NHS Band 5 IT Support Technician

Salt Search

  • Wales
  • £170 per day
  • Permanent
  • Full-time
  • 16 days ago
About the RoleWe are looking for a Service Desk Analyst to join our IT Services team, providing high-quality first-line support to a wide and varied user base. You will act as the ‘customer champion,’ ensuring reported difficulties are managed effectively through to resolution, while delivering a professional and customer-focused service.This role requires strong IT support experience, a sound understanding of ITIL practices, and excellent communication skills. You’ll be part of a team that plays a critical role in maintaining reliable IT services to staff, patients, and stakeholders.Duties & Responsibilities
  • Act as the primary contact for users, ensuring all incidents and requests are logged, tracked, and resolved in line with service levels.
  • Develop and maintain strong working relationships with customers and service users.
  • Maintain databases and information flows that support service management, including carrying out audits and producing scheduled/ad hoc reports.
  • Communicate with the customer base regarding downtime, service changes, and incident updates.
  • Resolve user issues promptly, drawing on first principles and previous experience.
  • Shadow colleagues to build knowledge of supported systems and improve response to user queries.
  • Maintain ITIL awareness, ensuring professional service delivery.
  • Monitor and report on performance against Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
  • Manage requests for change in line with the National Change Management process.
  • Produce management reports highlighting trends, risks, and abnormal system performance.
  • Contribute to documentation, procedures, and the development of updated working practices.
  • Support colleagues by demonstrating tasks, sharing knowledge, and contributing to team development.
  • Operate safely and effectively in line with Health, Safety & Wellbeing (HSW) and professional policies.
Essential Experience
  • Providing first-line IT support in a Service Desk environment within the NHS
  • Supporting a large and varied user base in IT systems.
  • Working in an ITIL service environment.
  • Meeting SLA targets and managing workloads effectively.
  • Delivering high-quality customer service.
  • Educated to A-level, diploma, or equivalent experience.
  • Commitment to continuing professional development.
  • ITIL Foundation Certificate (or equivalent experience).
  • Good understanding of IT infrastructure at a technical level.
  • Awareness of NHS standards and legal requirements relating to Information Governance and Security.
  • Strong and effective communication skills
  • Ability to learn new technologies and IT systems quickly.
  • Analytical problem-solving skills.
*Rates depend on experience and client requirementsJob InformationJob Reference: JO-2508-355805Salary: £170 - £170.00 per daySalary per: dayJob Duration: 6m rollingJob Start Date: ASAPJob Industries: Cloud Infrastructure & EUCJob Locations: WalesJob Types: Contract

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