Frontline IT Service Desk Specialist

Manchester University NHS Foundation Trust; Wythenshawe; On-site; GBP 28,000 - 31,000; Full time

Job summary

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

Qualifications

• 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

Responsibilities

• 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

Skills

Customer facing IT service delivery

Communication with staff at all levels

Listening and diagnosing incidents

Working under pressure

ITIL/DevOps knowledge

Teamwork

Education

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

Tools

Service desk systems

Call distribution systems

Job description

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