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IT Service Desk Technician

NHS AfC: Band 4

Main area
IT Service Desk
NHS AfC: Band 4
Permanent, Full Time
Full time - 37.5 hours per week
Job ref
Dudley, Kingswinford
£22,549 - £24,882 Per Annum
Salary period
27/05/2022 23:59

Job overview

The department is responsible for IT delivery and support of multiple customers across the Black Country area, including Health Organisations and Public Services.  This role focuses on the Service Desk responsibilities of the department.  

Our customers rely on the availability and quick resolution of systems to perform their duties. It is the post holder’s responsibility to act as the first point of contact for all IT related queries.  The post holder will have the expertise to handle a high volume of calls, perform first-time-fixes, meet user requirements and be the voice of Terafirma.  

As part of the team you, along with the rest of the department are required to demonstrate continuously high standards of customer care as well as the ability to respond efficiently and effectively to rapidly changing technical developments and ever-expanding user expectations. 



Main duties of the job

To provide day to day customer focused service desk support to IT users from all customer organisations 

Working for our organisation

At the Dudley Group our patients and staff are at the heart of all that we do and that is to provide a world class service that aligns with our vision of providing safe, caring and effective services because people matter.  We are seeking to recruit staff who share our vision and values of making Dudley Group an incredible workplace.

We are committed to becoming a diverse and an inclusive employer and where people feel sense of belonging. Seeking to expand diversity within our teams, we positively encourage applications from under-represented groups such as BAME, disabled and LGBTQ+ groups. We are also under-represented in-terms of gender within nursing roles and we would welcome applications from people from male and non-binary backgrounds.

 We are committed to home life balance through flexible working and making reasonable adjustments where possible.

Detailed job description and main responsibilities

Please refer to the attached job description for full details of the main duties and responsibilities that the post holder is required to undertake

Person specification

Qualifications & Education

Essential criteria
  • 3 x A levels required at least one in an IT related subject or equivalent experience
Desirable criteria
  • ITIL v3 Foundation or equivalent experience


Essential criteria
  • resolving technical support calls, incidents & problems
  • The ability to utilise active directory
  • Ability to troubleshoot issues quickly and efficiently to ensure availability and performance
  • Ability to meet departmental targets and work to defined processes

Knowledge and Training

Essential criteria
  • Previous experience of working in a busy IT Service Desk environment/call centre
  • Telephone skills
  • Computer literate
  • Experience of working with multiple customers

Employer certification / accreditation badges

Apprenticeships logoNo smoking policyPositive about disabled peopleInvestors in People: GoldMindful employer.  Being positive about mental health.Improving working livesAge positiveDisability confident leaderStonewall equality policy. Equality and justice for lesbians, gay men, bisexual and trans people.Armed Forces Covenant Bronze AwardENEI Silver Standard 2021

Documents to download

Apply online now

Further details / informal visits contact

Nila Patel
Job title
IT Service Desk Manager
Email address
Telephone number
01384 456111
Additional information

Nila Patel


01384 456111 ext 2376