Job overview
We are recruiting for a Add Job Title who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
To provide a continually improve the efficiency of the Service Desk and in turn provide more efficient and effective service by adhering to agreed policies and procedures. You will perform first level diagnostic procedures to identify and rectify problems reported, offer telephone advice, guidance and/or resolution where possible, prioritise and filter service desk calls requiring further action and then forward these calls to appropriate IT staff.
At the heart of everything we do are our core values: Include, Respect, and Improve. We encourage you to embrace these values throughout the recruitment process and in your role with us.
Main duties of the job
Provide reports and statistics for management on service called received and Service Desk activity.
Maintain a configuration database of all Trust computer equipment, ensuring that data is accurate and up to date.
Together with Service Desk colleagues, provide cover for the Service Desk. Contribute to general IT office administration.
Distribute departmental procurement documents as and when requested. Provide documentation and maintain all incident reporting.
To participate if required in a 24x7x365 on-call rota as required.
To participate if required in a staff on-site rota covering out of hours/ unsociable hours.
Detailed job description and main responsibilities
Please see the attached Job Description and Person Specification information pack for further detailed information regarding this role.
Person specification
Skills
Essential
- Works well with management and peers
- Self Starter & Reliable
- Good telephone manner and communication skills
- Interpersonal Skills
- Keeps calm in busy pressurized situations
- Ability to learn and communicate technical information
- Ability to work on own or as part of a team
Knowledge
Essential
- Knowledge of Windows 11, Office 2010 & 365use of Email and service desk software
- Printer and other IT Peripheral Operation
Desirable
- Familiar with using a PC and standard office software
- NHS Mail
Other requirements
Essential
- Understanding of, and commitment to, equality, diversity and inclusion
- Role model our Trust values every day
Previous Experience
Essential
- IT support
- Office Admin Skills customer focused work, advanced keyboard skills
- Able to prioritize and triage telephone calls using own initiative
- Some experience of working under pressure and to tight deadlines
- Experience of Liaising with suppliers, colleagues and IT users
Desirable
- Service Operations
- PC First Line Support
- Recent Customer Service Experience/Call Centre
- Worked in a large organization/busy office
- Preparations of short written reports
Qualifications/ Training
Essential
- A level passes, BTEC or equivalent
- Service Desk Operator Training, ITIL Knowledge
Desirable
- Database Report Training
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Applying for this NHS job
This advert is for 1st Line Support Engineer - Digital Operations with East and North Hertfordshire Teaching NHS Trust in Lister Hospital, England. It is listed as a Band 4 Administrative and IT role. The advertised salary is £28,392 - £31,157 per annum. The contract type is Permanent. The application deadline is 11 Sep 2026.
Before you apply, compare the job description with the person specification and mirror the employer's essential criteria in your supporting information. Use the vacancy title, employer, location, salary, contract type, closing date and posted date (28 Aug 2026) to decide whether this role fits your current NHS job search. If the employer can close applications early, prepare the application before the stated deadline rather than waiting for the final day.
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