This vacancy is open to employees of Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust only.
Location: St Mary's Hospital, Parkhurst Road, Newport, Isle of Wight, PO30 5TG
NHS Band 3 Salary: £25,760 - £27,476 per annum (effective from 01/04/2026)
Hours Per Week: 37.5
Fixed Term contract: 24 months
We are looking for an outstanding candidate who will help improve the effectiveness and value of health care delivery for Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust (the Trusts). This post is a member of the Group Digital Service, within the Information Technology (IT) function. Working as one service, to minimise the impact of IT services affecting service users and on patient care, support services and management by:
- Providing first-line single point of contact for IT service users, dealing with technical issues and requests as required through to resolution.
- Resolving maximum number of incidents, at first contact, within agreed timescales in line with service agreements.
- Where relevant, escalation calls to second-line service desk staff.
Your Responsibilities:
- Be the first point of contact for IT service users, dealing with all types of queries, requests for service and incident logging.
- Log all support interactions accurately, ensuring comprehensive documentation is captured for troubleshooting and resolution purposes.
- Assist with user account management tasks, including user provisioning, access permissions, and account maintenance.
- Use technical skills and expertise to resolve identified IT issues and requests, either over the telephone or via remote support technologies.
- Work as a team, forming part of an IT service desk, supporting a wide range of IT systems.
- Provide excellent customer service, ensuring a positive and professional experience for service users seeking assistance.
- Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities.
- Adhere to Trust policies and procedures as required.
- Occasionally be required to work flexibly to meet the demands of the service.
- Respect the confidentiality of all matters that they may learn relating to their employment and other members of staff. All staff are expected to respect the requirements of the Data Protection Act 1998.
Specific Core Functions
You will be expected to undertake the following responsibilities:
Customer Support
- Be the first point of contact for IT service users, dealing with all types of queries, requests for service and incident logging, ensuring a consistent approach is taken and the customer receives an efficient and responsive service.
- Provide a first-line support service, following triage guidelines, ensuring necessary information is captured and recorded to facilitate resolution of reported incidents to agreed service level agreements.
- Route services request, such as changes and procurements to the correct support group.
- Keep up to date with new service level agreements and processes to maintain a consistent, effective, and efficient service delivery to service users.
- Provision of advice and guidance to service users on best practice for storage and electronic documents ensuring cost effective use of IT resources and equipment.
- Employ interpersonal and technical skills to diagnose IT problems and decide upon the appropriate routes to resolve them.
- Use technical skills and expertise to resolve identified IT problems over the phone and on PCs via remote PC controlled software, assisting in resolved tickets at first contact where possible.
- Where necessary, allocate specialist technical tasks to the relevant support team or third-party maintenance company. Managing tickets to ensure service users are kept informed of progress, through to resolution.
- Carry out team administrative tasks as required including inventory surveys and assets register updates.
For further details of this role, please refer to enclosed Job Description.