IT Service Desk Analyst

Frimley Health NHS Foundation Trust; Ascot; On-site; GBP 23,000 - 29,000; Full time

Job summary

Frimley Health NHS Foundation Trust in Ascot is seeking a proactive IT Service Desk Analyst to join the IM&T team. This on-site role is a Band 4, permanent position, with 37.5 hours per week, based at the Greenwood Offices in Ascot.

You will be the first point of contact for IT support, providing professional first-line assistance to colleagues across multiple sites, resolving issues or escalating when needed to maintain smooth, continuous patient care.

Qualifications

• Experience in a Call Centre/Helpdesk/Service Desk or other telephone-based customer service.
• Experience of working in an IT Support environment.
• Experience diagnosing PC hardware, OS and applications software problems.

Responsibilities

• Provide first-line IT support to clinical and administrative colleagues on-site.
• Log, assign and respond to service requests with high-quality records and SLAs.
• Deliver professional, courteous assistance and resolve or escalate issues as needed.
• Maintain accurate logs of all user interactions and resolutions.
• Follow escalation procedures for complex or high-impact calls.
• Support staff to ensure reliable access to systems and technology for patient care.

Skills

Customer service

Communication skills

Telephone manner

Administrative skills

Organisational skills

First-line support

Education

NVQ level 3 or equivalent

Microsoft Certified Desktop Support Technician

Tools

Windows 7/10/11

Office 2003/2007/2010

Office 365

Incident logging systems

Call handling systems

Job description

Permanent | 37.5 Hours per Week

Based in the Greenwood Offices in Ascot (On-site Role) Are you passionate about technology and delivering outstanding customer service? We are looking for a proactive and customer-focused IT Service Desk Analyst to join our IM&T team and play a vital role in supporting the delivery of high-quality healthcare services.

Job Overview

Band 4 - IT Service Desk Analyst

Permanent | 37.5 Hours per Week

Based in the Greenwood Offices in Ascot (On-site Role) Are you passionate about technology and delivering outstanding customer service? We are looking for a proactive and customer-focused IT Service Desk Analyst to join our IM&T team and play a vital role in supporting the delivery of high-quality healthcare services.

As the first point of contact for IT support, you will provide professional first-line technical assistance to clinical and administrative colleagues across multiple sites, including community satellite locations. Your expertise and problem-solving skills will help ensure that staff have reliable access to the systems and technology they need to deliver excellent patient care.

We are looking for someone with strong communication skills, a passion for technology, and a commitment to delivering exceptional customer service. Whether supporting frontline clinical teams or administrative colleagues, you will play an important role in keeping our organisation connected and operational.

Important Information

This position is based in Ascot and requires on-site attendance. Please note that home working and hybrid working are not available for this role.

Main duties of the job

• Ensuring that the Service Desk operates a highly professional service that meets the needs of the Trust.
• Servicing requests for assistance from users in a pleasant and professional manner.
• Ensuring that requests are logged to a high quality, assigned and responded to in a timely manner according to agreed SLAs and procedures.
• Responding to requests by providing first line support to enable callers to solve their problems, or by forwarding details to further support channels for investigation.
• Maintaining accurate log entries of all contact with the user, and ultimately resolution details.
• Ensuring escalation procedures are properly followed.
• Responding to escalated, complex and highly impacting user calls in a timely fashion.

Working for our organisation

Visa Sponsorship

This position is not eligible for Skilled Worker visa sponsorship. Applicants must already hold the right to work in the UK for the full duration of the contract.

Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available.

Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too.

We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users.

Frimley Health Trust benefits on Vimeo

Detailed Job Description And Main Responsibilities

For further information regarding the detailed job description and main responsibilities, please refer to the attached job description and person specification documents.

Person specification

Qualifications

Essential criteria

• NVQ level 3 or equivalent experience
• Microsoft Certified Desktop Support Technician (or achieve this within one year of appointment)

Desirable criteria

• ITIL V2/V3 Foundation

Experience

Essential criteria

• Experience of Call Centre/Helpdesk/Service Desk or other telephone based customer service.
• Experience of working in an IT Support environment.
• Experience of diagnosing PC hardware, operating systems and applications software problems/issues

Skills and Knowledge

Essential criteria

• The ability to communicate in a pleasant and efficient manner with people at all levels in the organization
• Excellent telephone manner.
• Good administrative and organisational skills
• Working knowledge of Windows 7, 10 and 11, Office 2003/2007/2010.
• Working knowledge of Windows 10, MS Office 365.
• Working knowledge of operating systems and applications software, both off the shelf and proprietary/bespoke.
• Working knowledge of Incident logging and call handling systems.

Frimley Health NHS Foundation Trust (FHFT) is proud of its strong reputation, record of achievement and ambition for the future. We serve a population of over 900,000 people across Berkshire, Hampshire, Surrey and South Buckinghamshire, and remain committed to improving the health and wellbeing of our communities.

Our new organisational strategy – FHFT 2030 – sets out our ambition to be the best place to receive care and the best place to work in the NHS. Underpinned by our Trust values – Committed to Excellence, Working Together, Facing the Future, and being a modern, compassionate, Healthcare Organisation – we are creating a culture where our people can thrive and patients always come first.

We continue to invest heavily in our services and facilities. This includes the development of a new hospital at Frimley Park, major expansion of diagnostics and inpatient capacity, and the continued transformation of services across our sites. We have already delivered a brand-new £100m state-of-the-art Heatherwood Hospital, a £49m Emergency Assessment Centre at Wexham Park, and a £10m upgrade to maternity services.

We are also committed to sustainability and the NHS Net Zero ambition. Our new hospital and estate developments are being designed to be environmentally responsible, energy efficient, and future-proofed, featuring on-site renewables energy and intelligent energy systems. Through our green plan, we are embedding sustainable practices across all areas of care and operations, ensuring we reduce our environmental impact while improving population health and wellbeing. Our staff are key to helps us deliver on our ambition and to ensure sustainability is a core component of care delivery and our operations.

Alongside estates’ investments, we are embedding a strong focus on digital innovation and quality improvement. Our electronic patient record (Epic), launched in 2024, is already enabling safer, more connected, and more effective care for patients, while giving staff the tools they need to do their best work. Our electronic patient record also supports safe and effective digitised care pathways, savings time and carbon, whilst delivering excellent quality of care.

Everything we do is guided by our values, shaping how we care for patients, support colleagues, and build a sustainable future for healthcare together.