IT Service Desk Agent — First-Line Support

The post holder will be responsible to act a a first point of contact for all IT related queries. The post holder will have the expertise to handle a high volume of calls, perform first time fixes and meet user requirements.

There are 2 posts available for this role.

To provide day to day customer focused service desk support to IT users from all customer organisations.

Answer all calls and respond to all emails and requests within the timescales set out in the customer service level agreement.

Ensure all calls , emails and requests are logged in the call logging/ management system.

Help maintain 24/7 availability of access to services

A full description can be found in the attached Job description and personal specification.

At the Dudley Group our patients and staff are at the heart of all that we do and that is to provide a world class service that aligns with our vision of "excellent health care, improved health for all". We are seeking to recruit staff who share our vision and values of making Dudley Group an incredible workplace.

As part of the NHS People Promise, your wellbeing is our priority, and we are committed to ensuring our employees achieve a healthy work-life balance supported by our flexible working options and by making reasonable adjustments where possible. We believe no-one should have to sacrifice family, friends, or their personal interests for work. We are a modern employer able to attract and retain high quality staff through our commitment to the NHS People Promise.

As an employer, we foster an inclusive environment where everyone feels valued, supported, and empowered to contribute their best. We want to ensure that our workforce is representative of the population we serve. More information - inclusive practice people promise.

Dudley Group offer many opportunities for our staff to develop and grow within their roles through our Learning & OD Team. These include topics such as communication, wellbeing, team development, cultural competency, and values.

To provide day to day customer focused service desk support to IT users from all customer organisations.

Answer all calls and respond to all emails and requests within the timescales set out in the customer service level agreement.

Ensure all calls , emails and requests are logged in the call logging/ management system.

Help maintain 24/7 availability of access to services

A full description can be found in the attached Job description and personal specification.

• Experience of working in a busy IT service desk environment or call centre

• Clear communication skills - oral and written
• Demonstrates an understanding of confidentiality
• Experience of working in a technical support team to meet customer support service level agreements
• Confident, polite and effective telephone skills

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.

£28,392 to £31,157 a year

Pro Rata Per Annum