IT Customer Service - NHS


Location: West Yorkshire

Job Type: Full time


Would you like to work in a supportive, collaborative and innovative company?

Do you enjoy working as part of an enthusiastic, passionate, and collaborative team?

Join our Service Delivery Team

This is an exciting opportunity to join a growing and high performing part of Softcat's business as a Service Delivery Executive. The Service Delivery Team are a proficient, fast-paced and exciting team who are committed to providing excellent customer service. This role plays a key part in the expansion of the Service Delivery Team who are focused exclusively on one of Softcat's flagship EUC support contracts. The team work alongside the wider Services and Account teams at Softcat to ensure the customer is getting value from their service.

Success. The Softcat Way.

Softcat is a £1billion+ pa turnover technology solutions business and trusted partner to names like Apple, Microsoft and Adobe. Offering a growing portfolio of services including software licensing, cyber security and IT infrastructure, we give our technical teams the tools and support to make exciting things happen. This is where to achieve more for your career.

As a IT Customer Service - NHS, you will be required to act as the first point of contact for all user queries relating to the support services. You will provide support to the Onsite engineering team, Service Delivery Executive's and Service Delivery Manager in the onboarding of any new services and delivery of ad hoc tasks and projects. As mentioned, it's a fast-paced team so ability to manage own workload and multitask is essential.

As IT Customer Service - NHS, you'll be responsible for:

  • First point of contact for user queries relating to support services
  • Proactively manage call queue in ITSM tool to ensure tickets are resolved within agreed SLA's
  • Carry out onboarding/ handover sessions with customers.
  • Do remote sessions to support set up of new devices (MFA etc).
  • Build strong relationships and rapport with several internal teams, partners, suppliers and customers.
  • Support with project coordination for new and existing services

What we need from you

  • Be passionate about the delivery of customer service and relationship building.
  • Strong communication skills with the capability to deal with a variety of communication types across varied audiences.
  • Reliable with excellent time management skills to deal with conflicting priorities.
  • Display initiative and ownership, whilst understanding limits of own authority.
  • Confidence to navigate customer & internal escalations.

Work in a way that works for you

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

  • 4 days on working on Leeds NHS customer site
  • 1 day a week working from home

Working with us

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.

Join us

To become part of the success story, please apply now

Softcat is an inclusive company where you can enjoy the career you want, without changing the person you are. We're welcoming to all and passionate about promoting greater diversity in the tech sector.

As part of our commitment to supporting, attracting and retaining the best diverse talent, Softcat is proud to partner with organisations like WORK180, My G Work and Black Young Professionals. Work 180 endorse employers that demonstrate on-going support for women at work, including offering benefits and policies that best support female employees. My G Work support us in our aim of attracting more LGBTQ+ talent. The BYP network support us in diversifying our talent pool by tapping into the black professional community.

You’ve got this!