As an IT Service Desk Technician, you’ll play a central role when it comes to supporting customers and colleagues via telephone, our Self-Service Portal, Chat and remotely accessing our customers devices. With an interest in IT and an opportunity to expand your technical skills and knowledge, you’ll be part of a high performing team ensuring there is minimal downtime to services. You will act as the first point of contact on the SCW IT Service Desk so applicants must be confident to talk over the phone and provide friendly customer service.
This role is office based
The Service Desk operates Monday and Friday between 07:00 and 20:00, you will be part of a weekly shift pattern (working 7.5 hours per day) to cover these hours. The Service Desk also operates on a Saturday between 08:00 and 14:00, you will be part of a rota to cover Saturday’s, approx. 1 week in 30. As an evolving service, we are approaching a requirement to provide additional weekend support (between 08:00 and 18:00 on Saturday and Sunday) in the future.
Applicants should be aware that you may not be eligible for skilled worker sponsorship if you apply for this post. If you require sponsorship, please ensure you have checked your eligibility via https://www.gov.uk/skilled-worker-visa/your-job or alternatively, please contact us via email on scw.peopleresourceinternal@nhs.net to confirm the requirements of sponsorship can be met.
Communicating with customers via telephone, our Self-Service Portal (SSP), or by using Live Web Chat. You’ll monitor these channels and ensure tickets are responded to in a timely manner. You’ll use our IT Service Management Tool (ITSM) to accurately capture information and provide 1st line IT support and troubleshooting.
We are looking for an enthusiastic self-motivated individual who can work both alone and as a member of a wider team. You will need to have excellent communication skills and provide a professional customer experience. Effectively prioritising your workload is paramount to this role. You will be required to possess strong problem-solving skills and be able to share this knowledge with the wider team.
In order to ensure you are provided the necessary information and training, we offer a structured induction plan which will show you all of the core functions of the Service Desk with a buddy system. We also offer additional training on individual subjects to guarantee you have sufficient knowledge in the required areas.
SCW is committed to our process of redeployment of at-risk members of our existing workforce to new roles. As such, all job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.
This role can be delivered in a flexible hybrid way with any travel, site visits or meetings arranged by agreement on a very occasional basis
Our vision, is to offer outstanding and uncontested support operating as an IT Service Desk in the healthcare industry.
Our mission, is to provide exemplary levels of skilled support to our customers, whilst resolving incidents and service requests within targeted times maintaining the highest possible level of first fix rates. We aim to work as one team, working with both our colleagues and our customers to provide a service which ultimately helps to support the patient experience. Customer satisfaction is always our key focus as we offer our support in a structured, helpful, respectful and friendly manner. This helps to ensure that we retain existing customers while offering a well-designed and responsive service that will continue to attract new customers.
Please refer to the job description and person specification for further details and information regarding this role

Please refer the Job description for details