience or understanding that the applicant does not possess or where its use is excessive or unfair. If AI has been used to support your application, you must declare this within your submission.

Employer certification / accreditation badges

Working Hours 8am to 5pm Monday to Friday (8am - 4pm, 8:30 am - 4:30pm, 9am - 5pm)

STRICTLY NO AGENCY CONTACT

This vacancy may close earlier if we have enough applications to review.