Job Summary
We are seeking an enthusiastic and self‑motivated individual to join our IT Service Desk, committed to delivering an excellent support experience and driving continual service improvement.
You will work collaboratively across teams, communicating effectively and showing care in every interaction to ensure colleagues receive timely and professional assistance. Strong interpersonal and technical skills are essential, along with experience supporting a large, multi‑functional organisation. Team Leader experience is desirable.
This will include but not be limited to the following activities:
* Provide 1st Line support to the Trust for all users via telephone or remote assistance, supporting operating systems and all associated applications, and providing support on laptops and mobile devices.
* Be the initial point of escalation for Service Desk staff, dealing with grievances sensitively and avoiding further escalation where possible.
Previous candidates need not apply.
This role is not eligible for sponsorship.
Week commencing 8 December 2025
Main Duties of the Job
This role will report to the Service Desk Manager and is responsible for the day‑to‑day running of the internal‑facing IT Service Desk.
We care We communicate We collaborate We contribute
"NHS Survey, 2024. They feel supported in their employers making reasonable adjustments to help them carry out their work, rating an 82.9%."
Job Responsibilities
* Assist the Service Desk Manager with the management of the IT Service Desk and provide a comprehensive and effective IT support service based on the ITIL methodology.
* Take an active role in the management and development of Service Desk staff, ensuring continuous service improvement, particularly in relation to quality, productivity and responsiveness.
* Contribute as the ITIL Incident Manager, driving the operational performance of IT Service Desk staff against agreed SLAs.
Applications
The post holder will be expected to support a wide range of applications which includes but is not limited to a Patient Administration System / Electronic Patient Record (PAS / eCARE), Pathology System and a Radiology System through to an Office suite and internally developed applications.
Hardware
The post holder will be expected to provide expert support on hardware such as laptops and mobile devices on occasion.
Documentation
* Create and maintain Standard Operating Procedures for the group.
* Create and maintain self‑help documentation to be used by and accessible to all Trust staff.
* Maintain standard Service Desk request forms and documentation accessible to all Trust staff.
Communication
* Communicate the progress of logged incidents, problems and changes.
* Assist with communication to key stakeholders and system owners during major IT incidents.
Training
* Guide users through complex problems, advising them of best practice and standard procedures.
* Provide one‑to‑one training to users on reporting known incidents, using remote tools or face‑to‑face demonstration.
* Take an active role in developing other staff through documentation and skills transfer.
Qualifications and Knowledge
* IT related degree or equivalent qualification/relevant experience.
* Up‑to‑date IT technical qualifications such as MCSA, MCSE, MCITP, CCNA (or equivalent).
* Evidence of continual personal development.
* Knowledge of service delivery / process management.
Desirable
* ITIL Foundation qualification and significant practical knowledge and experience of effectively implementing and managing an ITIL‑based Service Desk.
Experience
Essential
* Significant experience in the IT industry.
* Knowledge and experience of a busy IT Service Desk environment.
* Sound understanding of current IT standards, capabilities and developments in desktop, network, server, storage and applications technology.
* Demonstrable experience of installing and troubleshooting applications and operating systems in a Microsoft‑focused environment.
* Previous experience working in a Customer Service / Service Desk role.
* Previous experience using Service Desk Management Tools.
Desirable
* Previous experience using Microsoft administration tools.
* Experience in a team lead role.
* Experience providing an IT Service within an acute hospital.
Skills
Essential
* Proven time management skills.
* Sound analytical and problem‑solving skills.
* Ability to form excellent relationships and influence and negotiate effectively to deliver results.
* Commitment to continuous professional development.
* Ability to work without direct supervision.
* Proven ability to communicate with all levels of staff.
Personal and People Development
* Remain calm and composed in high‑pressure situations.
* Self‑motivated and able to work to tight deadlines with a flexible approach.
* Build good working relationships with staff in the Trust and partner organisations.
* Willingness to develop own skills and knowledge.
* Work as a member of a team.
* Excellent interpersonal skills.
Communication
* Interpret and communicate complex technical information to both technical and non‑technical staff.
* Communicate effectively to clinical and non‑clinical staff at all levels throughout the organisation.
* Excellent verbal and written communication skills, both formal and informal.
Specific Requirements
* Ability to perform the duties of the post with reasonable aids and adaptations.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Salary and Contract
Band: 5
Salary: £31,049 to £37,796 a year, pro rata.
Contract: Fixed term, 10 months.
Working pattern: Full‑time.
Employer Details
Milton Keynes University Hospital NHS Foundation Trust
IT Technical Services (Dept)
Milton Keynes
MK6 5LD
https://www.mkuh.nhs.uk/working-at-mkuh
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