Lewisham and Greenwich NHS Trust, (LGT), is a community-focused provider of local and acute care, delivering high-quality services to over one million people living across the London boroughs of Lewisham, Greenwich, and Bexley. We provide whole-life care and are here to support our communities to live healthier lives as well as taking care of them when they need us the most.
Employing almost 7,500 colleagues, affectionately known as Team LGT, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham, and at over a dozen community settings in Lewisham. We also provide some services at Queen Mary’s Hospital in Sidcup.
We have recently launched our new vision and values to mark the LGT10 – the tenth anniversary of our Trust forming in 2013. Our trust vision is to be exceptional. In the quality of our patient care; our support for colleagues; and in the difference we make through our partnerships and in our communities.
To achieve this we value Respect, Compassion, and Inclusion; Being accountable over staying comfortable; Listening over always knowing best; and Succeeding together over achieving alone.
Our hospitals and community sites provide a wide range of inpatient and outpatient services, as well as emergency and planned care. The Trust is rated as “good” or “outstanding” in over three-quarters of the services inspected by the Care Quality Commission.
Every year our work includes performing 10,000 procedures in our theatres; bringing seven and a half thousand new lives into the world; carrying out 570,000 visits to patients in their homes or communities and providing emergency care for more than 300,000 patients arriving in our busy Urgent and Emergency Departments.
LGT is a centre for the education and training of medical students enrolled with King’s College London’s GKT School of Medical Education. We are a training centre for nurses, midwives and allied health professionals. We are pioneering new roles that will support the changing needs of our patients and are one of the largest employers of physician associates in the country.
We are committed to working with our partners to deliver the best outcomes for our local communities. This means playing an active role in the South East London Integrated Care System (ICS), and in formal partnerships including the South East London Acute Provider Collaborative, provider partnerships with our local mental health trusts and borough-based boards of the ICS in Bexley, Greenwich and Lewisham.
The Service Desk Analyst is responsible for maintaining the communication channels with the customer and the IT department. The Service Desk Analyst is the first point of contact for technical issues and requests, providing first line support which includes trouble shooting and resolving issues within their remit.
Main duties of the job
The Analyst is responsible for responding to requests reported to the Service Desk from multiple channels (phone, email, self-service) and the lifecycle management of requests, including directing to appropriate functions for resolution, monitoring progress and keeping users informed of progress, along with accurately documenting user’s details, issues, troubleshooting steps and resolutions and any other pertinent information in the log.
The Analyst will be expected to proactively manage targets and ensure effective and efficient responses in a high call volume environment and will contribute to increasing the delivery of first-time fixes.
The role involves both a reactive and a proactive approach to the delivery of service and is focused on maintaining and improving the levels of service that the IT function provides to the Trust.
Working for our organisation
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
1. Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
2. Widening access (anchor institution) and employability
3. Improving the experience of staff with disability
4. Improving the EDI literacy and confidence of trust staff through training and development
5. Making equalities mainstream
Detailed job description and main responsibilities
• Responsible for upholding a professional relationship with internal and external clients.
• Responsible for answering telephone calls on the IT Service Desk, recording of all incidents and requests with the appropriate information, prioritisation and classification, and updating of incident data.
• Responsible for first line resolution of incidents which includes initial diagnosis of software or hardware issues, identifying the solution and if required performing minor system changes as required.
• Allocate unresolved requests to other resolving groups to ensure that there is timely management of a request.
• Responsible for the ownership, tracking, management and escalation of all requests within scope to ensure they are resolved within the appropriate SLA
• Responsible for providing timely and accurate information to LGT users, obtaining closure signoff of all requests and incidents through customer call-backs and performing customer satisfaction surveys as required.
• Responsible for keeping senior operations staff up to date on all systems issues, liaising with third party providers as required ensuring work carried out meets LGT standards within the Service Desk application.
• Responsible for ownership, management and adherence to ITIL best practice processes, and adherence to LGT IT Security policies and procedures.
• To remain focused on providing a quality service with the team and IT, promoting the main objective which is to support the Trust in providing quality care to its patients.
• Provide training to end users where appropriate.
• Ensure that IT equipment is safely used by customers.
• Responsible for updating and maintaining the IT knowledgebase.
• Responsible for updating and maintaining Service Desk processes.
Person specification
Essential criteria
6. Significant experience related to the responsibilities specified
Desirable criteria
7. NHS Experience
Qualifications and Training
Essential criteria
8. Educated to degree lever or equivalent experience.
9. Cisco/HP/Aruba Certifications
Desirable criteria
10. Cyber security qualifications
11. Post graduate qualification or equivalent experience.
12. Evidence of continual professional development
Knowledge and Skills
Essential criteria
13. The ability to communicate complex technical issues effectively with a wide range of people and professionals.
14. Excellent time management skills.
15. Ability to work independently.
16. Knowledge of current technological developments/trends in area of expertise.
17. Windows and iOS operating systems, on-boarding users
18. Windows Server knowledge
19. Windows Active Directory knowledge.
20. Networking/TCP/IP knowledge.
21. Cabling experience
22. Have a working knowledge of TCP/IP and network addressing, Firewalls.
We reserve the right to close the post before the stated closing date, please apply early. We do not contact applicants with the outcome of the shortlisting. If you have been shortlisted, you will receive an invite to an assessment day or interview.
As a local employer and anchor institution we work closely with our community to recruit locally and we welcome applications from the widest variety of people to ensure our workforce are reflective of the local communities which we serve. We encourage all suitable candidates to apply including if you are Black, Asian or other ethnic minorities, live with a disability (visible or not) or are LGBT+. We have a number of active staff networks including Disability, LGBT+, Multicultural Inclusion and Women’s staff networks to bring staff together and celebrate diversity across our whole workforce.
Please note: Information provided during recruitment and pre‑employment checks must be accurate. Misrepresentation may be investigated as fraud and could lead to withdrawal from the process, professional sanctions, or criminal action.
Please note: that sponsorship under the Skilled Worker route is subject to Trust allocation and UK Visas and Immigration (UKVI) approval.
Application numbers
To ensure fairness and manageable shortlisting processes, some vacancies may have an application cap. This means the vacancy will close once a set number of applications have been received even if this happens before the advertised closing date.
We recommend applying as early as possible to avoid missing out. All applications received before the cap is reached will be considered equally and assessed against the person specification.