IT and Telephony Service Desk Operator

Job description

Job responsibilities

For more information on the Job Description and Responsibilities please click the link below.

More detail about the role

Exciting Opportunity to Join the Royal Devons Digital Services Team

The Royal Devons Digital Services Team is seeking enthusiastic and skilled individuals to support their commitment to providing efficient, sustainable 24*7 support. This new hybrid role combines first-line support for Digital Services with additional responsibilities in Telecoms Services across Devon.

As part of the teams expansion, we are introducing four new positions to spearhead the first phase of our redesigned 24*7 service for the Trust and its stakeholders. We are looking for experienced Telecoms and Service Desk Operators to fill these new combined roles, offering a unique opportunity to contribute to the future of digital support services.

About the Role

This dual-purpose role involves monthly rotations between two key departments:

• IT Service Desk (Heavitree site): Delivering first-line support for Digital and Clinical Digital services during standard working hours.
• Telecoms Department (Wonford site): Managing all aspects of the Telecoms service and providing Service Desk support during 12-hour night shifts (20:0008:00), operating on a 4 nights on/4 nights off schedule.

This rotation ensures exposure to diverse responsibilities across the Digital Services Team, with salary enhancements reflecting the unique shift patterns. Successful candidates will gain valuable experience and development opportunities to advance their careers within the Trust's Digital Services Team.

What Were Looking For

We welcome applications from:

• Candidates with proven experience providing telephone or IT support in a fast-paced, high-standards environment.
• Newly qualified individuals with a passion for pursuing a career in Digital Services.

Key Skills and Attributes:

• Strong teamwork and collaboration skills.
• A proactive, can-do attitude with enthusiasm for delivering excellent first-line support.
• Effective verbal and written communication abilities.
• The ability to elicit and record information accurately, following Standard Operating Procedures.
• The capacity to prioritise and assign support calls appropriately according to service level agreements.

Desirable Skills:

• Familiarity with telephony systems and/or Active Directory.

Why Join Us?

Digital Services is committed to fostering a learning culture, offering robust support for career progression within the department and across the wider Trust. This role is ideal for individuals seeking to broaden their expertise and play an integral role in enhancing the Trusts Digital Services.

Working Pattern: There is a monthly rotation between working 12 hour night shifts, 4 on, 4 off, any night and standard office hours Monday to Friday between 08:00 and 17:00. See attached example rota.

Interview Date: To be confirmed

For further information please contact: Mike Kelly Service Desk Manager on 01392 403930 mjkelly@nhs.net

As an inclusive employer, the Royal Devon values diversity and is committed to creating a culture of inclusivity where everyone can be themselves and reach their full potential. We believe in fostering a sense of belonging and actively encourage applications from individuals of all backgrounds, cultures, and abilities. We recognise the advantages of having a diverse workforce that reflects the communities we serve.

Preference will be given to staff with Priority and 'At Risk' status including NHS At Risk staff throughout Devon.

The Royal Devon University Healthcare NHS Foundation Trust reserves the right to close vacancy when sufficient applications have been received.

The Royal Devon University Healthcare NHS Foundation Trust was established in April 2022, bringing together the expertise of both the Royal Devon and Exeter NHS Foundation Trust and Northern Devon Healthcare NHS Trust.

Benefits

We will work together to maintain a culture that develops and supports you and your team.

This might include funding for a care certificate, a degree or leadership qualifications. Or it might include days off to study, engage in CPD or rotational placements to help you hone your skills. Wherever you are heading in the NHS, we'll help you get there.

Looking after you is important to us.

We strive to help our staff create a healthy work-life balance through flexible working schemes and our family friendly policies.

If you're starting out in the NHS, you'll start with 27 days paid annual leave (plus bank holidays), rising to 33 days plus bank holidays.

You'll benefit from access to our own comprehensive occupational health services, including counselling, onsite wellbeing activities and groups.

Salary is not the only financial benefit

You'll have access to an extensive range of staff discounts on shopping, fitness and leisure options and you can spread the cost of technology and home appliance purchases from major retailers.

You will also have access to other benefits including:

National discount services such as the Blue Light Card and Health Service Discounts.

Salary sacrifice options including our OFSTED rated outstanding nursery onsite at Exeter

Car lease schemes.

The NHS Pension scheme (one of the most generous and comprehensive in the UK).

Cycle to work scheme

These are just a few of the benefits available if the role is something you are interested in, we'd love to hear from you.

Person Specification

General Requirements

Essential

• See job description text above, and (where applicable) you can download a copy of the full job description

Desirable

• See job description text above, and (where applicable) you can download a copy of the full job description

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Royal Devon University Healthcare NHS Foundation Trust

Address

Royal Devon and Exeter Hospital

Barrack Road

Exeter

Devon

EX2 5DW

Employer's website

https://royaldevon.nhs.uk/ (Opens in a new tab)