On-Site IT Service Desk Analyst – First-Line Support

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

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.