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- Tasks: Be the go-to person for tech support, logging calls and helping users solve their issues.
- Company: Join Wrightington, Wigan and Leigh NHS Trust, a caring community-focused organisation.
- Benefits: Enjoy a full-time role with competitive pay, training, and a supportive work environment.
- Why this job: Make a difference in healthcare by providing essential IT support to staff and patients.
- Qualifications: GCSEs or equivalent experience; strong communication and IT skills are a must.
- Other info: Great opportunity for career growth in a dynamic and diverse workplace.
The predicted salary is between 30000 - 42000 £ per year.
The post holder will be the main point of contact to all computer users throughout the Trust by the provision of a Service Desk operating 08:00 to 17:00 Monday to Friday. They will be expected to log all calls into the Call Logging System, ensuring that all processes are carried out in a timely and accurate manner to ensure an efficient Service Desk, giving advice to the user following agreed pre-defined responses to facilitate possible solutions to calls.
This is a permanent full-time post (37.5 hours).
Please note: this vacancy may close early if a sufficient number of suitable applications are received.
Main duties of the job
If a call is logged onto the Call Logging System and then has to be passed onto a supplier for rectification, the Service Desk Agent will be responsible for ensuring call progress with the supplier is monitored and falls within the contractual obligations.
Assist in on-going projects within the department, providing administration support and ensuring accurate records for configuration management.
Working for our organisation
Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that ‘happy staff, makes for happy patients’. We have a recognised track record in staff engagement and living our values.
· People at the Heart
· Listen and Involve
· Kind and Respectful
WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. We are seeking to recruit people who share our values and beliefs.
At WWL we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society.
COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course our patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not a condition of employment, we do encourage our staff to get vaccinated. If you are unvaccinated there is helpful advice and information available by contacting covid-19.vaccine@wwl.nhs.uk where you can also ask about how to access vaccinations.
Detailed job description and main responsibilities
An opportunity has arisen working within the Service Support Team, thevacancy is for a Service Desk Agent working 37.5 hours between Monday to Friday.
The postholder will be expected to log all calls into the Call Logging System, ensuring that all processes are carried out in a timely and accurate manner to ensure an efficient Service Desk, giving advice to the user following agreed pre-defined responses to facilitate possible solutions to all calls.
If a call is logged onto the Call Logging System and then has to be passed onto a supplier for rectification, the Service Desk Agent will be responsible for ensuring call progress with the supplier is monitored and falls within the contractual obligations.
Assist in on-going projects within the department, providing administration support and ensuring accurate records for configuration management.
The ideal candidate will have strong administration, customer services and organisational skills, being a good communicator, polite, patient and helpful at all times to all levels of staff. Ability to use a computer is essential, in particular, Microsoft Word and Microsoft Excel.
Training will be given in the use of the Call Logging System.
Candidates will be required to present original certificates for qualifications at theinterview stage.
Please note this vacancy may close before the advertised closing date if a sufficient number of suitable applications are received.
Person specification
Qualifications
- GCSE Level or equivalent experience
- ECDL or equivalent experience
- A Level/Level 3 in relevant subject
Experience
Skills
- Analytical thinking skills
- IT Literacy and keyboard skills
Knowledge
- Awareness of Operating Infrastructure
- Awareness of Application Systems
- Awareness of Configuration Management
- Awareness of Operating Systems
- Familiar with Desktop Software
- Awareness of Function or Department
- Awareness of customer service techniques
- Knowledge of Windows 7 & 10
- Knowledge of CISCO networking
- Knowledge of HP Openview/Hornbill
- Knowledge of NHS Systems (EPR/PAS/Pathology/Radiology etc)
- Knowledge of Microsoft Office (2003/2007/2010/2013/2016)
- Awareness of corporate, industry & professional standards
Additional
- Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation
Our Trust prefers candidates to submit applications online. Please contact the Recruitment Team on 01942 244000 if you have difficulty applying online.
Using AI when writing job applications
If you choose to use Artificial Intelligence (AI) or other tools to assist in writing your application, it’s essential to personalise this information, particularly your supporting statement to reflect the skills and experience to match your job application. Relying solely on AI to write your application or supporting statement is not advocated by WrightingtonWigan and Leigh Teaching Hospitals NHS Foundation Trust as it could negatively impact your chances
of success in the application process. Please refer to the attached \”Applying for a role in the NHS guidance\” for further information regarding the use of AI.
The Trust reserves the right to close adverts earlier than the stated closing date if there is a high volume of applications.
We endeavour to inform all applicants of the outcome of their application by email or SMS text message.
Guidance on Completing Your Application
Applications are scored against the person specification, therefore we recommend that you use the supporting information section of your application form to demonstrate how you meet the essential and desirable criteria for the role, providing illustrative examples where possible.
On-Call
Please note that some roles may require you to participate in an on-call rota, if the role is predominantly operational.
WWL has signed up to the Greater Manchester Continuous Service Commitment. and will recognise your continuous or ‘unbroken’ service in any Greater Manchester Local Authority or NHS organisation, Transport for Greater Manchester, Greater Manchester Fire and Rescue Service or Greater Manchester Combined Authority; giving you access to our service-related benefits.
Employer certification / accreditation badges
Name Jill Travis Job title IT Support Team Leader Email address jill.travis@wwl.nhs.uk Telephone number 01942 264711 Additional information
If you have problems applying, contact
Address Buckingham Row
Brick Kiln Lane
Wigan
WN1 1XX
Telephone 07786529393
#J-18808-Ljbffr
Service Desk Agent employer: Wwl
Contact Detail:
Wwl Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Agent
✨Tip Number 1
Network like a pro! Reach out to friends, family, or even former colleagues who might have connections in the NHS. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for those interviews! Research common questions for Service Desk roles and practice your responses. We want you to shine, so think about how your skills match the job description and be ready to share examples.
✨Tip Number 3
Don’t forget to follow up! After an interview, drop a quick thank-you email to express your appreciation. It shows you're keen and keeps you fresh in their minds.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, you’ll find all the latest job openings right there, making it super easy for us to connect.
We think you need these skills to ace Service Desk Agent
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Service Desk Agent role. Use keywords from the job description to show that you understand what we're looking for.
Show Off Your Communication Skills: As a Service Desk Agent, you'll be the go-to person for users. So, in your application, demonstrate your strong communication skills. Share examples of how you've effectively helped others in the past!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your points are easy to understand. This will help us see your potential right away!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way to ensure it gets to us quickly and securely. Plus, you’ll find all the info you need about the role there!
How to prepare for a job interview at Wwl
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Service Desk Agent. Familiarise yourself with the Call Logging System and the importance of logging calls accurately. This will help you demonstrate your knowledge and show that you're ready to hit the ground running.
✨Showcase Your Customer Service Skills
As a Service Desk Agent, you'll be the first point of contact for users. Prepare examples of how you've provided excellent customer service in the past. Think about times when you resolved issues or helped someone feel supported, as this will highlight your ability to be polite, patient, and helpful.
✨Brush Up on Technical Knowledge
Make sure you're comfortable discussing basic IT concepts, especially those mentioned in the job description like Windows operating systems and Microsoft Office. If you have experience with NHS systems or specific software like CISCO networking, be ready to talk about it!
✨Prepare Questions to Ask
Interviews are a two-way street! Prepare thoughtful questions about the team, ongoing projects, or the Trust's values. This shows your genuine interest in the role and helps you assess if it's the right fit for you. Plus, it gives you a chance to engage with your interviewers.