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Service Desk Analyst

Band 4

Main area
IT Customer Service
Band 4
37.5 hours per week
Job ref
Scarborough Hospital
£20,150 - £23,363 per annum
22/01/2019 23:59

Please note that contact with applicants will usually be by email, and so please check all of your mail folders regularly (unfortunately some providers filter our messages into junk mail folders).

Do you share our values? We’re looking for applications from people who:

- care about what they do
- respect and value others
- listen in order to improve
- always do what they can to be helpful

…to help make us a valued and trusted partner within our care system, that delivers safe effective care to our local population.


Hours per week: 37.5

Contract type: Permanent

The main duties of this post will be to provide a front line helpdesk service to NHS staff via telephone and e-mail. The post holder will be responsible for logically and systematically analysing, prioritising, and recording issues raised by all of the Trust’s users. The post holder will be responsible for resolving complex technical issues, or if unable to, escalating the issue to the appropriate second line support within the team. They will also offer advice and provide training and assistance to users. The post holder will provide first line support for all hardware, software and referred problems, ensuring they are resolved swiftly. They will be in regular contact with users of varying levels of IT literacy, as well as with technical colleagues within the department and other IT helpdesks in other locations.

Successful candidates will have at least 1 years’ experience in an IT Support customer orientated service environment, where they have primarily dealt with people via telephone and e-mail. The successful candidate will have excellent verbal and written communication skills and a proven ability to communicate effectively with people at all levels and all abilities.

The successful candidate will have a good eye for detail, good listening and questioning skills and be able to work under their own initiative, whilst also being an integral member of a busy team.  They must be able to prioritise their workload, providing support to other members of the team and have proven experience of working in a pressurised environment.

It is essential that the successful applicant has an IT diploma qualification or equivalent experience, (i.e. supporting desktop PCs and software for a minimum of 1 year). Experience of working in the NHS and using Helpdesk call logging systems will be an advantage, but not essential. For the full list of requirements please refer to the Person Specification. Candidates will be shortlisted based upon how they demonstrate that they meet the criteria.


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Applicant requirements

Applications from job seekers who require Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the resident labour market test. UK Visas and Immigration (UKVI) requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UKVI website. From 6 April 2017, Tier 2 skilled worker applicants, applying for entry clearance into the UK, must present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) will also be subject to this requirement. Guidance can be found here Criminal Records Checks for Overseas Applicants.

Documents to download

To print a document or save it to your computer, please click with your right mouse button on the document title and select "Save Target As...". You can then save the document in a suitable place on your computer ready to print it out. Clicking with the left mouse button will open the document in a new window (if your web browser can do so).

Apply online now

Further details / informal visits contact

Sally Swaffield
01723 385226





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