SHSCT IT Service Desk Support Band 4

Job details

• Branch: Southern HSC Trust area (SHSCT)
• Location: Craigavon Area Hosp-SHSCT HQ/Clge Nrsing
• Directorate: Planning Performance & Informatics
• Salary: Band 4 (£27,485 - £30,162)
• Contract Type: Permanent
• Opening Date: 01/10/26
• Closes: Thu, 15 October 2026 @ 4:00 PM
• Interview Dates: To be confirmed

Notes

If you are submitting a manual application, please post it to: Recruitment Shared Services, Rosewood Villa, Longstone Hospital Site, 73 Loughgall Road, Armagh, BT61 7PR. Applications received after the advertised closing date/time cannot be considered, so please allow enough time for postage. “A waiting list may be created for similar posts that may arise while the waiting list is live, this may include temporary or part-time posts. This will be managed in line with the updated HSC waiting list principles effective from 1 April 2026”. Where a part-time waiting list is required, one part-time waiting list will be created- regardless of any specific hours advertised, this waiting list will cover all future vacancies where part-time posts arise. A part-time post is defined as any post that has less than 37.5 hours per week.” Please remember to save or print a copy of the job description before submitting your application, as it will not be accessible afterwards. Flexible Working We welcome flexible working requests from day one. All HSC organisations offer a range of flexible working options. The options available for this post will depend on the requirements of the role. Find out more about flexible working options on our website.

JOB DESCRIPTION

JOB TITLE

IT Service Desk Support

BAND

4

DIRECTORATE

Performance & Reform

INITIAL LOCATION

Trust HQ Building, Craigavon Area Hospital

REPORTS TO

IT Service Desk Team Lead

ACCOUNTABLE TO

IT System Support and Operations Manager

JOB SUMMARY

The IT Service Desk Support Officer will be responsible to the IT Service Desk Team Lead and will provide support and delivery of IT Service Desk and Operational Services within the Trust. The post holder will be responsible for the resolution of service desk calls and the daily delivery of a flexible and responsive IT Service Desk. This will include first line logging and resolution of incidents/requests and the provision of support and resources to the IT System Support and Operations Team.

The ‘IT Service Desk Support Officer will be required to abide by the Trust ‘IT Security Policy’ and ‘Policy on Confidentiality & Data Protection’ at all times; failure to do so will be treated as a serious disciplinary matter.

KEY DUTIES / RESPONSIBILITIES

Operational Delivery

Support the IT Service Desk and act a single point of contact between staff and IT providing a professional focus for staff.

Log and assign all calls in relation to Incidents, Service Requests and Requests for Information utilising IT Service Desk software. Ensure all calls are managed in line with agreed processes and SLA's

Assist with the support of Windows operating systems, Microsoft Office, Information Systems and other software widely used throughout the Trust.

Ensure IT Service Desk Team Leaders are notified of events which impact service delivery

Provide technical assistance to Trust facilities and departments in their use of desktop devices. This will include investigating reported system faults, resolving faults or where necessary, arranging for 3rd party contractors to resolve the problems e.g. maintenance companies.

Provide 1st line remote technical assistance and advice on all aspects of the Trust’s hardware, software and network infrastructure ensuring Best Practice standards are adhered to

Assist with maintain the Southern Trust configuration management database (CMDB) and technical documentation.

Make best use of own resources and skills to reduce impact from incidents and promote the use of information and new technologies to reform and modernise.

Ensure Trust and departmental IT policies and procedures are followed and are in keeping with good practice and assisting in the implementation of new procedures.

Engage in personal and professional development to ensure an expert level of knowledge of Service Desk and Desktop Support Services remains up-to-date and appropriate to the needs of the post.

Be aware of all current legislation and undertake duties in accordance with this legislation.

Undertake any other duties of a similar nature and appropriate to the grade as may be assigned by the IT Service Desk Team Lead.

Key Working Relationships

The post holder will work closely with the Systems and Operational Support teams to provide an effective support service for Trust IT users.

The post holder will work closely with the Infrastructure, Comms and Cyber Security teams to ensure IT system security and best practice is implemented at all times.

RAISING CONCERNS - RESPONSIBILITIES

The post holder will promote and support effective team working, fostering a culture of openness and transparency.

The post holder will ensure that they take all concerns raised with them seriously and act in accordance with the Trust’s ‘Your Right to Raise a Concern (Whistleblowing)’ policy and their professional code of conduct, where applicable.

GENERAL REQUIREMENTS

The post holder will be required to

Ensure the Trust’s policy on equality of opportunity is promoted through his/her own actions and those of any staff for whom he/she has responsibility.

Co-operate fully with the implementation of the Trust's Health and Safety arrangements, reporting any accidents/incidents/equipment defects to his/her manager, and maintaining a clean, uncluttered and safe environment for patients/clients, members of the public and staff.

Adhere at all times to all Trust policies/codes of conduct, including for example

Smoke Free policy

IT Security Policy and Code of Conduct

standards of attendance, appearance and behaviour

Contribute to ensuring the highest standards of environmental cleanliness within your designated area of work.

Co-operate fully with regard to Trust policies and procedures relating to infection prevention and control.

All employees of the Trust are legally responsible for all records held, created or used as part of their business within the Trust including patients/clients, corporate and administrative records whether paper-based or electronic and also including emails. All such records are public records and are accessible to the general public, with limited exceptions, under the Freedom of Information Act 2000 the Environmental Information Regulations 2004, the General Data Protection Regulations (GDPR) and the Data Protection Act 2018. Employees are required to be conversant with the [org name] policy and procedures on records management and to seek advice if in doubt.

Take responsibility for his/her own ongoing learning and development, in order to maximise his/her potential and continue to meet the demands of the post.

Represent the Trust’s commitment to providing the highest possible standard of service to patients/clients and members of the public, by treating all those with whom he/she comes into contact in the course of work, in a pleasant, courteous and respectful manner.

This Job Description will be subject to review in the light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the individual works. Other duties of a similar nature and appropriate to the grade may be assigned from time to time.

It is a standard condition that all Trust staff may be required to serve at any location within the Trust's area, as needs of the service demand.

November 2022

PERSONNEL SPECIFICATION

JOB TITLE AND BAND IT Service Desk Support Officer Band 4

DIRECTORATE Performance & Reform

HOURS 37.5 hours per week

Notes to applicants

You must clearly demonstrate on your application form under each question, how you meet the required criteria as failure to do so may result in you not being shortlisted. You should clearly demonstrate this for both the essential and desirable criteria.

Shortlisting will be carried out on the basis of the essential criteria set out in Section 1 below, using the information provided by you on your application form. Please note the Trust reserves the right to use any desirable criteria outlined in Section 3 at shortlisting. You must clearly demonstrate on your application form how you meet the desirable criteria.

Proof of qualifications and/or professional registration will be required if an offer of employment is made – if you are unable to provide this, the offer may be withdrawn.

ESSENTIAL CRITERIA

SECTION 1: The following are ESSENTIAL criteria which will initially be measured at shortlisting stage although may also be further explored during the interview/selection stage. You should therefore make it clear on your application form whether or not you meet these criteria. Failure to do so may result in you not being shortlisted. The stage in the process when the criteria will be measured is stated below.

Factor

Criteria

Method of Assessment

Experience/

Qualifications

HND or above/equivalent in Information Communications Technology, Computer Science or computer related qualification AND

1 years relevant IT Service Desk/Support

Experience

OR

2 years relevant IT Service Desk/Support experience

All relevant experience should be within a IT support environment and should include at least one of the following:-

Installation and support of desktop equipment and related peripherals

Providing IT support to users

First line support on IT Service desk

Experience in the use of Microsoft applications including Word, Excel, Outlook and PowerPoint

Shortlisting by Application Form

Other

Hold a current full driving licence which is valid for use in the UK and have access to a car on appointment. This criteria will be waived in the case of applicants whose disability prohibits driving but who have access to a form of transport approved by the Trust which will permit them to carry out the duties of the post.

SECTION 2: The following are ESSENTIAL criteria which will be measured during the interview/ selection stage:

Skills / Abilities

Effective planning and organisational skills with an ability to prioritise own workload.

Proven ability to communicate effectively, both orally and in writing (as appropriate to meet the needs of the post in full), and to establish good professional relationships.

Ability to work accurately to tight timescales and targets whilst demonstrating attention to detail and logical approach.

Interview

Knowledge

Have an excellent understanding of customer service delivery, planning, technical problem solving and fault tracing skills

A working knowledge in Windows OS, E-mail Services (Exchange) and MS Office.

A working knowledge of computer hardware/ software and data communications networks

As part of the Recruitment & Selection process it may be necessary for the Trust to carry out an Enhanced Disclosure Check through Access NI before any appointment to this post can be confirmed.

Successful applicants may be required to attend for a Health Assessment

THE TRUST IS AN EQUAL OPPORTUNITIES EMPLOYER

All staff are expected to display the HSC Values at all times