IT Service Desk Analyst

Job Overview

Providing 1st line support for clinical and administrative colleagues using IT services, including satellite sites within the community.

Being the first point of contact in IM&T for all staff across the organisation in the provision of an IT Service Desk.

Deliver an efficient, friendly, effective and professional first line call logging/problem solving service.

Please note this role is based in Ascot and does not offer home working/Hybrid working.

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.

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.

For a full list of responsibilities and tasks associated with this role, please refer to the job description/person specification attached to this vacancy.

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

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.

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

Frimley Health NHS Foundation Trust (FHFT) is proud of its strong reputation, record of achievement and ambition for the future. We serve a population of over 900,000 people across Berkshire, Hampshire, Surrey and South Buckinghamshire, and remain committed to improving the health and wellbeing of our communities.

Our new organisational strategy – FHFT 2030 – sets out our ambition to be the best place to receive care and the best place to work in the NHS. Underpinned by our Trust values –
Committed to Excellence, Working Together, Facing the Future
, and being a modern, compassionate, Healthcare Organisation – we are creating a culture where our people can thrive and patients always come first.

We continue to invest heavily in our services and facilities. This includes the development of a new hospital at Frimley Park, major expansion of diagnostics and inpatient capacity, and the continued transformation of services across our sites. We have already delivered a brand-new £100m state-of-the-art Heatherwood Hospital, a £49m Emergency Assessment…