IT and Telephony Service Desk Operator

Royal Devon and Exeter NHS Foundation Trust; Exeter; Hybrid; GBP 10,000 - 40,000; Full time

Job summary

A prominent healthcare institution in Exeter is seeking an experienced Telecoms and Service Desk Operator to support digital services. The role involves first-line support and managing telecom services across hybrid shifts, offering unique development opportunities in a collaborative environment. Candidates with IT support experience are encouraged to apply.

Qualifications

• Experience providing telephone or IT support in a fast-paced environment.
• Passion for pursuing a career in Digital Services.
• Ability to follow Standard Operating Procedures.

Responsibilities

• Provide first-line support for Digital and Clinical Digital services.
• Manage Telecoms services and support during night shifts.
• Prioritize and assign support calls according to service level agreements.

Skills

Teamwork and collaboration

Effective communication

Proactive attitude

Experience with telephony systems

Familiarity with Active Directory

Job description

Role Summary

Exciting Opportunity to Join the Royal Devon’s Digital Services Team

The Royal Devon’s Digital Services Team is seeking an enthusiastic and skilled individual to support their commitment to providing efficient, sustainable IT support. This new hybrid role combines first-line support for Digital Services with additional responsibilities in Telecoms Services across Devon.

As part of the team’s expansion, we have introduced this role to spearhead the first phase of our redesigned IT service for the Trust and its stakeholders. We are looking for an experienced Telecoms and Service Desk Operator to fill this new combined role, offering a unique opportunity to contribute to the future of digital support services.

About the Role

For more information on the Job Description and Responsibilities please click the link below.

More detail about the role

This dual-purpose role involves monthly rotations between two key departments:

• IT Service Desk (Heavitree site): Delivering first-line support for Digital and Clinical Digital services during standard working hours.
• Telecoms Department (Wonford site): Managing all aspects of the Telecoms service and providing Service Desk support during night shifts (exact hours to be confirmed), operating on a 4 nights on/4 nights off schedule.

This rotation ensures exposure to diverse responsibilities across the Digital Services Team, with salary enhancements reflecting the unique shift patterns. The successful candidate will gain valuable experience and development opportunities to advance their career within the Trust's Digital Services Team.

What We’re Looking For

We welcome applications from:

• Candidates with proven experience providing telephone or IT support in a fast-paced, high-standards environment.
• Newly qualified individuals with a passion for pursuing a career in Digital Services.
• Candidates looking to secure a career in Digital Services within the Trust.

Key Skills and Attributes:

• Strong teamwork and collaboration skills.
• A proactive, “can-do” attitude with enthusiasm for delivering excellent first-line support.
• Effective verbal and written communication abilities.
• The ability to elicit and record information accurately, following Standard Operating Procedures.
• The capacity to prioritise and assign support calls appropriately according to service level agreements.
• Familiarity with telephony systems and/or Active Directory.

Why Join Us?

Digital Services is committed to fostering a learning culture, offering robust support for career progression within the department and across the wider Trust. This role is ideal for individuals seeking to broaden their expertise and play an integral role in enhancing the Trust’s Digital Services.

Working Pattern:There is a monthly rotation between standard office hours and night shifts (exact hours to be confirmed). Night shift work includes standard enhancements for working nights, weekends, and Bank Holidays.

Interview Date:To Be Confirmed

For further information please contact: Mike Kelly, Service Desk Manager

As an inclusive employer, the Royal Devon values diversity and is committed to creating a culture of inclusivity where everyone can be themselves and reach their full potential. We encourage applications from individuals of all backgrounds, cultures, and abilities. We also give priority to staff with ‘Priority’ and 'At Risk' status, including NHS At Risk staff throughout Devon.

The Royal Devon University Healthcare NHS Foundation Trust reserves the right to close the vacancy when sufficient applications are received.