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Employer: Walsall Healthcare NHS Trust
Job Title: IT Technical Support
Location: United Kingdom
Salary: £27,485 – £30,162 per annum
Job Type: Full-time
Closing Date: 06 February 2026
Job Summary
The IT Technical Support role at Walsall Healthcare NHS Trust provides effective, customer-focused technical support to staff across the Trust, CCG, and WHT community services.
As the first point of contact for the IT Department, the Support Technician is responsible for delivering first-class support, resolving an increased number of calls over the telephone without requiring engineer visits, and owning calls through to resolution to meet individual and departmental KPIs.
The role requires effective communication with staff at all levels, including Doctors, Practice Managers, Clinical Staff, and administrative personnel.
Note: This vacancy may close early if a high number of applications are received.
Main Duties
Provide responsive hardware and software support in line with department SLAs.
Ensure individual and team KPIs and SLAs are consistently achieved.
Maintain high levels of customer satisfaction and service quality.
Schedule equipment installation in line with Trust standards, ensuring desk space, power, and network requirements are met.
Provide regular updates to Line Manager and Team Lead on escalated calls and complex system faults.
Assist on the IT Service Desk by answering calls, logging them in the service desk system, and resolving requests promptly.
Offer fault diagnosis to achieve an 85% first-line fix target.
Respond to IT faults, incidents, and requests raised via telephone, email, or the DTS Self Service Portal.
Ensure clinical systems remain operational to support patient care and resume operations quickly in the event of failures.
Manage workload independently, exercising good judgement in all situations.
About Walsall Healthcare NHS Trust
Walsall Healthcare NHS Trust is the only provider of NHS acute care in Walsall, serving a population of 284,300. Services include inpatient and outpatient care at the Manor Hospital and extensive community services.
The Trust has state-of-the-art facilities, including:
Critical Care Unit
Neonatal Unit
Obstetric Theatre
Integrated Assessment Unit
New Urgent and Emergency Care Centre (opened March 2023, adding ~5,000 sqm of clinical space)
Person Specification
Qualifications:
Essential: IT diploma or equivalent, or relevant Service Desk experience
Knowledge & Experience:
Essential:
Service Desk experience, ITIL principles, service delivery methodology
Knowledge of operating systems, hardware, Office applications, NHS software platforms
Microsoft Active Directory and Office 365
Desirable:
Printer support and fault finding
Hardware troubleshooting
Skills & Competencies:
Essential:
Microsoft product knowledge, Active Directory
Work under pressure with calmness
Effective communication (written and verbal)
Teamwork and organisational skills
Ability to work independently, demonstrate initiative, and follow data protection standards
Desirable:
Hospital systems (Careflow PAS, EMIS, Vitals, PACS, CRIS)
ITSM tools
Other Requirements:
Ability to travel between sites
Participation in on-call rotation
Subject to Disclosure and Barring Service check
Certificate of Sponsorship
Candidates requiring Skilled Worker sponsorship are welcome and will be considered alongside other applicants.
Applicants applying for entry clearance must provide a criminal record certificate for each country they have resided in continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants are also subject to this requirement.
More information: UK Visas and Immigration
How to Apply
If this opportunity interests you, head to the company’s official website for full details — click here to submit your application.
