The Level 1 IT Service Desk Operator joins Royal Devon University Healthcare NHS Foundation Trust’s Digital Services Team. The role provides first-line support for digital and clinical digital services as part of the Trust’s 24/7 service desk. Shifts include 7.5-hour weekdays between 07:30 and 20:00 and 12- or 12.5-hour long days, with some shifts at home and others at the RDE Heavitree Service Desk Office. The post averages 37.5 hours a week and includes weekend and Bank Holiday cover; an A-level-equivalent or Level 3 IT qualification or first-line support experience is sought, with Devon NHS Priority and At Risk staff preferred.
What the job involves
- Provide first-line support for digital and clinical digital services during standard working hours
- Help support the Trust’s 24/7 IT Service Desk
- Work 7.5-hour shifts Monday to Friday between 07:30 and 20:00, and 12- or 12.5-hour long days as required
- Provide weekend and Bank Holiday cover
- Work from home on specific shifts and from the RDE Heavitree Service Desk Office
- Elicit and record information accurately in line with Standard Operating Procedures
- Prioritise and assign support calls according to service level agreements
What’s required
Qualifications
- IT qualification equivalent to A-level or a Level 3 Apprenticeship
Experience
- Proven first-line IT support in a fast-paced, high-standards environment
Skills & knowledge
- Teamwork and collaboration
- Proactive approach to delivering first-line support
- Effective verbal and written communication
- Accurately elicit and record information using Standard Operating Procedures
- Prioritise and assign support calls according to service level agreements
Other
- Weekend and Bank Holiday work as required
- Long days of 12 or 12.5 hours as required
Nice to have
- Familiarity with Active Directory
What’s offered
- Funding for care certificate, degree or leadership qualifications, plus study leave, CPD and rotational placements
- Flexible working schemes and family-friendly policies
- 27 days’ annual leave plus bank holidays, rising to 33 days plus bank holidays
- Occupational health services, counselling, wellbeing activities and groups
- Staff discounts on shopping, fitness and leisure, including Blue Light Card and Health Service Discounts
- Salary sacrifice options including onsite nursery and car lease schemes
- NHS Pension scheme
- Cycle to work scheme
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