Digital Service Desk Technician
The closing date is 03 August 2026
Following a successful go-live of the new Trust Wide Electronic Patient Record system, we are expanding our Digital Service Desk with a number of vacancies for a Digital Service Desk Technician.
This is a highly rewarding role where you will be the first point of contact for all digital-related issues, requests, and queries from our workforce and support services.
The digital service desk operates 7 days a week between 7am and 10pm; onsite working is required during these hours.
Main duties of the job
- Accurately record and triage digital-related issues, requests, and queries received by telephone, electronically, or in person using the Trust’s Service Desk system.
- Monitor open tickets against agreed SLAs and chase progress with support teams as appropriate.
- Manage the user experience and expectations by keeping staff updated on the status of their tickets.
- Carry out basic troubleshooting activities and provide first‑time fixes where possible.
Job responsibilities
- Handle first‑line support for digital services and issues.
- Triage and log incidents accurately.
- Ensure timely resolution of tickets within agreed service levels.
- Communicate effectively with end‑users and support teams.
- Escalate incidents appropriately.
Person Specification
Qualifications
- Higher National Certificate / Diploma or equivalent or relevant experience.
- Evidence of personal development.
- Higher National Certificate / Diploma or equivalent qualification in an IT related subject.
- NHS IT experience.
Experience / Knowledge
- Experience working in a customer-facing IT service delivery environment.
- Experience of providing a customer-focused IT front line service; experience in use of service desk systems and/or call distribution systems.
- Ability to communicate confidently via telephone with staff at all levels across the Trust.
- Ability to listen and diagnose correctly to ensure incidents are dealt with effectively.
- Ability to work under pressure and handle people in a courteous and sensitive manner.
- Working knowledge of local area networks, wide area networks and server support.
- Ability to communicate effectively and confidently with third‑party suppliers.
- 2nd line IT support experience.
- Advanced knowledge of IT systems such as networks and servers.
- ITIL or DevOps knowledge.
Employer name
Manchester University NHS Foundation Trust
£28,392 to £31,157 a year (pro rata)
Disclosure and Barring Service (DBS) check is required. Applicants will be subject to a DBS check and, if successful, the cost will be deducted from salary within the first three months of employment.
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