About this role
Job summary
We have an exciting opportunity to join our IT Service Desk team. The successful post holder will play a key role in delivering an excellent customer-focused service, providing responsive first-line IT support to staff across the Trust.
As a member of the IT Service Delivery team, the post holder will contribute to the provision of operational IT and customer support services during Service Desk operating hours.
The team is responsible for delivering first-line technical support to all SCFT staff, working closely with a wide range of clinical and non-clinical services. Duties include handling incoming telephone calls, logging and managing incidents and service requests, and assisting in the resolution of first-line technical issues in a professional and timely manner.
Please note: Due to recent changes in UK immigration and visa rules, this role may not be eligible for Skilled Worker visa sponsorship. Applicants who do not currently have the right to work in the UK may not be considered. Candidates requiring sponsorship should review the eligibility criteria on the gov.uk website before applying to assess their eligibility for a Certificate of Sponsorship for this role.
Skilled Worker visa: going rates for eligible occupation codes - GOV.UK
Health and Care Worker visa: If you'll need to meet different salary requirements - GOV.UK
Main duties of the job
- Provide first-line IT technical support to our user base, including all SCFT staff and external stakeholders.- Deliver a responsive, customer-focused Service Desk and first-line support service for all end-user devices, including PCs, laptops, tablets, mobile phones and other IT equipment, as well as associated software. Communicate technical information in a clear and accessible manner, adapting your approach where there may be barriers to understanding.- Ensure all support calls and requests are managed appropriately and in accordance with defined policies, procedures and agreed service level agreements (SLAs).- Undertake first-line fault diagnosis and resolution where possible.- Escalate incidents and service requests to second- and third-line support teams where a first-line resolution is not available or where on-site intervention is required, ensuring a consistently high standard of call quality and documentation.- Promptly escalate urgent incidents and those with a high clinical impact to the Service Desk Team Lead and IT Service Delivery Manager.- Provide support and advice to IT and Informatics colleagues, Trust managers and end users on the effective use and management of IT hardware and software.- Assist in the creation, maintenance and continuous improvement of departmental IT documentation, ensuring business-as-usual (BAU) support teams have access to accurate and up-to-date information.
About us
We are the main provider of NHS community services across East and West Sussex, with 6,000 staff serving 1.3 million people. We deliver essential care to adults and children, helping them manage their health, avoid hospital admissions, and reduce hospital stays.
Our Trust vision is to provide excellent care at the heart of the community. We offer opportunities across medical, clinical, support, and corporate services.
Why work for us?o Positive 2024 NHS Staff Survey results, highlighting compassionate leadership and wellbeingo Varied environments: community hospitals, patients' homes, and bases across Sussexo Flexible working options: part-time, flexi-time, annualised hours, and flexi-retiremento Excellent training, development, and research opportunitieso Accredited Living Wage Employer, we ensure fair pay for all our staffo Cost-effective workplace nurseries in Crawley, Hove, and Brightono Active EMBRACE, Disability & Wellbeing, LGBTQIA+, and Religion & Belief networkso Level 3 Disability Confident Leader and Veteran Aware Trust
Our values--Compassionate Care, Working Together, Achieving Ambitions, Delivering Excellence--guide everything we do.
We embrace diversity and encourage applications from all backgrounds, particularly from ethnically diverse, disabled, and LGBTQIA+ individuals. We aim to create an inclusive environment and support reasonable adjustments during recruitment.
This post may close early if sufficient applications are received.
Job description Job responsibilities
Key Responsibilities
Provide first-line support for desktops, laptops, printers and other IT equipment used across the Trust. Ensure all work is carried out in accordance with IT service management principles, ITIL-based processes, and Trust and IT policies and procedures. Deliver a high standard of customer service, managing support requests professionally and developing positive relationships with users across the organisation. Demonstrate a strong team ethos and contribute to the achievement of Informatics objectives and priorities through consistently high individual and team performance. Ensure information gathered during initial user contact is accurate, professional and relevant, enabling efficient diagnosis and resolution of incidents and service requests. Escalate calls and incidents to the Service Desk Team Lead promptly and in accordance with agreed Service Level Agreements (SLAs). Contribute to the development and maintenance of IT knowledge bases, Frequently Asked Questions (FAQs), and troubleshooting documentation to support service improvement and knowledge sharing. Maintain awareness of emerging technologies and industry best practice, sharing knowledge and expertise with colleagues where appropriate. Ensure all duties are undertaken in accordance with Health and Safety legislation, policies and procedures, taking reasonable care for your own health and safety and that of others.
Person Specification
Qualifications Essential
Qualification in relevant professional area or equivalent professional experience
Desirable
Qualification in Customer Service / Telephone Training or equivalent professional experience
Experience Essential
Significant experience of working in a user support environment Experience of supporting PCs, Laptops, mobile devices, operating systems and applications Experience of working with an ITSM Tool Service Desk Experience 1st or 2nd line Remote Support Experience Microsoft 365 / Active Directory Support and Administration
Desirable
Customer service experience Experience of working within Service Level Agreements NHS Experience Call centre experience
Skills & Knowledge Essential
Self-motivated, enthusiastic, organised with excellent attention to detail Good communication skills. Ability to translate complex technical jargon into simple, plain-language instructions that non-technical users can easily follow
Desirable
IT Diagnostics and Troubleshooting
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.
Employer details Employer name Sussex Community NHS Foundation Trust
Address Brighton General Hospital
Elm Grove
Brighton
BN2 3EW
United Kingdom
Employer's website https://www.sussexcommunity.nhs.uk/work-with-us/ (Opens in a new tab)