Digital Services Helpdesk Agent
At a glance
- Band
- Band 3
- Contract
- Fixed-term
- Pattern
- Full-time
- Posted
- 07/09/2026
- Closes
- 21/09/2026
Sponsorship verdict
This advert explicitly states that sponsorship is not offered.
The source advert contains explicit wording ruling out sponsorship for this specific role. Consider other live roles at the same band from sponsorship-friendly trusts.
Role summary
This role involves providing first-line IT support as a Digital Services Helpdesk Agent. The post holder will handle incidents and service requests, offer advice to end-users, and troubleshoot IT issues. They will work collaboratively with IM&T teams and participate in an on-call rota to ensure maximum availability and performance of information systems. The position requires a systematic approach to problem-solving and adherence to agreed procedures.
Essential criteria
- Educated to GCSE level or equivalent relevant experience
- Relevant IT specialist course
Desirable criteria
- Obtained or working towards EDCL qualifications
- ITIL qualifications
- experience working in a busy ICT Service Desk environment
- Problem solving within a mixed computing environment
- Experience of working in a service delivery function
- Influencing the application of IT to working practices
- Experience of IT system administration
- Good communication and the ability to diplomatically deal with users of mixed IT ability.
- Flexible attitude to prioritisation of workload (to support the dynamic nature of the service).
- Multi-tasking ability required to deal with multiple incidents awaiting resolution
- Understanding of ITIL working practices
- Experience of managing small project(s)
- Experience of testing newly developed software and Reporting problems / issues.
- Experience of working in an NHS organisation
- Experience of Customer Relation Management
- Skills, Ability & Knowledge
- Ability to work as part of a multi-disciplinary team
- High level of interpersonal skills, including active listening and understanding.
- Excellent written and verbal communication skills
- Broad knowledge of operational technology (OT) products, services and terminology
- Ability to handle confidential information
- Ability to think creatively, applying results of external research and best practice
- Ability to quickly assimilate new technologies / systems
- Ability to work flexibly
- Customer Service experience
- Education and qualifications
- Educated to GCSE level or equivalent relevant experience
- Relevant IT specialist course
- Obtained or working towards EDCL qualifications
- ITIL qualifications
- experience working in a busy ICT Service Desk environment
- Problem solving within a mixed computing environment
- Experience of working in a service delivery function
- Influencing the application of IT to working practices
- Experience of IT system administration
- Good communication and the ability to diplomatically deal with users of mixed IT ability.
- Flexible attitude to prioritisation of workload (to support the dynamic nature of the service).
- Multi-tasking ability required to deal with multiple incidents awaiting resolution
- Understanding of ITIL working practices
- Experience of managing small project(s)
- Experience of testing newly developed software and Reporting problems / issues.
- Experience of working in an NHS organisation
- Experience of Customer Relation Management
- Skills, Ability & Knowledge
- Ability to work as part of a multi-disciplinary team
- High level of interpersonal skills, including active listening and understanding.
- Excellent written and verbal communication skills
- Broad knowledge of operational technology (OT) products, services and terminology
- Ability to handle confidential information
- Ability to think creatively, applying results of external research and best practice
- Ability to quickly assimilate new technologies / systems
- Ability to work flexibly
- Customer Service experience
Useful to know
Agenda for Change 2024/25 pays Band 3 at £24,625 – £25,674 a year, across England.
This advert: £25,760 – £27,476 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 14d
Plenty of time to prepare a strong application.
Full advert · preview
University Hospital of North Midlands NHS Trust
Digital Services Helpdesk Agent
The closing date is 21 September 2026
Job summary
At present, University Hospitals of North Midlands is unable to offer visa sponsorship for Band 2 to Band 4 roles, as these positions do not meet the minimum salary and skill thresholds required under UK Visas and Immigration (UKVI) regulations.
Previous applicants need not apply
IM&T service Desk Agent
The post holder will be a member of a team providing a customer sensitive and responsive support, fault resolution and advice service, which ensures the maximum availability, performance andutilisation of information systems by the IM&T Directorates customers / clients.The post holder will be responsible for ensuring a systematic, disciplined and analytical approach to problem solving and ensuring agreed procedures and standards are met.
The post holder will also participate in an On-Call rota with other members of the team.
Main duties of the job
To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and email.
Offering advice to end users and customers on all areas of IM&T, how to troubleshoot and ensuring Trust standards are met. This will include working as part of a team, in order to share knowledge and work together t
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