Main area Digital Service Desk Grade NHS AfC: Band 3 Contract Bank: 12 weeks Hours
* Full time
* Flexible working
* Other
37.5 hours per week (Mon - Fri service hours 8am - 5pm) Job ref Bank-SerDeskEng-Oct25
Employer Black Country Healthcare NHS Foundation Trust Employer type NHS Site Peartree Town Dudley Salary £24,937 - £26,598 per annum pro rata - bank salary will be at the bottom of Band 3 Salary period Yearly Closing 31/10/2025 23:59
Bank - Digital Service Desk Engineer
NHS AfC: Band 3
Black Country Healthcare NHS Foundation Trust provides specialist mental health, learning disability, and community healthcare services for the population of the Black Country.
Across the Black Country we provide:
* Adult and older adult mental health services
* Specialist learning disability services
* Mental health services for children and young people
* Community healthcare services for children, young people and families in Dudley
Black Country Healthcare NHS Foundation Trust was formed on 1 April 2020, with the merger of Black Country Partnership NHS Foundation Trust and Dudley and Walsall Mental Health Partnership NHS Trust. Combining resources, strategies and talented workforce enables us to deliver a wider variety of outstanding services that are based on best practice and are continually improving.
We currently employ over 4,000 people and just like the population we serve, we are made up of diverse cultures and backgrounds. Whatever your role, working in a NHS Foundation Trust, like ours, is a demanding and extremely rewarding experience. Knowing that every day you can help to make a positive difference to someone’s life is a very powerful feeling. We know that our Trust runs on this desire to help and support people, and our Trust vision expresses this. Our vision is to improve health and wellbeing for everyone, especially our colleagues to achieve the best possible work/life balance.
We proudly offer supportive, inclusive and family friendly employment and flexible working policies. We have a wide range of professional services and employee networks to help our colleagues be at their best - and find support if they need it. To find more about our staff benefits, please visit our website: blackcountryhealthcare.nhs.uk.
Don’t meet every single requirement? Studies have shown that women and ethnic minority candidates are less likely to apply to jobs unless they meet every single qualification. At Black Country Healthcare we recognise and value all forms of knowledge and expertise, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification or criteria in the job description/person specification, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
For further supporting information to help you apply for this role please see documents attached under ‘Additional documents’.
Job overview
* 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.
* The post holder is required to support the Service Desk Manager in the delivery of all other Service Desk related activities.
Main duties of the job
* Managing the ICT Service desk telephone calls.
* Complete user and resource request forms.
* Taking ownership of faults and incidents and managing them by categorising and prioritising them in line with team procedures.
* Escalating any incidents and service requests that you can’t resolve, to senior members of staff.
* Have a 'service orientated' approach to work, with excellent customer service skills.
* To work as a member of a team, encouraging knowledge sharing.
* Manage daily tasks and activities which may require reprioritisation to satisfy changing business needs.
Working for our organisation
Employees, workers, and/or contractors will be expected to uphold the values of the Trust and exhibit the expected Trust behaviours aligned to the Trust’s values.
Individuals have a responsibility to ensure that they display the Trust values and behaviours in carrying out their job and that individuals feel able to challenge (or raise a challenge) when other colleagues’ behaviours breach the spirit of Trust values.
Detailed job description and main responsibilities
* Managing the ICT Service desk telephone calls.
* Complete user and resource request forms.
* Taking ownership of faults and incidents and managing them by categorising and prioritising them in line with team procedures.
* Escalating any incidents and service requests that you can’t resolve, to senior members of staff.
* Have a 'service orientated' approach to work, with excellent customer service skills.
* To work as a member of a team, encouraging knowledge sharing.
* Manage daily tasks and activities which may require reprioritisation to satisfy changing business needs.
* Follow agreed plans, procedures and instructions to complete tasks and activities.
* Work to defined deadlines as part of a team and on an individual basis to deliver technical service within the Service Level Agreements.
* Quick and accurate advanced keyboard skills required for computer related tasks.
* Safe transportation of IT equipment using trolleys and Trust vehicles as required.
* Ensure all installations and removals are documented in the agreed manner.
* Participate in the auditing of hardware and software ensuring that trust asset registers are maintained.
* Advise Trust colleagues on internal procedures and processes.
* Assist in the development and management of internal documentation.
* Assist in undertaking any other duties consistent with the responsibilities of this post.
* Offer expert advice to managers and users when they have a particular interest in a product, using persuasive techniques/dialogue to align with internal technical guidelines.
* Liaise on a daily basis with internal Digital Services colleagues and users, providing updates as necessary.
* Promote technical knowledge and understanding of the IT equipment purchased and the usage within the organisation.
* Attend training opportunities that may arise internally and externally.
* Attend appraisals with the Service Desk Manager.
* Provide training to end users regarding equipment purchased, if necessary, sending user manuals out to staff via email.
* Face-to-face discussions to support the user in technical matters.
* Work within departmental standards and protocols, providing feedback for process improvement.
* Work at a desk for long periods to handle service desk and administrative work.
* Ensure devices are asset‑tagged before delivery to customers and end‑users.
Person specification
* Has IT related qualifications/experience.
* Has NHS experience.
Please Note that Internal at Risk Employees will be given preference for this position
We reserve the right to bring the closing date forward for this vacancy at any time should we receive an overwhelming response of applications. We therefore encourage applicants to apply early if you wish to be considered for this post.
If you do not hear from the Recruitment team within the advertised closing date please assume that you have been unsuccessful at the shortlisting stage. Please ensure that you check your emails on a regular basis for any recruitment updates regarding this vacancy. If you are not successful at the shortlisting stage and would like feedback, please contact the Recruitment Team directly for feedback.
The salary range quoted is as per NHS Agenda for Change pay structures where applicable. This is based on the number of years’ working directly within the NHS at the advertised pay band. Experience gained with other NHS Trusts will apply, but candidates without prior experience working directly for the NHS would normally be appointed at the lowest point unless they can demonstrate the equivalent experience and then be eligible for incremental increases in future years. Medical and Very Senior Manager roles are exempt from agenda for change and subject to alternative remuneration structures.
Successful applicants for clinical posts up to and including Band 4 are expected to hold the national Care Certificate qualification and will be supported to attain this once in post.
The Trust is committed to equal opportunities, providing opportunities for flexible working and is a non-smoking organisation.
As a Trust we are passionate about Anti‑Racism, Disability Inclusion, and LGBTQ+ Equality, and are committed to diversifying our staff team in all areas and at all levels of seniority to better reflect the diverse communities we serve. Therefore, we particularly welcome and encourage applications from people who belong to a minority or marginalised community, including from Black and Asian, Disabled (including hidden disabilities such as Neurodiversity, Mental Health, etc), or Lesbian, Gay, Bi, Trans or Queer (LGBTQ+) people.
Disabled applicants have the option of requesting that their application is considered under our Guaranteed Interview Scheme (GIS). Please indicate your intention to apply under the GIS in the relevant section of your application. Regardless of whether you participate in the scheme or have shared a disability, you will be provided the opportunity to request reasonable adjustments to the interview process at each stage of the recruitment process.
Due to the nature of the work some posts may be subject to a Standard Enhanced Disclosure and Barring Service (DBS) check, through the Disclosure and Barring Service as stipulated under part V of the Police Act 1997. Having a criminal record will not necessarily bar you from working with us; this will depend on the nature of the position and the circumstances of your offences.
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