Service Desk Agent

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Do you have a background in customer service and a good understanding of fundamental IT principles?

If so, a vacancy has arisen for a Service Desk Agent to join our busy IT Help Desk within the IM&T Department located at the Prestwich site of Greater Manchester Mental Health NHS Foundation Trust.

The IT Helpdesk is the first point of contact for staff when experiencing an IT issue. The role is varied and fast-paced, so we need someone who can remain calm under pressure on the phone with staff in high-pressure situations.

Full training will be provided to the successful applicant. In return, you need to be able to manage your own workload, ensure accuracy in your work, and demonstrate effective communication and customer service skills.

We are looking for someone who is keen, flexible, and self-motivated, capable of integrating quickly into our well-established team. If this sounds like you, then this could be the opportunity for you.

Main duties of the job

This is a busy and demanding role, involving tasks such as:

• Responding to incoming staff queries and requests via telephone, live chat, and online portal
• Account creation and management for computer access
• Creating NHS Registration Authority Accounts and Smartcards, including identity evidence checking
• Liaising with technicians and other IM&T staff regarding IT user requests
• Supporting the creation of guidance and process documentation

Working for our organisation

Greater Manchester Mental Health (GMMH) Foundation Trust employs over 6,400 staff across more than 160 locations. We provide inpatient and community mental health services across various areas in Greater Manchester and beyond.

Greater Manchester is a vibrant place to live and work, offering a mix of cultural, entertainment, and natural attractions. Our staff enjoy their work, opportunities for development, and a culture of innovation aimed at improving patient care.

Detailed job description and main responsibilities

See attached job description and person specification.

• Pay enhancements include 30% additional for evenings (8pm onwards) and Saturdays, and 60% for Sundays and bank holidays.
• Annual leave includes 27 days plus bank holidays, increasing to 29 after 5 years and 33 after 10 years.
• Additional benefits include cycle-to-work and salary sacrifice car schemes.

Person specification

Experience

• Experience working in an IT environment, supporting end-user hardware and software.
• Previous NHS IT experience is preferred.

Skills and Abilities

• Effective team working skills.
• Ability to organise and prioritise workload.
• Excellent interpersonal and customer care skills.
• Strong verbal and written communication skills.
• Self-motivated, adaptable, and enthusiastic about solving IT problems.

Other Requirements

• Ability to work under pressure and meet deadlines.

Applicants with experience in mental health, learning disability, or substance misuse services are encouraged to apply, whether as a service user or a carer.

The Trust is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults. We aim to have a workforce that reflects the diverse communities we serve and are committed to removing barriers to employment for under-represented groups, including BAME, Disabled, and LGBT+ communities.

For informal discussions or additional support regarding the recruitment process, please contact us. Sponsorship may be available for eligible roles meeting salary requirements, which are typically at least £23,300, or higher depending on circumstances.

Do you have experience outside the NHS?

We value diverse skills and experiences outside the NHS and will consider relevant experience when calculating salary upon appointment.