Service Desk Analyst

The Methodist Church in Britain; Royal Borough of Kingston upon Thames; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

On-site staff nursery

Wellbeing programme

Flexible working arrangements

Job summary

Kingston and Richmond NHS Foundation Trust is seeking a Service Desk Analyst to provide first-line IT support for staff, logging and prioritising incidents and service requests across systems and devices. The role focuses on customer-focused assistance, accurate logging and timely escalation when needed.

The ideal candidate will have ITIL qualification or equivalent experience, plus a strong grounding in desktop technologies and VMware/iGel/Windows/Office 365.

Qualifications

• Minimum 5 GCSEs grade A-C or 9-4 including ICT, Maths and English
• ITIL qualification or equivalent IT service management qualification, or equivalent experience
• Experience in IT field and providing end-user support
• Producing reports and documentation
• Working in a customer service environment

Responsibilities

• Act as the first point of contact for Trust staff needing digital support
• Give customer-focused first-line help for incidents and service requests across IT systems and devices
• Log incidents and service requests accurately
• Prioritise issues and resolve them or elevate where needed
• Contribute to service improvement
• Maintain high standards of operational support

Skills

Communication

Interpersonal skills

Team player

VMware

IGel

Windows

Office 365

ITIL standards

PC hardware/software

Mitel telecoms

Education

GCSEs + A‑level or equivalent

ITIL qualification or equivalent

Tools

VMware

IGel

Windows

Office 365

Job description

This Service Desk Analyst post sits on the first-line IT service desk at Kingston and Richmond NHS Foundation Trust, supporting staff who need digital help. The work centres on logging, prioritising and resolving or escalating incidents and service requests across many systems and devices. It suits someone with a firm grip of desktop technologies and IT service management in a busy healthcare setting. An ITIL qualification or equivalent experience is essential, along with knowledge of Mitel telecoms.

What the job involves

• Act as the first point of contact for Trust staff needing digital support
• Give customer-focused first-line help for incidents and service requests across IT systems and devices
• Log incidents and service requests accurately
• Prioritise issues and resolve them or elevate where needed
• Contribute to service improvement
• Maintain high standards of operational support

What’s required

Qualifications

• Minimum 5 GCSEs grade A-C or 9-4 including ICT, Maths and English, plus A level, NVQ, BTEC or equivalent
• ITIL qualification or equivalent IT service management qualification, or equivalent experience

Experience

• Working within the IT field and providing end‑user support
• Producing reports and documentation
• Working in a customer service environment

Skills & knowledge

• Communicating effectively with stakeholders across the organisation
• Good interpersonal skills and a good team player
• Good knowledge of desktop technologies such as VMware, iGel, Windows and Office 365
• Good understanding of ITIL standards
• Good knowledge of PC and associated peripheral hardware and software
• Knowledge of Mitel telecoms systems and operational features

Other

• Freedom to act, plan, schedule and monitor own work

What’s offered

• On‑site staff nursery at Kingston Hospital
• Wellbeing practitioners, regular wellbeing classes and a dedicated staff physiotherapist
• Occupational health services
• 24/7 employee assistance programme
• Support for professional and personal development
• Support to take part in research, quality improvement and innovation
• Flexible working arrangements, discussed during recruitment
• Weekly shoutouts, patient feedback, and monthly and annual awards for recognition