IT Technical Support (1st Line) – NHS Band 4 | Walsall Healthcare NHS Trust

UK NHS IT JOB – WALSALL

Employer: Walsall Healthcare NHS Trust
Job Title: IT Technical Support (1st Line)
Department: Digital Technology Services
Band: NHS AfC Band 4
Contract: Permanent
Working Hours: Full-time – 37.5 hours per week
Location: Manor Hospital, Walsall, West Midlands
Salary: £28,392 – £31,157 per year
Job Reference: 407-CORP-8201372
Closing Date: 8 September 2026 at 23:59

Sponsorship / Visa Status

IMPORTANT: Visa sponsorship is NOT currently available for this role.

The Trust welcomes applications from candidates who already have the right to work in the UK, including those holding Health and Care Visas, Graduate Visas or other valid immigration permission.

Job Overview

Walsall Healthcare NHS Trust is recruiting an IT Technical Support (1st Line) professional to join its Digital Technology Services team at Manor Hospital.

The successful candidate will provide first-line technical support to staff across Walsall Healthcare NHS Trust, including clinical, administrative and community-based teams.

Key Responsibilities

• Provide responsive first-line hardware and software support.
• Act as the first point of contact for IT faults, incidents and requests.
• Respond to issues raised by telephone, email and the DTS self-service portal.
• Log incidents accurately within the service desk system.
• Take ownership of support calls through to resolution.
• Diagnose technical faults and resolve issues remotely where possible.
• Work towards an 85% first-line fix target.
• Provide telephone-based technical assistance.
• Escalate complex problems to second-line teams.
• Follow appropriate escalation procedures.
• Keep users informed about outstanding incidents.
• Support installation of IT equipment.
• Check workspace, power and network requirements.
• Maintain high levels of customer service.
• Work towards agreed KPIs and SLAs.
• Support Doctors, Practice Managers, clinical and administrative staff.
• Help ensure critical IT systems remain operational.

Person Specification

Qualifications – Desirable

• IT qualification in an IT-related subject; or
• Relevant experience in a customer service or service desk environment.

Knowledge and Experience – Essential

• Knowledge of software products and platforms used in an NHS environment.
• Experience working in a busy service desk environment.
• Knowledge of Microsoft applications.
• Knowledge of Active Directory.
• Knowledge of Office 365.

Knowledge and Experience – Desirable

• IT experience within a Service Desk or Customer Service environment.
• Experience of ITIL principles.
• Understanding of service delivery methodologies.
• Knowledge of operating systems and hardware.
• Experience resolving technical and complex faults.
• Printer installation and fault-finding experience.
• Hardware troubleshooting experience.

Key Competencies

Essential:

• Knowledge of Microsoft products and their use.

Desirable:

• Knowledge of Careflow PAS.
• Knowledge of EMIS.
• Knowledge of Vitals.
• Knowledge of PACS.
• Knowledge of CRIS.
• Working knowledge of Active Directory.
• Knowledge of ITSM tools.

Skills and Aptitudes

Applicants should demonstrate:

• Ability to work under pressure.
• Calm and professional approach.
• Effective teamwork.
• Strong verbal and written communication.
• Ability to communicate with users with different levels of technical knowledge.
• Good organisational skills.
• Ability to work independently.
• Knowledge of data protection.
• Effective telephone techniques.
• Ability to prioritise workload.
• Competent PC skills.

Working for Walsall Healthcare NHS Trust

Walsall Healthcare NHS Trust is an integrated NHS Trust and the only provider of NHS acute care in Walsall, serving approximately 284,300 people.

The Trust provides inpatient, outpatient and community services and continues to invest in its facilities, technology and workforce.

Employees can benefit from:

• Attractive NHS salary.
• NHS pension arrangements.
• Comprehensive employee benefits.
• Staff accommodation where available.
• Learning and development opportunities.
• A supportive working environment.

Trust Values

RESPECT – COMPASSION – TEAMWORK – PROFESSIONALISM

Recruitment and Selection

The recruitment process may include:

• Application screening against the person specification.
• Competency-based and values-based interview.
• Practical assessment or presentation where applicable.
• Recruitment process targeted for completion within 47 days of the closing date.

Reasonable adjustments are available for disabled candidates throughout the recruitment process.

Right to Work and Sponsorship

Visa sponsorship is NOT currently available for this position.

Candidates who already have valid UK right-to-work permission are welcome to apply.

This includes candidates holding:

• Health and Care Visas.
• Graduate Visas.
• Other valid UK immigration permission.

Right-to-work status will be verified during recruitment and monitored throughout employment.

Important: Vacancy May Close Early

The Trust states that the vacancy may close early if a high number of applications are received.

Interested candidates should therefore consider applying as soon as possible.

Job Details at a Glance

How to Apply

Apply through the official Trac recruitment system for Walsall Healthcare NHS Trust.

Job Reference: 407-CORP-8201372

Applicants should review the full job description and person specification before submitting an application.

The Trust advises that applications will be transferred from NHS Jobs to its internal Trac system, with correspondence sent through Trac.

Informal Enquiries

Craig Cox
Service Operations Manager
Telephone: 01922 602042
Email: c.cox@nhs.net

Documents Available

• Job Description (JD)
• Person Specification (PS)
• Flexible Working Document

Disclaimer

This post has been arranged from the published vacancy information supplied by Walsall Healthcare NHS Trust.

Visa sponsorship is specifically stated as unavailable for this role at the time of publication. Applicants should verify the latest vacancy, sponsorship and right-to-work information directly with the employer before applying.

UK IT Jobs

This NHS Band 4 IT Technical Support position in Walsall is aimed at IT professionals with experience in service desk support, Microsoft products, Active Directory, Office 365, hardware and technical troubleshooting.

Salary: £28,392–£31,157
Permanent: Full-time, 37.5 hours
Location: Walsall, West Midlands
Sponsorship: Not currently available