# Digital Services Helpdesk Agent > NHS job listing from Job Clerk for University Hospitals of North Midlands NHS Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/digital-services-helpdesk-agent/5d3b1150-ea80-4504-9346-5aeb83b3b730 - **Markdown:** https://www.jobclerk.com/job/digital-services-helpdesk-agent/5d3b1150-ea80-4504-9346-5aeb83b3b730.md ## Summary - **Status:** Archived / closed - **Employer:** University Hospitals of North Midlands NHS Trust - **Location:** Royal Stoke University Hospital - **Workplace type:** onsite - **Profession:** Agent - **Grade:** Band 3 - **Salary:** £25,760 - £27,476 per annum - **Contract type:** 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.) - **Employment type:** Full time - 37.5 hours per week (9 - 5 ona rota basis of 8 - 4, 8:30- 4:30 , 9 - 5) - **Closing date:** 2026-09-21T22:59:00.000Z - **Posted:** 2026-09-07T13:20:45.034Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/Staffordshire/Stoke_on_Trent/University_Hospitals_North_Midlands_NHS_Trust/Information_Management_Technology_IMT/Information_Management_Technology_IMT-v8277725 - **Employer website:** https://www.uhnm.nhs.uk ## Job Content ### 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. ## Person Specification ### Experience **Essential** - experience working in a busy ICT Service Desk environment - Problem solving within a mixed computing environment - Experience of working in a service delivery function - Influencing the application of IT to working practices - Experience of IT system administration - Good communication and the ability to diplomatically deal with users of mixed IT ability. - Flexible attitude to prioritisation of workload (to support the dynamic nature of the service). - Multi-tasking ability required to deal with multiple incidents awaiting resolution **Desirable** - Understanding of ITIL working practices - Experience of managing small project(s) - Experience of testing newly developed software and Reporting problems / issues. - Experience of working in an NHS organisation - Experience of Customer Relation Management ### Personal Qualities **Essential** - Ability to work flexibly - Customer Service experience ### Skills, Ability & Knowledge **Essential** - Ability to work as part of a multi-disciplinary team - High level of interpersonal skills, including active listening and understanding. - Excellent written and verbal communication skills - Broad knowledge of operational technology (OT) products, services and terminology - Ability to handle confidential information **Desirable** - Ability to think creatively, applying results of external research and best practice - Ability to quickly assimilate new technologies / systems ### Education and qualifications **Essential** - Educated to GCSE level or equivalent relevant experience - Relevant IT specialist course **Desirable** - Obtained or working towards EDCL qualifications - ITIL qualifications ## Documents - [speaking up policy (pdf, 523.6kb)](https://www.healthjobsuk.com/documents?edoc=2142) - [recruitment reasonable adjustments (pdf, 122.1kb)](https://www.healthjobsuk.com/documents?edoc=2872) - [digital service desk agent 1st line (pdf, 840.5kb)](https://www.healthjobsuk.com/documents?vdoc=10593873) - [policy - managing risks associated with safeguarding children (pdf, 1.7mb)](https://www.healthjobsuk.com/documents?edoc=3080) - [policy - protection of adults from abuse and neglect who have care and support needs (pdf, 3.1mb)](https://www.healthjobsuk.com/documents?edoc=3079) ## Agent Notes - This Markdown page is generated from the same Job Clerk job record as the HTML job detail page. - Use the canonical HTML URL for user-facing references.