Job summary
- Main area
- Corporate Services
- Grade
- NHS AfC: Band 2
- Contract
- Permanent
- Hours
- Full time
- Part time
- Job share
- Flexible working
- Job ref
- 302-25-7479788CPR
- Employer
- Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- Leigh Infirmary
- Town
- Leigh
- Salary
- £24,465 per annum, pro rata
- Salary period
- Yearly
- Closing
- 24/10/2025 08:00
Employer heading
Service Desk Agent
NHS AfC: Band 2
Choose Well - Choose WWL
Job overview
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
· ONE Team
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 [email protected] 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, the vacancy 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 the interview stage.
Please note this vacancy may close before the advertised closing date if a sufficient number of suitable applications are received.
Person specification
Qualifications
Essential criteria
- GCSE Level or equivalent experience
- ECDL or equivalent experience
Desirable criteria
- A Level/Level 3 in relevant subject
Experience
Essential criteria
- Relevant Customer Service experience
Skills
Essential criteria
- Effective verbal communication skills
- Analytical thinking skills
- Customer focus skills
- Attention to detail skills
- Teamworking skills
- IT Literacy and keyboard skills
- Effective written communication skills
Knowledge
Essential criteria
- 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
Desirable criteria
- 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
Essential criteria
- 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
- Able to work unsocial hours
- Able to facilitate cross-site working
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Jill Travis
- Job title
- IT Support Team Leader
- Email address
- [email protected]
- Telephone number
- 01942 264711
- Additional information
If you have problems applying, contact
- Address
-
Buckingham Row
Brick Kiln Lane
Wigan
WN1 1XX
- Telephone
- 07786529393
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