Bank - Digital Service Desk Engineer
The closing date is 31 October 2025
To manage and maintain the department's customer call logging system, ensuring all incident and service request calls are accurately logged and appropriately managed and escalated. Be the first point of contact for our Trust colleagues with regard to faults and incidents associated with using our infrastructure, communications and core corporate applications. You will need to be able to communicate excellently with all levels of staff and liaise with third‑party suppliers, be presentable, and willing to help and learn.
Main duties
* Manage ICT Service desk telephone calls.
* Complete user and resource request forms.
* Take ownership of faults and incidents, categorising and prioritising them in line with team procedures.
* Escalate unresolved incidents and service requests to senior staff.
* Provide excellent customer service, encouraging knowledge sharing within the team.
* Manage daily tasks, reprioritising to satisfy changing business needs and meeting SLA deadlines.
* Handle safe transportation of IT equipment using trolleys and Trust vehicles.
* Document all installations and removals in the agreed format.
* Participate in hardware/software auditing to maintain the Trust asset register.
* Advise colleagues on internal procedures and processes, and assist in developing internal documentation.
* Offer expert advice to managers and users on product selection, ensuring alignment with internal technical guidelines.
* Provide training to end‑users on purchased equipment, distributing manuals via email.
About the Trust
Employees, workers, and contractors are expected to uphold the values of the Trust and exhibit the expected Trust behaviours aligned to the Trust's values.
Person Specification
* IT related qualifications or experience.
* Experience working in NHS.
* Excellent communication skills and ability to liaise with third‑party suppliers.
* Strong customer‑service orientation.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and a Disclosure and Barring Service check will be required.
Black Country Healthcare NHS Foundation Trust
Salary – £24,937 to £26,598 a year, pro rata – bank salary at the bottom of Band 3.
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