IT Service Desk Analyst

Frimley Health NHS Foundation Trust; Ascot; In loco; GBP 25.000 - 34.000; Tempo pieno

Descrizione del lavoro

Frimley Health NHS Foundation Trust is seeking a Band 4 IT Service Desk Analyst to join the IM&T team at the Greenwood Offices in Ascot. This permanent, on-site role supports first-line IT services with a strong focus on customer service and timely incident handling.

You will log and update requests, provide solutions or route to specialists, maintain quality records, and ensure SLAs are met to keep services running smoothly.

Competenze

• NVQ Level 3 or equivalent experience.
• Microsoft Certified Desktop Support Technician or achievable within one year.
• Experience in Call Centre/Helpdesk/Service Desk.
• Experience in IT Support environment.
• Diagnosing PC hardware, operating systems and applications issues.

Mansioni

• Ensure the Service Desk operates a highly professional service aligned with the Trust's needs.
• Serve requests for assistance from users in a pleasant and professional manner.
• Log requests to high quality, assign and respond within SLAs and procedures.
• Provide first line support or escalate to further channels as needed.
• Maintain accurate log entries of all user contact and resolutions.
• Ensure escalation procedures are followed correctly.
• Respond to escalated, complex and high-impact user calls promptly.

Conoscenze

Customer service

Communication

Windows 7/10/11

Organization

Formazione

NVQ level 3 or equivalent

Microsoft Certified Desktop Support Technician

Strumenti

Call centre software

Helpdesk tools

Descrizione del lavoro

Band 4 - IT Service Desk Analyst

Permanent | 37.5 Hours per Week

Location

Based in the Greenwood Offices in Ascot (On-site Role)

Role Summary

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.

Key Responsibilities

• 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.

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.

About the Employer

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.

Qualifications

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

Experience

• 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

• 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.

About the Trust

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‑year 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.