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IT Service Desk Analyst

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Frimley Health NHS Foundation Trust

3d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity

AI generated summary

  • You must have NVQ level 3 or equivalent, experience in IT support, knowledge of Windows 10, MS Office 365, and strong communication and organizational skills.
  • You will provide professional IT support, log and assign user requests, respond timely to issues, and escalate problems as needed while ensuring a high standard of service.

Requirements

  • Qualifications
  • Essential criteria
  • NVQ level 3 or equivalent experience
  • Microsoft Certified Desktop Support Technician (or achieve this within one year of appointment)
  • Desirable criteria
  • ITIL V2/V3 Foundation
  • Experience
  • Essential criteria
  • Experience of Call Centre/Helpdesk/Service Desk or other telephone based customer service.
  • Experience of working in an IT Support environment
  • Working knowledge of Windows 10, MS Office 365
  • Experience of diagnosing PC hardware, operating systems and applications software problems/issues
  • Working knowledge of operating systems and applications software, both off the shelf and proprietary/bespoke.
  • Working knowledge of Incident logging and call handling systems.
  • Skills and Knowledge
  • Essential criteria
  • The ability to communicate in a pleasant and efficient manner with people at all levels in the organization
  • Team player - proven ability to work co-operatively as part of a team
  • Good administrative and organisational skills
  • Efficient and conscientious record keeper
  • Ability to work unsupervised
  • Able to work calmly under pressure

Responsibilities

  • Ensuring that the IT Service Desk operates as 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 for assistance are properly logged, assigned and responded to in a timely manner according to agreed SLA's and procedures.
  • Responding to requests for assistance by providing first line support to enable callers to solve their problems; or by forwarding details to second line support or advising third party suppliers

FAQs

Do we support remote work?

No, this role is based in Ascot and does not offer home working or hybrid working.

Is visa sponsorship available for this position?

No, 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.

What qualifications are required for this position?

Applicants must have NVQ level 3 or equivalent experience, and Microsoft Certified Desktop Support Technician certification is required to be achieved within one year of appointment.

What experience is necessary for the IT Service Desk Analyst role?

Essential criteria include experience in Call Centre/Helpdesk/Service Desk or telephone-based customer service, working in an IT Support environment, and knowledge of Windows 10 and MS Office 365.

Is prior experience with ITIL training preferred?

Yes, having ITIL V2/V3 Foundation certification is considered a desirable criterion.

What skills are essential for this role?

Key skills include effective communication with all levels of the organization, teamwork, good administrative and organizational skills, efficient record-keeping, the ability to work unsupervised, and the ability to remain calm under pressure.

What type of support will the analyst provide?

The analyst will provide first-line technical support, logging, diagnosing, and resolving technical issues for clinical and administrative staff across multiple sites.

What is Frimley Health NHS Foundation Trust's commitment to staff development?

Frimley Health NHS Foundation Trust is committed to providing first-class development opportunities for all staff, including a wide range of professional, management, leadership, and clinical skills training.

What is the working culture at Frimley Health NHS Foundation Trust?

The Trust promotes a healthy work-life balance and encourages flexible working arrangements to meet both staff and service needs.

What organizational values guide Frimley Health NHS Foundation Trust?

The organizational values include Committed to Excellence, Working Together, Facing the Future, and being a modern, compassionate Healthcare Organisation.

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Frimley Health NHS Foundation Trust

Our vision is to be a leader in health and wellbeing, delivering exceptional services for our communities.

Science & Healthcare
Industry
10,001+
Employees
2014
Founded Year

Mission & Purpose

Frimley Health NHS Foundation Trust (FHFT) has an outstanding reputation and a proud record of achievement. As well as a performing, well led and ambitious Foundation Trust, we have exciting times ahead of us. The Trust’s vision is to lead in delivering exceptional health and well being services to our communities. Turning our vision into reality, we are continuing to make significant invest in our infrastructure and facilities, striving for excellence and empowering our people to deliver excellence. Providing a supportive, dynamic MDT working environment, allowing our teams to deliver high quality patient care and achieving work life balance, whilst encouraging continuous professional development. We are proud of the ambitions laid out in our strategy, Our Future FHFT, including our vision to be a leader in Health & Wellbeing, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. Services are delivered from three main hospital sites: Frimley Park Hospital (Camberley) Heatherwood Hospital (Ascot) Wexham Park Hospital (Slough) Additionally, the Trust delivers outpatient and diagnostic services from Aldershot, Farnham, Fleet, Windsor, Maidenhead and Bracknell bringing a range of services closer to these communities. We are also proud to host the Defence Medical Group South East at Frimley Park with military surgical, medical and nursing personnel working alongside the hospital's NHS staff providing care to patients in all specialties. We have also made significant investment in our quality improvement and digital programmes to support our vision and we will ensure that we achieve our aim of providing the highest quality healthcare to our patients. Our new EPR – Epic – went live in June 2022 and we are already beginning to reap the benefits of this ambitious investment. Our three core values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients.