Digital Servicedesk Technician

Digital Service Desk Technician

The closing date is 03 August 2026

Following a successful go-live of the new Trust Wide Electronic Patient Record system, we are expanding our Digital Service Desk with a number of vacancies for a Digital Service Desk Technician.

This is a highly rewarding role where you will be the first point of contact for all digital-related issues, requests, and queries from our workforce and support services.

The digital service desk operates 7 days a week between 7am and 10pm; onsite working is required during these hours.

• Accurately record and triage digital-related issues, requests, and queries received by telephone, electronically, or in person using the Trust's Service Desk system.
• Monitor open tickets against agreed SLAs and chase progress with support teams as appropriate.
• Manage the user experience and expectations by keeping staff updated on the status of their tickets.
• Carry out basic troubleshooting activities and provide first‑time fixes where possible.

• Handle first‑line support for digital services and issues.
• Triage and log incidents accurately.
• Ensure timely resolution of tickets within agreed service levels.
• Communicate effectively with end‑users and support teams.
• Escalate incidents appropriately.

• Higher National Certificate / Diploma or equivalent or relevant experience.
• Evidence of personal development.
• Higher National Certificate / Diploma or equivalent qualification in an IT related subject.
• NHS IT experience.

• Experience working in a customer-facing IT service delivery environment.
• Experience of providing a customer-focused IT front line service; experience in use of service desk systems and/or call distribution systems.
• Ability to communicate confidently via telephone with staff at all levels across the Trust.
• Ability to listen and diagnose correctly to ensure incidents are dealt with effectively.
• Ability to work under pressure and handle people in a courteous and sensitive manner.
• Working knowledge of local area networks, wide area networks and server support.
• Ability to communicate effectively and confidently with third‑party suppliers.
• 2nd line IT support experience.
• Advanced knowledge of IT systems such as networks and servers.
• ITIL or Dev Ops knowledge.

Manchester University NHS Foundation Trust

£28,392 to £31,157 a year (pro rata)

Disclosure and Barring Service (DBS) check is required. Applicants will be subject to a DBS check and, if successful, the cost will be deducted from salary within the first three months of employment.