Senior IT Service Desk Lead - Onsite & SLA Focused Support

NHS Jobs; Brierley Hill; On-site; GBP 26,000 - 38,000; Full time

Job summary

NHS Jobs is seeking an IT Service Desk professional to provide daily user support, log calls, and ensure timely responses through to resolution. The role includes on-site support for Trust sites and maintaining accurate call notes.

You will monitor outstanding requests against SLAs, escalate where required, and report status to the Head of Digital and IT Support. Hardware, software, network, and phone support across the Trust are included.

Qualifications

• Provide daily IT service desk assistance and technical support.
• Log calls and ensure timely resolution following procedures.
• Provide on-site support for Trust sites.
• Maintain accurate call notes and follow escalation procedures.
• Monitor SLAs, prioritise requests and update users.
• Support hardware, software, network and phones across the Trust.
• Create, delete and manage user accounts.

Responsibilities

• Escalate complex faults as needed.
• Provide regular status updates to the Head of Digital and IT Support.
• Train junior staff and share technical knowledge.
• Document and maintain IT procedures and backups.

Job description

NHS Jobs is seeking an IT Service Desk professional to provide daily user support, log calls, and ensure timely responses through to resolution. The role includes on-site support for Trust sites and maintaining accurate call notes.

You will monitor outstanding requests against SLAs, escalate where required, and report status to the Head of Digital and IT Support. Hardware, software, network, and phone support across the Trust are included.