IT Service Desk Technician or Analyst

at  York and Scarborough Teaching Hospitals NHS Foundation Trust

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 provides 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 8am - 5pm, Monday - Friday, based at our offices in 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.
The main duty is providing a first line IT helpdesk service to NHS staff, which 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 of IT literacy, and also 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.
Our benefits

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 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 from a range of providers
• 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
  For further information on the fantastic range of benefits we offer please visit the Trust’s dedicated Staff Benefits pages.
  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 you 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

Please refer the Job description for details