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Job summary

Main area
.
Grade
Band 4
Contract
Fixed term: 10 months (Until 1st May 2026)
Hours
Full time - 37.5 hours per week (Monday - Friday - 9am - 5pm - Happy to discuss flexible working)
Job ref
437-7263046
Employer
Greater Manchester Mental Health NHS Foundation Trust
Employer type
NHS
Site
Prestwich
Town
Prestwich
Salary
£26,530 - £29,114 per annum
Salary period
Yearly
Closing
07/07/2025 23:59

Employer heading

Greater Manchester Mental Health NHS Foundation Trust logo

Service Desk Agent

Band 4

Job overview

Do you have a background in customer service and an understanding of fundamental IT principles?

If so, a vacancy has arisen for a Service Desk Agent to join our busy IT Help Desk within the IM&T Department located at the Prestwich site of Greater Manchester Mental Health NHS Foundation Trust.

The IT Helpdesk is the first point of contact for staff when experiencing an IT issue, the role is varied and fast paced so we need someone who can remain calm under pressure on the phone with staff in potential high-pressure situations.

Full training will be given to the successful applicant but in return you need to be able to manage your own workload, ensuring accuracy in your work and demonstrate effective communication and customer service skills.

We are looking for someone who is keen, flexible and self-motivated who can integrate quickly into our well-established team, so if this sounds like yourself then this could be the opportunity for you

Main duties of the job

This is a busy and demanding role, which will involve a variety of tasks including but not limited to the following:

  • Responding to incoming customer queries and requests by telephone, live chat and online portal
  • Account creation and management for computer access 
  • The creation of NHS Registration Authority Accounts and Smartcards including identity evidence checking
  • Liaising with technicians and other IM&T staff in respect of the progression of IT User requests
  • Supporting the creation of guidance and process documentation

Working for our organisation

Greater Manchester Mental Health (GMMH) Foundation Trust employs over 7,000 members of staff, who deliver services from more than 122 locations.

We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford, Trafford and the borough of Wigan, and a wide range of specialist mental health and substance misuse services across Greater Manchester, the north west of England and beyond.

Greater Manchester is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options.

Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity.

Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users.

Detailed job description and main responsibilities

See attached detailed job description and person specification:

Staff benefits

  • Pay Enhancements – 30% additional for Evenings (8pm onwards) and Saturdays and 60% additional for Sundays and Bank holidays.
  • 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years
  • Excellent pension
  • Cycle to work scheme
  • Salary sacrifice car scheme
  • Wellbeing programme
  • Blue Light Card Discounts

Person specification

Experience

Essential criteria
  • Evidence of working in an IT environment including a range of experience and knowledge of end user hardware and software support
Desirable criteria
  • Previous experience in NHS IT

Skills and Abilities

Essential criteria
  • Ability to work effectively within a team
  • Ability to organise and prioritise workload, working to key objectives
  • Demonstrate excellent interpersonal and customer care skills
  • Excellent verbal and written communication skills, and able to communicate effectively at all levels.
  • Self-motivated, adaptable and flexible with genuine interest and enthusiasm for solving IT problems

Other Requirements

Essential criteria
  • Ability to work under pressure and meet strict deadlines

Employer certification / accreditation badges

NHS Pastoral Care Quality AwardWe are a Living Wage EmployerApprenticeships logoNo smoking policyHSJ Best places to workDefence Employer Recognition Scheme (ERS) - BronzeWe offer Wagestream - A financial wellbeing benefit which lets you access your pay as you earn it.Disability confident employer

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

Apply online now

Further details / informal visits contact

Name
Katharine Black
Job title
Service Desk Manager
Email address
[email protected]
Telephone number
0161 271 0890
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