Service Desk Agent

NHS; Salford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A regional health organization is looking for a full-time Service Desk Agent in Salford. The successful candidate will have skills in managing IT issues and delivering excellent customer service, providing support for applications and hardware. This role emphasizes problem resolution and ensuring minimal disruption to clinical services. Candidates should have relevant IT qualifications and experience in a customer service role, preferably within the NHS.

Benefits

Competitive benefits package

Flexible working opportunities

Annual leave allowance

Qualifications

• Experience managing IT issues including system accounts, applications, and hardware.
• Previous telephone and customer service experience.
• Previous experience in an NHS IT organisation.

Responsibilities

• Minimise lost clinical and operational time due to IT service incidents.
• Drive continual improvement in team service delivery.

Skills

Organisational skills

Excellent interpersonal skills

Excellent keyboard skills

High level of Customer Service skills

Education

NVQ Level 3 in IT or equivalent

GCSE English and Maths (grade A-C)

ITIL Foundation

Tools

Microsoft Office Products

Windows Operating Systems

Citrix infrastructure

Cisco / TCP / IP Network infrastructure

Job description

Service Desk Agent

The closing date is 10 October 2025

We have a vacancy for a full time Band 3 Service Desk Agent based the Northern Care Alliance NHS Foundation Trust. We are looking for someone who has experience managing IT issues, including system accounts, applications and hardware and can provide excellent customer service. The successful candidate will also need to have analytical skills to help drive continual improvement in the team and be continually checking if we are meeting the customers' needs. By joining the NCA group, you\'ll become part of a very ambitious and forward-thinking team and will play your part in helping the organisation work towards its ambition of becoming the safest organisation in the NHS.

Main duties of the job

The NCA Service Desk team have a singular focus on making sure that we are doing everything possible to minimising the amount of lost clinical and operational time owing to incidents relating to users\' access to IT services, systems and equipment. As a member of this team you\'ll need a relentless focus on customers\' needs and an analytical approach to incident management. As a member of the Service Desk you will be accountable for minimising the amount of lost clinical and operational time owing to incidents relating to users\' access to IT services, systems and equipment. Having a singular focus on making sure that we are doing everything possible to get colleagues back up and running quickly and simply whenever and wherever anything goes wrong.

About us

The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives. As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we\'re always looking for people who demonstrate our three core values - care, appreciate and inspire - to join our team. In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.

Job responsibilities

To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading. You can also read more information about working at the Northern Care Alliance within the attached Candidate Information Pack or by visiting our careers website: www.careers.northerncarealliance.nhs.uk

Person Specification

Qualifications

• NVQ Level 3 or equivalent in or in an IT related subject or equivalent experience
• GCSE English and Maths (grade A-C, or 4 and above)
• Evidence of continuous professional and personal development within the last 12 months
• ITIL Foundation

Experience

• Previous telephone and customer service experience
• Working knowledge and experience of all Microsoft office Products
• Previous experience in an NHS IT organisation
• Previous experience on a Service Desk

Skills

• Organisational skills
• Excellent interpersonal skills both written and verbal
• Excellent keyboard skills
• High level of Customer Service skills both by telephone and face to face

Knowledge

• Basic technical knowledge of Desktops so that user problems can be quickly diagnosed and resolved.
• Knowledge/experience of all Windows Operating Systems
• Knowledge of Citrix infrastructure
• Knowledge of Cisco / TCP / IP Network infrastructure

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Northern Care Alliance NHS Foundation Trust