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Service Desk Specialist

NHS AfC: Band 3

Main area
Service Desk Specialist
NHS AfC: Band 3
37.5 hours per week (Full Time 37.5 hours per week)
Job ref
Royal Lancaster Infirmary
£19,737 - £21,142 £19,737 - £21,142 per annum
Salary period
Today at 08:00

''A great place to be cared for; a great place to work''

University Hospitals of Morecambe Bay has been nationally recognised as the UK’s most inclusive NHS organisation. As such we have a firm commitment to strengthening the diversity of our workforce, and therefore welcome and encourage applications from likeminded people who can support our ambition to become effortlessly inclusive. We are particularly keen to hear from protected groups – including BAME, LGBT+ and people with a disability.

Job overview

The post holder will provide incident management for the Morecambe Bay Health Community; Acute Trust, PCT and Primary Care, as directed by the Service Desk manager. The post holder will triage a support incident and record a minimum data set of information discussing with the customer and agreeing an appropriate service level and resolution timescale. The post holder will resolve the incident themselves or assign to the appropriate resource. Where am incident cannot be immediately resolved the post holder will explore and discuss an appropriate workaround.

Main duties of the job

Service Desk Specialist

An exciting opportunity has arisen for an enthusiastic and dedicated IT Service Desk Support Specialist to join our Health Informatics Team. As the first point of contact on the phone you'll be logging service requests and faults and you'll be responsible for escalating outstanding issues to colleagues at all levels to ensure service level targets are adhered to.

You will be a key member of the Informatics Service Desk team to provide shift support covering a 24/7 service based at the Royal Lancaster infirmary.

It is essential that you have previous IT experience and a customer focus background to help assist with the role.

You must be prepared to travel at short notice to alternative sites.

Anyone newly appointed to the trust will be subject to the completion of a satisfactory 6 month probationary period (this includes bank staff). This will give the new staff member an opportunity to become familiar with the role and working environment

Working for our organisation

University Hospitals of Morecambe Bay NHS Foundation Trust covers a large geographic area which encompasses the Furness peninsula, the city of Lancaster and the Lake District. We provide a comprehensive range of acute and support hospital services to a population of 350,000 based around Morecambe Bay.


Anyone newly appointed to the trust will be subject to the completion of a satisfactory 6 month probationary period (this includes bank staff). This will give the new staff member an opportunity to become familiar with the role and working environment.


Detailed job description and main responsibilities

Knowledge, skills and experience.


The post holder will be qualified to ONC standard or have similar industry experience.


 The post holder must be self-motivated and able to demonstrate an ability to achieve targets, and undertake and achieve specific projects.


The post holder must have the aptitude to develop an in-depth understanding of Hospital Information Systems and associated business and clinical processes.


The post holder must have a good working knowledge of Microsoft Operating Systems, Microsoft Office and the infrastructure architecture required to deliver the national applications.


Many of the Information Technology systems throughout the health community are tightly integrated with the delivery of patient care. The post holder must always consider the potential or actual clinical impact when working on any service failure and work with the customer on a solution or appropriate workaround to minimise the impact. The post holder must be able to communicate in a sensitive and appropriate manner with the user to manage expectations on service continuation.


The ideal candidate will also have knowledge and understanding of ITIL. It is essential that the post holder will work towards and pass the ITIL Green Badge certificate.

Person specification

Service Desk Experience

Essential criteria
  • 2 Years
Disability Confident - two yearsNo smoking policyDisability confident employerInclusive Top 50 LogoArmed Forces Covenant (Silver Award)Stonewall equality policy. Equality and justice for lesbians, gay men, bisexual and trans people.Morecambe Bay - Inclusive EmployerStep into health

Documents to download

Apply online now

Further details / informal visits contact

Tom Plant
Job title
Service Desk Team Leader
Email address
Telephone number
Additional information