IT Service Desk Analyst

Frimley Health NHS Foundation Trust; Greenham; On-site; GBP 30,000 - 33,000; Full time

Job summary

Frimley Health NHS Foundation Trust is seeking a proactive IT Service Desk Analyst to join the IM&T team in Ascot. This on-site role supports clinical and administrative staff, delivering first-line IT assistance and ensuring access to essential systems across multiple sites.

The post requires strong customer service, clear communication, and experience with Windows OS, Office 365, and incident logging. Home or hybrid working are not available; on-site attendance is essential.

Qualifications

• NVQ level 3 or equivalent experience
• Microsoft Certified Desktop Support Technician or achieve within one year
• ITIL V2/V3 Foundation

Responsibilities

• Provide first-line IT support to clinical and administrative staff
• Log and manage service desk requests with high-quality entries
• Resolve or escalate incidents to maintain SLA targets
• Maintain accurate records of user interactions and resolutions
• Follow escalation procedures for complex issues
• Support on-site staff across multiple sites including community locations

Skills

Customer service

Helpdesk

Communication

Telephone manners

Administrative skills

Windows knowledge

MS Office knowledge

Education

NVQ level 3 or equivalent

Microsoft Certified Desktop Support Technician

ITIL V2/V3 Foundation

Job description

Band 4 - IT Service Desk AnalystPermanent | 37.5 Hours per WeekBased 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.

Previous recent applicants need not apply

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.

About us

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

Job responsibilities

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

As part of the interview process, shortlisted candidates will be invited to attend an onsite group interview. During the session, candidates will complete a practical assessment and take part in a group exercise.

Qualifications

• NVQ level 3 or equivalent experience
• Microsoft Certified Desktop Support Technician (or achieve this within one year of appointment)
• ITIL V2/V3 Foundation

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.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£29,812 to £32,715 a yearper annum incl HCAS