Job Title: Service Desk Operator
Location: North Devon District Hospital. Raleigh Park, Barnstaple, Devon, EX31 4JB.
Trust: Royal Devon University Healthcare NHS Foundation.
Job Type/Shift Patterns: Full-time, Monday to Friday, either 8am-4pm or 9am-5pm, totalling 37.5 working hours per week. The initial training for this role will be conducted on-site. Once you are trained and can work independently the position offers a hybrid work model, allowing for 3 to 4 weeks of work from home, with 1 to 2 weeks in the office each month.
Contract duration - 4 months (Subject to review)
Pay Rate: £13.13/Hr. + Holiday pay

JOB SUMMARY:

The Service Desk Operator provides first-line IT support to Trust IT users, serving as the primary point of contact for incidents and service requests. The role involves logging, prioritizing, and resolving IT issues while ensuring users receive timely support. Operators monitor incidents to meet SLAs and collaborate with other teams to maintain IT systems and user accounts. The position supports approximately 4000 users across multiple sites in North, Mid & East Devon.

REQUIRED SKILLS/EXPERIENCE:

• Experience in an IT Service Desk or technical support environment.
• Strong communication skills for conveying technical information clearly.
• Proficient in Microsoft Office and service desk tools.
  GCSE or equivalent in an IT-related subject or relevant IT experience in an NHS environment.

• Act as the first point of contact for IT incidents and service requests.
• Log, prioritize, and track support requests via the IT Service Management system.
• Provide first-line technical support, including account administration and print queue management.
• Maintain and update IT user directories for starters, leavers, and role changes.
• Monitor incidents against SLAs and escalate when necessary.
• Assist with external staff registration and IT access.
• Act as a Local Organisational Administrator for NHS Mail.
• Contribute to major incident responses and maintain the IT Service Desk knowledge base.