Service Desk Engineer – 1st/2nd Line Support

NHS; Liverpool; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare technology organization in Liverpool seeks an IT Service Desk professional to deliver 1st and 2nd line support. The ideal candidate will be experienced in handling customer communications, resolving incidents, and managing service desk activities efficiently. Skills in troubleshooting and a strong customer service orientation are essential. Experience in an NHS IT environment and relevant qualifications like MCP or MCSA are preferred. The role emphasizes proactive incident management and collaboration across teams.

Qualifications

• Experience in an IT Service Desk role.
• Substantial experience of using Microsoft Office applications.
• Experience working in NHS IT department.

Responsibilities

• Handle Service Desk telephone calls and record incidents.
• Monitor communication routes to the Service Desk and update incidents.
• Categorise and prioritise incidents and service requests.
• Provide 1st line support and resolve incidents at first contact.

Skills

Communication of complex technical information

Customer service and telephone skills

Problem solving and logical troubleshooting

Advanced keyboard skills

Education

MCP (Microsoft Certified Professional)

Higher National Certificate or Diploma in IT

MCSA (Microsoft Certified Systems Administrator)

Tools

Microsoft Office applications

Job description

A leading healthcare technology organization in Liverpool seeks an IT Service Desk professional to deliver 1st and 2nd line support. The ideal candidate will be experienced in handling customer communications, resolving incidents, and managing service desk activities efficiently. Skills in troubleshooting and a strong customer service orientation are essential. Experience in an NHS IT environment and relevant qualifications like MCP or MCSA are preferred. The role emphasizes proactive incident management and collaboration across teams.