Job summary
- Main area
- Digital Services
- Grade
- NHS AfC: Band 4
- Contract
- Permanent: 5 days per week, standard shift pattern, working across multiple sites, on site presence required
- Hours
- Full time - 37.5 hours per week (5 days per week, standard shift pattern, working across multiple sites)
- Job ref
- 323-AC2172-SK-B
- Employer
- Ashford and St. Peter's Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- St Peter's Hospital
- Town
- Chertsey
- Salary
- £29,812 - £32,715 pa, inc. HCAS
- Salary period
- Yearly
- Closing
- 11/10/2026 23:59
Employer heading
Digital Service Desk Technician
NHS AfC: Band 4
Job overview
Ashford and St Peters Hospitals NHS Foundation Trust (ASPH) are looking to recruit a new Digital Service Desk Technician to our proactive team. We provide a supportive environment which encourages self-development and allows staff to set time aside for further education. We encourage our Service Desk Technicians to work closely with the senior engineering teams to gain valuable experience and to be vocal with their ideas.
Please note we are unable to offer sponsorship for the role at this time.
Main duties of the job
Using the information provided by users (which may be sketchy and incomplete) either by self-logged tickets, telephone or in person, the post holder will use their knowledge and judgement to decide the best course of action for supporting the user. This could be by resolving the issue immediately or escalating the issue with senior staff and/or national helpdesk systems/3rd party suppliers.
The range of issues dealt with includes
- application problems
- hardware faults
- network issues
- lack of user understanding
- software errors
- training needs, and IT related advice requests
- RA support
The candidate will be expected to develop the skills to resolve a growing proportion of calls themselves, either by talking the user through the procedure, or by using Remote Control software to access the user’s device directly.
Working for our organisation
Ashford and St. Peters Hospitals NHS Foundation Trust is the largest provider of acute hospital services to Surrey residents, serving a population of 410,00 people and employing approximately 4,800 staff.
Our vision is to provide an outstanding experience and best outcomes for patients and the team. We are committed to providing continuous professional development and flexibility to deliver our workforce plan.
We work in partnership with Royal Surrey Hospital NHS Foundation Trust through a collaborative Group Model, supporting joined-up services, workforce flexibility and development opportunities.
St Peter’s Hospital delivers complex medical and surgical care, maternity and emergency services. Day and Orthopaedic surgery, ophthalmology and outpatient services are delivered at Ashford Hospital. Additional services are delivered at Woking Community Hospital.
Our Values provide us with the behaviours we respect and can commit to. By living our values through our everyday interactions, we can build a stronger, more resilient, and forward- thinking organisation, guiding us to achieve success and make a positive impact on how we deliver our services.
We can offer you the full range of NHS benefits and discounts.
Please note that adverts may close early, so early application is encouraged.
For more information about careers at ASPH please visit:
www.asph-careers.org
Detailed job description and main responsibilities
The Digital Service Desk Technician provides the first point of contact for users experiencing difficulties with IT systems and services. The successful applicant will deliver high quality telephone and face-to-face IT support to Trust staff of all levels. Good written and verbal communication skills are essential, as is the ability to speak to staff about potentially complex IT issues in plain English. The candidate must be organised, calm and courteous in all situations. The candidate must be a good team player and show a willingness to learn and develop additional skills. A working knowledge of Microsoft Windows 10/11, iOS and Microsoft Office (standard and 365) suites is required and Ra support.
The successful applicant will be employed as part of a team of support staff responsible for delivering a high quality, professional front line service. The ASPH IT Department supports over 4,000 staff spread across two main sites and a further 2 community sites. We have a range of devices such as traditional desktops and laptops, plus a growing inventory of tablet and smart phone devices (mainly iOS).
ASPH is a supportive and inclusive organisation, we offer opportunities for learning & development, a well-being centre, access to the NHS pension scheme, work perks, NHS discounts, opportunities for flexible working and on-site childcare provision (nursery).
Person specification
Qualifications & Further Training
Essential criteria
- Educated to at least HNC level, or equivalent qualifications or workplace experience
Desirable criteria
- Working towards additional recognised IT qualifications such as MCSE (Microsoft Certified Systems Engineer) CompTIA A+, BTEC National Certificate and Diploma IT Practitioners, City & Guilds (E-Quals) IT Practitioners Certificate and Advanced Diploma (7266), or OCR (iPRO) Certificate for IT Practitioners.
- ITIL (Information Technology Infrastructure Library) qualifications or experience, or similar service management standards
Experience
Essential criteria
- Experience of dealing with enquiries and investigating solutions in a modern IT environment.
- Experience in the delivery of customer service both face to face and remotely.
- Experience of working in team environments.
Desirable criteria
- Previous telephone support experience in a first line role.
- Some exposure to TCP/IP networking support.
- Previous experience of Service Desk and service management tools.
- Previous experience of testing and/or training IT systems
Knowledge
Essential criteria
- Good understanding of Active Directory
- Good practical experience of Microsoft Windows 10 and 11, Microsoft 365
Desirable criteria
- Reasonable understanding of database principles, with a view to data input and manipulation.
Skills
Essential criteria
- Confident and personable telephone manner
- Good analysis and problem solving skills
- Ability to work under pressure and concentrate for long periods of time
- Ability to communicate technical issues effectively and concisely to non-technical staff
Desirable criteria
- Ability to delegate duties to temporary work experience staff
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Leila Gomes Omar
- Job title
- IT Service Desk Manager
- Email address
- [email protected]
- Telephone number
- 01932 72 3588
List jobs with Ashford and St. Peter's Hospitals NHS Foundation Trust in Administrative Services or all sectors