1st Line Support Engineer - Digital Operations
At a glance
- Band
- Band 4
- Contract
- Permanent
- Pattern
- Full-time
- Posted
- 28/08/2026
- Closes
- 11/09/2026
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Role summary
This role involves providing first-line IT support, focusing on improving the efficiency of the Service Desk. You will perform initial diagnostics, offer telephone advice, and prioritize service desk calls. The position requires adherence to agreed policies and procedures to ensure effective service delivery. It also includes maintaining a configuration database and contributing to general IT office administration.
Essential criteria
- IT support
- Office Admin Skills customer focused work, advanced keyboard skills
- Able to prioritize and triage telephone calls using own initiative
- Some experience of working under pressure and to tight deadlines
- Experience of Liaising with suppliers, colleagues and IT users
Desirable criteria
- Service Operations
- PC First Line Support
- Recent Customer Service Experience/Call Centre
- Worked in a large organization/busy office
- Preparations of short written reports
- Qualifications/ Training
- A level passes, BTEC or equivalent
- Service Desk Operator Training, ITIL Knowledge
- Database Report Training
- Understanding of, and commitment to, equality, diversity and inclusion
- Role model our Trust values every day
- Knowledge of Windows 11, Office 2010 & 365use of Email and service desk software
- Printer and other IT Peripheral Operation
- Familiar with using a PC and standard office software
- NHS Mail
- Works well with management and peers
- Self Starter & Reliable
- Good telephone manner and communication skills
- Interpersonal Skills
- Keeps calm in busy pressurized situations
- Ability to learn and communicate technical information
- Ability to work on own or as part of a team
- Previous Experience
- IT support
- Office Admin Skills customer focused work, advanced keyboard skills
- Able to prioritize and triage telephone calls using own initiative
- Some experience of working under pressure and to tight deadlines
- Experience of Liaising with suppliers, colleagues and IT users
- Service Operations
- PC First Line Support
- Recent Customer Service Experience/Call Centre
- Worked in a large organization/busy office
- Preparations of short written reports
- Qualifications/ Training
- A level passes, BTEC or equivalent
- Service Desk Operator Training, ITIL Knowledge
- Database Report Training
- Understanding of, and commitment to, equality, diversity and inclusion
- Role model our Trust values every day
- Knowledge of Windows 11, Office 2010 & 365use of Email and service desk software
- Printer and other IT Peripheral Operation
- Familiar with using a PC and standard office software
- NHS Mail
- Works well with management and peers
- Self Starter & Reliable
- Good telephone manner and communication skills
- Interpersonal Skills
- Keeps calm in busy pressurized situations
- Ability to learn and communicate technical information
- Ability to work on own or as part of a team
Useful to know
Agenda for Change 2024/25 pays Band 4 at £26,530 – £29,114 a year, across England.
This advert: £28,392 – £31,157 — outside the standard scale; check for HCAS/London weighting.
Posted 10d ago · Closes in 5d
Plenty of time to prepare a strong application.
Full advert · preview
East and North Hertfordshire Teaching NHS Trust
1st Line Support Engineer - Digital Operations
The closing date is 11 September 2026
Job summary
We are recruiting for a Add Job Title who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
To provide a continually improve the efficiency of the Service Desk and in turn provide more efficient and effective service by adhering to agreed policies and procedures. You will perform first level diagnostic procedures to identify and rectify problems reported, offer telephone advice, guidance and/or resolution where possible, prioritise and filter service desk calls requiring further action and then forward these calls to appropriate IT staff.
At the heart of everything we do are our core values:Include,Respect, andImprove. We encourage you to embrace these values throughout the recruitment process and in your role with us.
Main duties of the job
Provide reports and statistics for management on service called received and Service Desk activity.
Maintain a configuration database of all Trust computer equipment, ensuring that data is accurate and up to date.
Together with Service Desk colleagues, provide cover for the Service Desk. Contribute to general IT office administration.
Distribute departmental procurement documents as and when requested. Provide doc
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