For more information, please contact Alice Batt, Service Desk Team Leader via email alice.batt@nhs.net. About The Role A new and exciting opportunity has arisen to join the MY Digital Service Desk team as a Digital Service Desk Analyst at The Mid Yorkshire Teaching NHS Trust. The Digital Service Desk team, in conjunction with other teams within Digital Services, delivers Trust-wide first line support to staff via telephone, remotely and in person, providing users with excellent service and support to deliver their roles safely and effectively. We are looking for a friendly, motivated and enthusiastic individual who is passionate to deliver high-quality, customer-focused first-line IT support and contribute to its ongoing development. This is a fixed term, full time position working Monday to Friday, within the hours of 08.00am - 10.00pm. Main duties To deliver a comprehensive range of high-quality, customer-focussed first-line IT support to staff and affiliates of the Trust. To interpret and investigate enquiries and provide guidance from initial contact through to resolution ensuring that that all IT enquiries are handled efficiently and effectively, in line with Trust standards and service levels. To provide first-line IT support, advice and information to customers over the phone, electronically and remotely. This will include supporting a range of desktop, laptop, mobile, printing, and telephone technologies, standard software applications, and corporate systems and services. Key Requirements To provide first-line IT support, advice and information to customers over the phone, electronically and remotely. This will include supporting a range of desktop, laptop, mobile, printing, and telephone technologies, standard software applications, and corporate systems and services. To accurately record, monitor and maintain all incidents and service requests in order to provide data for Incident and Problem Management. To restore normal service to the customer as quickly as possible, following diagnoses of the incident or fulfilment of the service request ensuring safe use of IT equipment by users and training users as necessary to resolve remotely. Take ownership of support requests by logging, diagnosing, troubleshooting and resolving incidents and fulfilling service requests, providing timely responses in line with Trust standards and service levels. To use initiative and judgement to resolve both routine and non-routine IT enquiries, seeking advice from supervisors, as required, in line with departmental policies and procedures. To ensure that any IT enquiries that cannot be dealt with directly are escalated to the appropriate resolver teams. To investigate and analyse re-opened enquiries. To provide reports, as requested, in order to analyse the trends of enquiries. To provide a high level of customer service and satisfaction at all times. To produce and maintain documentation for use in the online Knowledgebase. To manage and maintain the asset database and documentation as appropriate to the role. To occasionally assist the Technical Team with the moving and handling of equipment To work within the Trust Digital Technology Security Policy at all times and ensure all systems supported comply with this. To undergo staff training and development as required and attend all team and departmental meetings. To update systems as appropriate to track the lifetime of IT assets within the Trust. To demonstrate the Trust’s core values and behaviours. Be part of MY team We are an acute trust caring for over one million people in Wakefield and Kirklees. Our 10,000 staff work in patients’ homes, the community, and our three hospitals in Pontefract, Dewsbury, and Pinderfields (Wakefield). We prioritise our people and values so we can deliver the best possible care to patients. Our team is friendly, passionate, and innovative, always seeking better ways to work. We support work-life balance and foster a diverse, inclusive environment where everyone belongs. Our staff networks offer safe spaces to share ideas and concerns so we can increase awareness and appreciation of equality, diversity, and inclusion. We welcome applicants from all backgrounds and especially encourage members of the LGBTQ community, ethnic minority groups, and people with disabilities or neurodivergence to apply, as they are currently underrepresented in the Trust. If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day. Application Guidance We understand that more applicants are using AI technology to help with their applications. While these tools can be useful, they cannot fully capture your skills, knowledge, and experience. It’s important that you personalise your application. Relying solely on AI is not recommended, as it may reduce your chances of success. Our screening process is thorough, so if you have used AI, please make sure to disclose this on your application form. Our Benefits Access to the NHS pension plan Generous holiday allowance of 27 days plus bank holidays, increasing with 5 and 10 years of service Exceptional employee health and wellbeing services Extensive benefits and support, including: Onsite nurseries and childcare salary sacrifice scheme Cycle to work scheme Home electronics scheme Car lease salary sacrifice scheme Working carers support and advice, carers network and carers passport Flexible working options and family and carer-friendly policies Established staff networks, including LGBTQ and Race Equality Career progression, training and support Skilled worker sponsorship You can find out more about skilled worker and health and care visas on our .