IT Service Desk Operator - Level 1

Bidvane; Exeter; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Funding for care certificate, degree/|

Study leave and CPD

Rotational placements

Flexible working schemes

Annual leave 27 days + bank holidays

Wellbeing services and counselling

Discounts (Blue Light Card, Health & S

NHS Pension scheme

Cycle to work scheme

Job summary

Royal Devon University Healthcare NHS Foundation Trust is seeking a Level 1 IT Service Desk Operator to provide first-line support for digital and clinical services within a 24/7 service desk. This role involves 7.5-hour shifts on weekdays between 07:30 and 20:00, plus longer days, weekends and Bank Holidays.

Some shifts are home-based, others at the RDE Heavitree Service Desk Office. The position requires an IT qualification equivalent to A-level or Level 3 Apprenticeship or proven first-line

Qualifications

• IT qualification equivalent to A-level or Level 3 Apprenticeship.
• Proven first-line IT support experience in a fast-paced environment.

Responsibilities

• Provide first-line support for digital and clinical digital services during standard working hours
• Help support the Trust’s 24/7 IT Service Desk
• Work 7.5-hour shifts Monday to Friday between 07:30 and 20:00, and 12- or 12.5-hour long days as required
• Provide weekend and Bank Holiday cover
• Work from home on specific shifts and from the RDE Heavitree Service Desk Office
• Elicit and record information accurately in line with Standard Operating Procedures
• Prioritise and assign support calls according to service level agreements

Skills

First-line IT support

Teamwork

Proactive approach

Verbal and written communication

Information elicitation per SOP

Prioritise calls per SLAs

Education

A-level or Level 3 Apprenticeship

Tools

Active Directory

Job description

The Level 1 IT Service Desk Operator joins Royal Devon University Healthcare NHS Foundation Trust’s Digital Services Team. The role provides first-line support for digital and clinical digital services as part of the Trust’s 24/7 service desk. Shifts include 7.5-hour weekdays between 07:30 and 20:00 and 12- or 12.5-hour long days, with some shifts at home and others at the RDE Heavitree Service Desk Office. The post averages 37.5 hours a week and includes weekend and Bank Holiday cover; an A-level-equivalent or Level 3 IT qualification or first-line support experience is sought, with Devon NHS Priority and At Risk staff preferred.

What the job involves

• Provide first-line support for digital and clinical digital services during standard working hours
• Help support the Trust’s 24/7 IT Service Desk
• Work 7.5-hour shifts Monday to Friday between 07:30 and 20:00, and 12- or 12.5-hour long days as required
• Provide weekend and Bank Holiday cover
• Work from home on specific shifts and from the RDE Heavitree Service Desk Office
• Elicit and record information accurately in line with Standard Operating Procedures
• Prioritise and assign support calls according to service level agreements

What’s required

Qualifications

• IT qualification equivalent to A-level or a Level 3 Apprenticeship

Experience

• Proven first-line IT support in a fast-paced, high-standards environment

Skills & knowledge

• Teamwork and collaboration
• Proactive approach to delivering first-line support
• Effective verbal and written communication
• Accurately elicit and record information using Standard Operating Procedures
• Prioritise and assign support calls according to service level agreements

Other

• Weekend and Bank Holiday work as required
• Long days of 12 or 12.5 hours as required

Nice to have

• Familiarity with Active Directory

What’s offered

• Funding for care certificate, degree or leadership qualifications, plus study leave, CPD and rotational placements
• Flexible working schemes and family-friendly policies
• 27 days’ annual leave plus bank holidays, rising to 33 days plus bank holidays
• Occupational health services, counselling, wellbeing activities and groups
• Staff discounts on shopping, fitness and leisure, including Blue Light Card and Health Service Discounts
• Salary sacrifice options including onsite nursery and car lease schemes
• NHS Pension scheme
• Cycle to work scheme