IT Service Desk Operator - Level 2 (Internal Only)

Royal Devon; Exeter; Hybrid; GBP 28,000 - 31,000; Full time

Benefits offered by this job

NHS Pension scheme

Cycle to work scheme

Blue Light Card / discounts

Job summary

The Royal Devon University Healthcare NHS Foundation Trust is seeking an IT Service Desk Operator - Level 2 (Internal Only) to deliver 2nd line IT support within a hospital setting. You will assist the Royal Devon Eastern Services and TSDFT, handling calls, user accounts, and Epic-related tasks.

We value teamwork and strong communication as essential to providing a unified, customer-focused service. The role is office-based with standard NHS working patterns and internal progression

Qualifications

• Experience providing 2nd line IT support in a hospital environment.
• Proficient in Active Directory and email account management.
• Familiarity with Epic clinical systems and Trust SLA requirements.

Responsibilities

• Provide first and second line IT support to the Royal Devon Eastern Services and TSDFT.
• Handle calls in line with the Trust SLA and manage user accounts.
• Perform remote break-fix and contribute to root-cause analysis.

Skills

Active Directory

Email provisioning

Epic support

IT Service Desk

SLA adherence

Team player

Job description

Vacancies IT Service Desk Operator - Level 2 (Internal Only)

Role Summary

A Band 4, Level 2 Service Desk Operator vacancy has become available due to internal promotion. This provides a great opportunity for the successful candidates to expand their knowledge and skillset for a career advancement within Digital Services. We are looking for an individual who have proven experience in providing IT Service Desk cover in a Hospital environment, supporting the RDUH and TSDFT Service Desks and Epic. The successful candidate must believe that team work is essential to provide a unified, customer focused service.

About the Role

More detail about the role

The Level 2 team provides first and second line support to the Royal Devon Eastern Services and TSDFT. The successful candidate will have proven experience in supporting all aspects of the Trust's IT Service Desk including proficiency in:

• answering support calls following the Trust SLA requirements
• creating and managing Active Directory and email accounts following stringent Trust policies and good IG practices
• supporting our EPR Epic clinical system

The candidate must also be able to demonstrate the following experiences and abilities:

• A friendly and helpful telephone manner
• Possess effective verbal and written communication skills
• An enthusiasm for providing first and second line support
• An excellent team player
• The ability to perform efficient root cause analysis
• A sound understanding of supporting Torbay and South Devon NHS Foundation Trust
• A sound understanding of supporting Epic
• A sound understanding of remote break-fix work
• Willing to go the "extra mile" to support the service

Working Pattern:37.5 hours per week, Monday to Friday. Note that weekend, Bank Holiday and "on call" work may be required and the role is office based.

Interview Date:Tuesday 10th November 2026

Please note, this is an internal vacancy for Royal Devon employees, therefore Bank workers are currently not eligible to apply for this vacancy.

For further information please contact:Mike Kelly, Service Desk Manager, on [e-mail]

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 believe in fostering a sense of belonging and actively encourage applications from individuals of all backgrounds, cultures, and abilities. We recognise the advantages of having a diverse workforce that reflects the communities we serve.

Preference will be given 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 vacancy when sufficient applications have been received.

The Royal Devon University Healthcare NHS Foundation Trust was established in April 2022, bringing together the expertise of both the Royal Devon and Exeter NHS Foundation TrustandNorthern Devon Healthcare NHS Trust.

About Us

Stretching across Northern, Eastern and Mid Devon, we have a workforce of over 15,000 staff, making us the largest employer in Devon. Our core services, which we provide to more than 615,000 people, cover more than 2,000 square miles across Devon, while some of our specialist services cover the whole of the peninsula, extending our reach as far as Cornwall and the Isles of Scilly.

We deliver a wide range of emergency, specialist and general medical services through North Devon District Hospital and the Royal Devon and Exeter Hospital (Wonford). Alongside our two acute hospitals, we provide integrated health and social care services across a variety of settings, including community inpatient hospitals, outpatient clinics, and within people’s own homes. We also offer primary care services, a range of specialist community services, and Sexual Assault Referral Centres (SARC).

Our state-of-the-art equipment, leading technologies and strong links to local universities put us at the forefront of research and innovations, enabling us to provide world‑class care to our local communities.

Our values are at the heart of everything we do, click here to find out more

It has never been a more exciting time to join the Royal Devon, as you will help to shape our services as we continue along our integration journey.

Looking after you is important to us.

We strive to help our staff create a healthy work-life balance through flexible working schemes and our family friendly policies.

If you are starting out in the NHS, you’ll start with 27 days paid annual leave (plus bank holidays), rising to 33 days plus bank holidays.

You will benefit from access to our own comprehensive occupational health services, including counselling, onsite wellbeing activities and groups.

We will work together to maintain a culture that develops and supports you and your team.

This might include funding for a care certificate, a degree or leadership qualifications. Or it might include days off to study, engage in CPD or rotational placements to help you hone your skills. Wherever you are heading in the NHS, we will help you get there.

Salary is not the only financial benefit

You will have access to an extensive range of staff discounts on shopping, fitness and leisure options and you can spread the cost of technology and home appliance purchases from major retailers. You will also have access to other benefits including:

• National discount services such as the Blue Light Card and Health Service Discounts.
• Salary sacrifice options including our OFSTED rated outstanding nursery onsite at Exeter
• Car lease schemes.
• The NHS Pension scheme (one of the most generous and comprehensive in the UK).
• Cycle to work scheme

These are just a few of the benefits available – if the role is something you are interested in, we would love to hear from you.

IT Service Desk Operator - Level 2 (Internal Only)

• Salary Band 4: £28,392 - £31,157 per annum pro rata
• Frequency Annual
• Vacancy Reference 185-663-14577
• Contract Type Permanent
• Closing Date 5 November, 2026
• Job Category Technology (IT)
• Location Gladstone House, Heavitree Hospital, Exeter, United Kingdom