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:
1. Receiving user contacts into the desk via telephone or e-mail. Recording the details of these contacts into the helpdesk call logging tool.
2. 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.
3. Following established incident management procedures.
4. Maintain working relationships with technical teams across multiple sites.
5. Challenge & Improve on established incident management procedures.
6. Investigate complex problems and identify possible solutions.
7. Produce and update knowledge & training documentation.
8. 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:
Our benefits
We offer a range of benefits to support our staff including:
9. Access to the NHS Pension Scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
10. 27 days holiday rising to 33 days (depending on NHS Trust service)
11. 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.
12. A variety of different types of paid and unpaid leave covering emergency and planned leave
13. Confidential advice and support on personal, work, family and relationship issues, 24/7, from our Employee Assistance Programme
14. NHS Car Lease scheme and Cycle to Work scheme
15. An extensive range of learning and development opportunities
16. 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: .
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
Essential criteria
17. Knowledge of Call Logging systems or similar
18. High level of computer literacy gained from use of IT in the workplace or in academic arena.
Desirable criteria
19. Competent to level of A+ IT diploma qualification
20. Competent to the level of ECDL advanced
21. Knowledge ITIL Service Management
Training and experience
Essential criteria
22. Experience of working with IT in a customer orientated service
23. Experience of providing support for desktop environment
24. Proven experience in working in a pressurised target driven environment
Desirable criteria
25. Experience with Data Quality
Analytical and judgemental skills
Essential criteria
26. Demonstrable experience in complex problem solving
Planning and organisational skills
Essential criteria
27. Proven ability of being able to allocate tasks to others taking into account the demands on that individual to achieve agreed Service Level Agreements
Desirable criteria
28. Proven ability to use initiative.
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.