Job summary We have a vacancy for a full time Band 3 Service Desk Agent based the Northern Care Alliance NHS Foundation Trust. We are looking for someone who has experience managing IT issues, including system accounts, applications and hardware and can provide excellent customer service. The successful candidate will also need to have analytical skills to help drive continual improvement in the team and be continually checking if we are meeting the customers' needs. By joining the NCA group, you'll become part of a very ambitious and forward-thinking team and will play your part in helping the organisation work towards its ambition of becoming the safest organisation in the NHS. Main duties of the job The NCA Service Desk team have a singular focus on making sure that we are doing everything possible to minimising the amount of lost clinical and operational time owing to incidents relating to users' access to IT services, systems and equipment. As a member of this team you'll need a relentless focus on customers' needs and an analytical approach to incident management. As a member of the Service Desk you will be accountable for minimising the amount of lost clinical and operational time owing to incidents relating to users' access to IT services, systems and equipment. Having a singular focus on making sure that we are doing everything possible to get colleagues back up and running quickly and simply whenever and wherever anything goes wrong. About us The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives. As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we're always looking for people who demonstrate our three core values - care, appreciate and inspire - to join our team. In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance. Date posted 21 March 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year per annum Contract Permanent Working pattern Full-time Reference number 236-NCA-AC119-25 Job locations Salford Royal Hospital Turnpike House Salford M50 1SW Job description Job responsibilities To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading. You can also read more information about working at the Northern Care Alliance within the attached Candidate Information Pack or by visiting our careers website: www.careers.northerncarealliance.nhs.uk Job description Job responsibilities To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading. You can also read more information about working at the Northern Care Alliance within the attached Candidate Information Pack or by visiting our careers website: www.careers.northerncarealliance.nhs.uk Person Specification Qualifications Essential NVQ Level 3 or equivalent in or in an IT related subject or equivalent experience GCSE English and Maths (grade A-C, or 4 and above) Evidence of continuous professional and personal development within the last 12 months Desirable ITIL Foundation Knowledge, Skills and Experience Essential Experience of maintaining quality of standard in one's work Previous telephone and customer service experience Working knowledge and experience of all Microsoft office Products Desirable Previous experience in an NHS IT organisation. Previous experience on a Service Desk. Knowledge/experience of all Windows Operating Systems. Knowledge of Cisco / TCP / IP Network infrastructure. Knowledge of Citrix infrastructure. Skills & Abilities Essential To have basic technical knowledge of Desktops so that user problems can be quickly diagnosed and resolved. Organisational skills Excellent interpersonal skills both written and verbal. Excellent keyboard skills. High level of Customer Service skills both by telephone and face to face. Person Specification Qualifications Essential NVQ Level 3 or equivalent in or in an IT related subject or equivalent experience GCSE English and Maths (grade A-C, or 4 and above) Evidence of continuous professional and personal development within the last 12 months Desirable ITIL Foundation Knowledge, Skills and Experience Essential Experience of maintaining quality of standard in one's work Previous telephone and customer service experience Working knowledge and experience of all Microsoft office Products Desirable Previous experience in an NHS IT organisation. Previous experience on a Service Desk. Knowledge/experience of all Windows Operating Systems. Knowledge of Cisco / TCP / IP Network infrastructure. Knowledge of Citrix infrastructure. Skills & Abilities Essential To have basic technical knowledge of Desktops so that user problems can be quickly diagnosed and resolved. Organisational skills Excellent interpersonal skills both written and verbal. Excellent keyboard skills. High level of Customer Service skills both by telephone and face to face. 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Northern Care Alliance NHS Foundation Trust Address Salford Royal Hospital Turnpike House Salford M50 1SW Employer's website https://www.northerncarealliance.nhs.uk/ (Opens in a new tab)