Overview
Due to internal promotion we have an exciting gateway opportunity for a dynamic individual to join us as an Analyst on our IT Service Desk who provide first line support to NHS Staff at York & Scarborough Trust. The post is 37.5 hours per week between 8-5 Mon-Fri based either at our offices in York or Scarborough. Appointment to a band 3 IT Service Desk Technician or band 4 IT Service Desk Analyst role depending on experience and skills. After achieving all KPIs you will become a band 4 IT Service Desk Analyst.
Responsibilities
* Receiving user contacts into the desk via telephone or e-mail and recording the details into the helpdesk logging tool.
* Providing resolutions to a wide variety of technical faults ranging from simple password resets to more complex and novel incidents that cover multiple internal and external IT systems.
* Following established incident management procedures.
* Maintaining working relationships with technical teams across multiple sites.
* Challenging and improving established incident management procedures.
* Investigating complex problems and identifying possible solutions.
* Producing and updating knowledge and training documentation.
* Being in regular contact with users of varying levels of IT literacy, with technical colleagues within the department, and other IT helpdesks.
Qualifications and Requirements
* The ability to keep calm and work under pressure is essential to efficiently handle peaks in demand and reassure users their problem will be dealt with.
* Successful candidates will ideally have at least 1 year’s experience in an IT Support or Customer Service environment, where they are primarily dealing with people via telephone and e-mail.
* The role is office based.
* Please ensure that your application reflects your own work and input, as reliance solely on AI tools for the completion of your application may result in disqualification from the selection process.
Benefits and Information
* We offer a range of benefits to support our staff including access to the NHS Pension Scheme, generous holiday entitlement, relocation package up to 30% of salary (cap £18k) where relocation is necessary, and other paid/unpaid leave provisions.
* Confidential advice and support through the Employee Assistance Programme.
* NHS Car Lease scheme and Cycle to Work scheme.
* Learning and development opportunities and access to discounts across various providers.
* Full description of the role is available in the attachment: job description. For more information on benefits visit the Trust's Staff Benefits pages.
Additional Information
For further information about working for our Trust please visit: yorkhospitals.pagetiger.com/hdjgxd
Workplace Values and Inclusion
Across our organisation, people are guided by values that were co-developed with staff: we are kind; we are open; and we pursue excellence. We welcome applications from everyone and will consider flexible working requests from the start of employment. We encourage contact with the recruiting manager to discuss accessibility needs. We are Armed Forces Friendly and hold the Gold Award from the Defence Employer Recognition Scheme.
This advert closes on Monday 30 Mar 2026
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