Senior Service Desk Specialist

Elht; Lancaster; On-site; GBP 28,000 - 31,000; Full time

Job summary

OneLancashire and University Hospitals of Morecambe Bay NHS Foundation Trust is seeking an IT Service Desk Analyst to provide first and second line technical support. The role involves incident management, handling service requests, and supporting staff across multiple sites, including remote users.

Training, knowledge base updates, and problem management assistance are included in the duties. The post is a full-time position, based at Royal Lancaster Infirmary, with a 37.5-hour week and a

Qualifications

• 1 year Service Desk Experience
• 2 years Customer Service Experience
• Knowledge of NHS systems and processes

Responsibilities

• Provide first and second line technical support with first-time-fix resolution
• Training new starters
• Supporting Service Delivery management with problem management
• Updating knowledge bases and articles
• Providing first time fix process documents for Service Desk

Skills

Service Desk Experience

Customer Service Experience

NHS systems knowledge

Tools

ITIL knowledge

Job description

Information aboutwork experience and work shadowing canbe found by clicking here .

Main area Administrative Services Informatics Grade NHS AfC: Band 4 Contract Permanent Hours Full time - 37.5 hours per week (Working as part of a 24/7 rota) Job ref 435-1LSC-UHMBT-118-26

Site Royal Lancaster Infirmary Town Lancaster Salary £28,392 - £31,157 per annum Salary period Yearly Closing 15/10/2026 23:59

• Lancashire and South Cumbria Provider Collaborative (OneLsc)

The five provider NHS trusts in Lancashire and South Cumbria are working together as partners, delivering joint priorities to improve health and healthcare.

Together, we aim to drive up quality by sharing skills and best practice, pooling our resources and standardising the way we work to reduce variation and duplication.

We want to ensure patients have equal access to the same high-quality care wherever they live. We also want our colleagues to have the same high-quality experience wherever they work.

One Lancashire and South Cumbria (One LSC) and University Hospitals of Morecambe Bay has a firm commitment to strengthening the diversity of our workforce, and therefore welcome and encourage applications from likeminded people who can support our ambition to become effortlessly inclusive. We are particularly keen to hear from protected groups – including BAME, LGBT+ and people with a disability.

Job overview

This is a technical position required to provide first and second line technical support with the knowledge and skills to provide first-time-fix call resolution.

The IT Service Desk acts as a centralised first line support team and is primarily responsible for incident management and for the processing of service requests and standard changes within agreed service levels for all staff within Morecambe Bay Hospitals NHS Foundation Trust as well as those working remotely from satellite sites.

• Training new starters
• Supporting current staff
• Supporting Service Delivery management with problem management
• Updating article list and knowledge bases
• Providing first time fix process documents for Service Desk

Main duties of the job

The Informatics team are responsible for developing the Trust's information, Communication and Technology Strategy and for delivering the information systems development programme. It also ensures the operation of secure and confidential systems, the provision of high quality information and records to support patient care, clinical governance, and performance management.

The IT Services Department is part of the Informatics Directorate and is responsible for strategy, design and transition and operational management of the IT Portfolio in conjunction with other specialist areas of informatics. It provides a range of services to approximately 16,000 users within the Trust.

The use of IT has grown significantly in recent years and is now an essential part of most areas of work. within the Trust. As the Trust is working to eliminate paper from day-to-day processes the IT infrastructure is becoming even more critical to the delivery of patient care.

Working for our organisation

Why Choose OneLSC and University Hospitals of Morecambe Bay NHS Foundation Trust:

• A vibrant, diverse, and inclusive healthcare community
• Cutting-edge facilities and technology
• Opportunities for continuous professional development
• A culture that values and recognizes your contributions

We operatefrom three main hospitals-Furness General Hospital (FGH) in Barrow, the Royal Lancaster Infirmary (RLI), and Westmorland General Hospital (WGH) in Kendal, as well as a number of community healthcare premises including Millom Hospital and GP Practice, Queen Victoria Hospital in Morecambe, andUlverstonCommunity Health Centre.

FGH and the RLI have a range of General Hospital services, with full Emergency Departments, Critical/Coronary Care units and various Consultant-led services.

WGH provides a range of General Hospital services, together with an Urgent Treatment Centre, that can help with a range of non-life threatening conditions such as broken bones and minor illnesses.

All three main hospitals provide a range of planned care including outpatients, diagnostics, therapies, day case and inpatient surgery. In addition, a range of local outreach services and diagnostics are provided from community facilities across Morecambe Bay.

Detailed job description and main responsibilities

To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading.

Person specification

via application form

• 1 year Service Desk Experience
• 2 years Customer Service Experience
• Knowledge of NHS systems and processes

application form

• Experience in problem management

Dear Potential Applicant,

• Please note that the salary advertised is for full time hours. If this post is less than 37.5 hours per week, the salary will be pro-rata. For posts on Agenda for Change pay-scales, new entrants to the NHS will normally commence on the first pay point of the relevant band.
• This vacancy may close before the closing date if the recruiting manager deems sufficient applications have been received. Therefore it is advised to complete your application as early as possible to avoid disappointment.
• Please ensure you check the email account from which you apply regularly as we will use this to contact you regarding your application.
• Please note that shortlisting is completed anonymously with candidates being assessed against the essential criteria for the post. Therefore only applicants, who can clearly demonstrate how they meet our person specification criteria in their application, will be short-listed.

Disclosure and Barring Scheme (DBS)

If the role you are applying for is identified as either controlled or regulated activity as defined in in the Safeguarding vulnerable Groups Act (2006) any offer of employment is provisional upon a satisfactory DBS check being obtained.

The healthcare sector is exempted from the Rehabilitation of Offenders Act 1974.

In line with other NHS organisations in the North West Region, the Trust is now passing the charge for undertaking a DBS check on to candidates in the event they are successfully appointed into the post for which they have applied. Candidates can choose whether to pay this over 1-3 months as a deduction from the monthly salary. However, if you are applying for a post as a BANK worker, the payment must be made in full at the time of employment checks. By applying for this vacancy you are agreeing to this undertaking in the event you are successfully appointed.

The cost for an Enhanced DBS, is £45.90 and for a Basic & Standard, this is £24.90 this cost includes a £4.90 admin fee.

This cost is not applicable for a Volunteer post

The Trust promotes flexible working opportunities where ever possible to enable staff to balance their work and home life. We are committed to Equal Opportunities and aim to be EffortlesslyInclusive .

The trust operates a No Smoking Policy.
Only those applicants who demonstrate clearly how they meet our Person Specification will be shortlisted for Interview.
We reserve the right to close a job advert early where sufficient applications have been received.

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