Job requirements
Essential
17 listedRequirements the employer expects applicants to meet.
- Experience
experience working in a busy ICT Service Desk environment
- Experience
Problem solving within a mixed computing environment
- Experience
Experience of working in a service delivery function
- Experience
Influencing the application of IT to working practices
- Experience
Experience of IT system administration
- Experience
Good communication and the ability to diplomatically deal with users of mixed IT ability.
- Experience
Flexible attitude to prioritisation of workload (to support the dynamic nature of the service).
- Experience
Multi-tasking ability required to deal with multiple incidents awaiting resolution
- Personal Qualities
Ability to work flexibly
- Personal Qualities
Customer Service experience
- Skills, Ability & Knowledge
Ability to work as part of a multi-disciplinary team
- Skills, Ability & Knowledge
High level of interpersonal skills, including active listening and understanding.
- Skills, Ability & Knowledge
Excellent written and verbal communication skills
- Skills, Ability & Knowledge
Broad knowledge of operational technology (OT) products, services and terminology
- Skills, Ability & Knowledge
Ability to handle confidential information
- Education and qualifications
Educated to GCSE level or equivalent relevant experience
- Education and qualifications
Relevant IT specialist course
Desirable
9 listedAdditional qualities the employer would prefer.
- Experience
Understanding of ITIL working practices
- Experience
Experience of managing small project(s)
- Experience
Experience of testing newly developed software and Reporting problems / issues.
- Experience
Experience of working in an NHS organisation
- Experience
Experience of Customer Relation Management
- Skills, Ability & Knowledge
Ability to think creatively, applying results of external research and best practice
- Skills, Ability & Knowledge
Ability to quickly assimilate new technologies / systems
- Education and qualifications
Obtained or working towards EDCL qualifications
- Education and qualifications
ITIL qualifications
Job overview
At present, University Hospitals of North Midlands is unable to offer visa sponsorship for Band 2 to Band 4 roles, as these positions do not meet the minimum salary and skill thresholds required under UK Visas and Immigration (UKVI) regulations.
Previous applicants need not apply
IM&T service Desk Agent
The post holder will be a member of a team providing a customer sensitive and responsive support, fault resolution and advice service, which ensures the maximum availability, performance and utilisation of information systems by the IM&T Directorates customers / clients. The post holder will be responsible for ensuring a systematic, disciplined and analytical approach to problem solving and ensuring agreed procedures and standards are met.
The post holder will also participate in an On-Call rota with other members of the team.
Main duties of the job
To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and email.
Offering advice to end users and customers on all areas of IM&T, how to troubleshoot and ensuring Trust standards are met. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
To work closely with the all IM&T teams on user issues and problem resolution and to provide cover when required.
To ensure effective communication within IM&T teams, the Trust and third parties.
To actively promote and market IM&T, including assisting with quality assurance and customer satisfaction surveys.
Detailed job description and main responsibilities
For further information on this vacancy, please see the attached Job Description and Person Specification or contact the Hiring Manager.
WhatsApp job alerts
Get instant WhatsApp alerts for Band 3 Agent roles in Stoke-on-Trent
Create your Job Clerk account first. We'll collect your alert preferences during onboarding and help you turn on WhatsApp notifications for matching healthcare roles.
Applying for this NHS job
This advert is for Digital Services Helpdesk Agent with University Hospitals of North Midlands NHS Trust in Stoke-on-Trent, England. It is listed as a Band 3 Agent role. The advertised salary is £25,760 - £27,476 per annum. The contract type is 6 months (Fixed Term until September 2027 - The post holder will also participate in an On-Call rota with other members of the team after training.). The application deadline is 21 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 (07 Sep 2026) to decide whether this role fits your current NHSjob search. If the employer can close applications early, prepare the application before the stated deadline rather than waiting for the final day.
For more context, review related Job Clerk pages for the same profession, band or location where they exist, then use the application-support guides to tailor your statement and prepare for interview.