Service Desk Technical Administrator

NHS; Colchester; Hybrid; GBP 24,000 - 26,000; Full time

Job summary

Join a leading NHS organization as a Service Desk Administrator, providing essential IT support to staff. This hybrid role requires effective communication and problem-solving skills, with opportunities for professional development. You'll work in a dynamic environment, contributing to healthcare excellence in East Suffolk and North East Essex.

Benefits

Training and development opportunities

Flexible working

Generous pension scheme

Annual leave

NHS discounts

Staff Wellbeing program

Qualifications

• Proven helpdesk/Service Desk support experience.
• Problem-solving and troubleshooting skills.
• Customer-facing experience.

Responsibilities

• Provide efficient first-line support to staff.
• Support Desktop Systems and Trust IT systems.
• Manage and escalate incidents according to SLAs.

Skills

Problem-solving

Customer-facing

Effective communication

Education

GCSEs at Grade C or equivalent

NVQ 2 in Business Administration or IT

Tools

MS Office

Windows 10 & 11

ServiceNow

Microsoft Teams

Job description

Job Summary

This is an exciting time for us; it could be for you too.

We are an ambitious trust with a simple vision: to provide the communities we serve with excellent healthcare and build a better future for the people of East Suffolk and North East Essex. To achieve this, we work closely with our local partners to deliver more joined-up services and care.

We want the best staff. You want to make a difference.

If your ambition matches ours, it's time to work together.

Opportunity

This is an outstanding opportunity for a Service Desk Administrator with IT skills and knowledge to join our IT Service Desk, based at either our Colchester or Ipswich site.

Please note, this is a Hybrid role requiring 2/3 days onsite at either hospital. Training will be provided onsite and is expected to last approximately 6 weeks.

Main Duties

1. Provide efficient and courteous first-line support to staff as part of the Trust's Service Desk.
2. Support Desktop Systems.
3. Support Trust IT systems and applications, managing and escalating incidents according to SLAs in coordination with support staff and third-party providers.
4. Demonstrate best practices in Service Desk operations.
5. Participate in the Trust's annual Performance Development Review process.
6. Undertake self-development, such as obtaining a professional qualification (e.g., MTA or MCSA).
7. Follow up on training and development needs outlined in your personal development plan and evaluate their effectiveness.

About Us

We are ESNEFT, providing hospital and community health services to nearly one million people across east Suffolk and north Essex. Our staff deliver care from hospitals in Colchester and Ipswich, as well as community hospitals, clinics, and in patients' homes.

We are one of the largest NHS organizations in England, employing over 12,000 staff.

We support our staff with training, development opportunities, flexible working, a generous pension scheme, annual leave, NHS discounts, and a Staff Wellbeing program.

Our philosophy is that 'Time Matters' to everyone. We are investing in digital transformation with a partnership with Epic, bringing a leading electronic patient record system to ESNEFT to improve hospital life for staff and patients.

If you're passionate about patient care and eager to develop your skills, we want to hear from you.

Learn more about living and working here: Video

Job Details

Posted: 16 May 2025

Salary: £24,625 to £25,674 per annum

Band: 3

Contract: Fixed-term, 6 months

Working pattern: Full-time

Location: Colchester or Ipswich Hospital

Reference: 432-HR235-25

Job Responsibilities

For full details, see the attached job description.

Person Specification

Qualifications (Essential)

• GCSEs at Grade C or equivalent, including Mathematics and English, or NVQ 2 in Business Administration or IT.

Desirable

• ITIL Foundation

Experience (Essential)

• Proven helpdesk/Service Desk support experience.
• Problem-solving and troubleshooting skills.
• Customer-facing experience.

Desirable

• NHS IT Support experience.
• Supporting business applications.
• Experience supporting a wide range of applications.
• Call handling experience.

Knowledge and Skills (Essential)

• MS Office (2016 and above).
• Efficient typing skills.
• Effective verbal and written communication skills.

Desirable

• Windows 10 & 11.
• Knowledge of ServiceNow.
• Proficient in Microsoft Teams.

Additional Information

This post is subject to the Rehabilitation of Offenders Act 1975. A Disclosure check via the DBS will be required.

Employer Details

East Suffolk and North Essex NHS Foundation Trust

Locations: Colchester Hospital / Ipswich Hospital, Colchester / Ipswich, CO4 5JL

Website: https://www.esneft.nhs.uk/