Main area Service Desk Grade Band 3 or Band 4, depending on experience Contract Permanent Hours Full time - 37.5 hours per week Job ref 419-7674012-SDT-D
Employer York and Scarborough Teaching Hospitals NHS Foundation Trust Employer type NHS Site York Hospital or Scarborough Hospital Town York Salary £24,937 - £30,162 per annum Salary period Yearly Closing 29/03/2026 23:59
IT Service Desk Technician or Analyst
Band 3 or Band 4, depending on experience
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).
Our Values
* We are KIND
* We are OPEN
* We pursue EXCELLENCE
We are looking for applications from people who share our values to help make us a valued and trusted partner within our care system, that delivers safe effective care to our local population.
Job 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.
You will be joining a dedicated and hardworking team that is the first point of contact for a diverse network of 10,000 NHS users covering multiple Health Service locations throughout York and Scarborough.
The NHS is committed to offering learning and development opportunities for all employees. No matter where you start within the NHS, you will have access to extra training and be given every chance to progress within the organization
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. Band 3 IT Service Desk Technician role is a development role and a great opportunity to gain all required skills. After achieving all KPIs you will become a band 4 IT Service Desk Analyst.
Main duties of the job
The main duty is providing a first line IT helpdesk service to NHS staff, this will involve:
* Receiving user contacts into the desk via telephone or e-mail. Recording the details of these contacts into the helpdesk call logging tool.
* Attempting to provide 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.
* Maintain working relationships with technical teams across multiple sites.
* Challenge & Improve on established incident management procedures.
* Investigate complex problems and identify possible solutions.
* Produce and update knowledge & training documentation.
* Being in regular contact with users of varying levels (in person and virtually) of IT literacy, with technical colleagues within the department, and other IT helpdesks.
The ability to keep calm and work under pressure is essential in order to efficiently handle peaks in demand, and reassure users their problem will be dealt with.
Successful candidates will ideally have at least 1 years’ 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.
Working for our organisation
For further information about working for our Trust please visit:
We offer a range of benefits to support our staff including:
* Access to the NHS Pension Scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
* 27 days holiday rising to 33 days (depending on NHS Trust service)
* A generous relocation package of up to 30% of salary (capped at £18k) to support with relocation expenses for hard to fill positions where relocation would be an expectation to undertake the role fully. If you would like to discuss a potential relocation package, please speak to the recruiting department/manager at interview stage.
* A variety of different types of paid and unpaid leave covering emergency and planned leave
* Confidential advice and support on personal, work, family and relationship issues, 24/7, from our Employee Assistance Programme
* NHS Car Lease scheme and Cycle to Work scheme
* An extensive range of learning and development opportunities
* Discounts on restaurants, getaways, shopping, motoring, cinema and finance through a of providers
For further information on the fantastic range of benefits we offer please visit the Trust's dedicated Staff Benefits pages.
Detailed job description and main responsibilities
A full description of the role is available in the attachment: job description.
Please note that if a high number of applications are received this advert may close early. You are advised to submit your application at the earliest opportunity.
Working for the Trust
Across our organisation, people are guided by values that were co-developed with staff: we are kind; we are open; and we pursue excellence.
Our values play into our ambition to develop a more diverse workforce, truly representative of our communities. We welcome applications from everyone, while working with our Staff Networks - including our Race Equality, LGBTQ+, Disability and Carers Networks - to increase the number of applications we receive from different backgrounds. If there is anything we can do to make our application process more accessible to you, please contact:yhs-tr.recruitment@nhs.net .
As part of seeking to become more inclusive, we will consider requests for flexible working from the start of your employment. It may not be suitable for every role, but we will try and be supportive where we can. We would encourage you to speak to the recruiting manager named within this advert to discuss any requirements you may have.
Armed Forces Friendly Employer
We are holders of the Gold Award from the Defence Employer Recognition Scheme, which is helping actively promote SaBRE - Supporting Britain’s Reservists and Employers. This means that we have made a statement of intent to support all Defence personnel, including with applications for employment.
Person specification
Knowledge, Qualifications
* Knowledge of Call Logging systems or similar
* High level of computer literacy gained from use of IT in the workplace or in academic arena.
* Competent to level of A+ IT diploma qualification
* Competent to the level of ECDL advanced
* Knowledge ITIL Service Management
Training and experience
* Experience of working with IT in a customer orientated service
* Experience of providing support for desktop environment
* Proven experience in working in a pressurised target driven environment
* Experience with Data Quality
Analytical and judgemental skills
* Demonstrable experience in complex problem solving
Planning and organisational skills
* Proven ability of being able to allocate tasks to others taking into account the demands on that individual to achieve agreed Service Level Agreements
* Proven ability to use initiative.
Please note that some of our substantive vacancies may be availableon a smaller number of hours than advertised. If you would be interested in applying on this basis, we would encourage you to contact the appointing manager to enquire further.
DBS Checks
Please be aware that all new employees starting work with us will be charged for the cost of their DBS check if it is required for the role. The cost will be deducted from your salary either in 1 payment or over a six month period once you start employment. By applying you are agreeing to this undertaking. If you are successful you will be asked to confirm if you wish to pay in one amount or in instalments. The charges are currently £27.38 for a standard check and £55.38 for an enhanced check. The level of check will be determined by the post you are applying for.
Please note that Volunteers and Bank only staff will not be charged.
The Disclosure and Barring Service (DBS) offers a confidential checking service for transgender applicants in accordance with the Gender Recognition Act 2004. This is known as the sensitive applications route, and is available for all levels of DBS check - basic, standard and enhanced.
The sensitive applications route gives transgender applicants the choice not to have any gender or name information disclosed on their DBS certificate that could reveal their previous identity. To contact the sensitive applications team, please telephone 0300 106 1452 or email sensitive@dbs.gov.uk .
Use of Artificial Intelligence (AI)
Please note, the selection processes at York & Scarborough Teaching Hospitals are in place to ensure we recruit candidates with the right skills and values. We remain vigilant against candidates who misuse these tools to generate an application that doesn’t accurately reflect their skills. You will be required to acknowledge that you are aware of this before submitting your application.
Agile and Flexible Working
We are committed to helping all staff balance their work with other commitments and have recently launched our new Agile and Flexible Working policy to support this, entitling all staff to request flexible working from day one – for all posts. We encourage you to speak to the recruiting manager named within this advert to discuss any requirements you may have.
Employee Assistance Programme (EAP)
All our employees have access to a free, confidential counselling and wellbeing support service. Our EAP is available 24/7, 365 days a year.
Relocation Package
The Trust offers a generous relocation package of up to 30% of salary (capped at £18k) to support with relocation expenses for hard to fill positions where relocation would be an expectation to undertake the role fully. If you would like to discuss relocation further, please speak to the recruiting manager at interview.
A bit more about us and the surrounding area
York and Scarborough Teaching Hospitals NHS Foundation Trust is situated in a fantastic part of the country that is home to two national parks, a beautiful coastline, and the city of York - consistently voted one of the best places to live in the UK. We provide a comprehensive range of acute hospital and specialist healthcare services for approximately 800,000 people living in and around York, North Yorkshire, North East Yorkshire and Ryedale - an area covering 3,400 square miles.
Our annual turnover is approaching £0.5bn. We manage eight hospital sites and have a workforce of around 10,000 staff working across our hospitals and in the community.
Sponsorship
Please note: Under current Home Office Immigration Rules we are unable to offer sponsorship for roles with a salary of less than £25,000 pa as they do not meet the UK Visas & Immigration criteria. Currently, this rules out sponsorship for Band 2, and some Band 3 roles. In addition to this, there are a number of other roles not eligible for sponsorship, therefore applicants requiring it may wish to determine the likelihood of obtaining sponsorship for this position by assessing themselves against the criteria on the gov.uk website - https://www.gov.uk/check-uk-visa .
Employer certification / accreditation badges
Application numbers
Please note that if a high number of applications are received this advert may close early. You are advised to submit your application at the earliest opportunity.
#J-18808-Ljbffr