Location: Redruth, United Kingdom
Salary: £26,530 to £29,114 per annum (plus 30-60% enhancements for nights and weekends)
Contract Type: Permanent
Working Pattern: Full-time
Certificate of Sponsorship (COS): Available
Closing Date: 26 February 2025
Job Overview
The Royal Cornwall Hospitals NHS Trust is seeking a dedicated Senior Analyst/Service Desk professional to join our IT Service Desk team. This is an exciting opportunity to provide frontline IT support for our clinical staff, ensuring the smooth operation of essential systems and services. The successful candidate will join a team that operates a shift-based rota, including office hours, evenings, weekends, and Bank Holidays.
This role offers a mix of office-based and homeworking, with evening and night shifts performed remotely, ensuring flexibility while maintaining a critical presence during off-hours.
Key Responsibilities
As a Senior Analyst on the Service Desk, you will play a pivotal role in delivering top-tier IT support and services. Your responsibilities will include:
1. IT Service Desk Support
- Provide expert support to clinical staff across various IT systems.
- Monitor and resolve cybersecurity alerts, ensuring the protection of critical systems.
- Administer Active Directory and Office 365 services, including user account management.
- Support access control processes, ensuring secure and efficient use of resources.
- Assist with processing joiners, movers, and leavers within the organization.
2. Shift-based Operations
- Work as part of a shift rota to ensure continuous IT support during office hours, evenings, weekends, and Bank Holidays.
- Manage various maintenance tasks such as system updates and troubleshooting during your assigned shifts.
3. Customer Service Excellence
- Maintain a friendly, approachable attitude, providing clear communication and support to end users.
- Resolve technical issues efficiently, ensuring minimal disruption to clinical staff and hospital operations.
4. Collaborative Working
- Collaborate closely with other IT teams and departments to ensure the seamless operation of the hospital’s IT infrastructure.
- Assist with system improvements and contribute to ongoing IT initiatives that improve operational efficiency and service delivery.
Qualifications and Skills
We are looking for a skilled professional who can bring both technical expertise and a strong customer service orientation to the role. Below are the essential and desirable qualifications and skills required:
Essential Qualifications
- A Level education or equivalent.
- ITIL Foundation certificate (ITIL V3 or V4).
- NVQ3 or equivalent in a relevant IT or customer care field.
Desirable Qualifications
- Formal training in Active Directory (AD), Azure AD, and Office 365.
- Customer Care/IT NVQ.
Skills Required
- Office 365 Administration experience.
- Familiarity with Active Directory and Network Administration.
- Experience working in an IT Service Desk environment.
- Knowledge of telephone support and online call management systems.
- Strong customer care and communication skills.
Desirable Skills
- Supervisory experience in an IT setting.
- Experience with NHS Mail Portal administration.
- Background in desktop support or clinical/business system support.
- Knowledge of telecommunications and network systems.
Experience Requirements
Essential Experience
- Hands-on experience in Office 365 Administration and Active Directory.
- Experience in an IT Service Desk environment, ideally in a healthcare setting.
- Exposure to managing and supporting online call management systems.
Desirable Experience
- Previous experience in the NHS or similar healthcare settings.
- Supervisory experience or management of shift-based IT teams.
- Exposure to desktop support and clinical systems.
Additional Information
Salary and Benefits
- Salary: £26,530 to £29,114 per annum, with 30-60% enhancements for night and weekend shifts.
- Contract: Permanent, full-time role.
- Location: Redruth, Cornwall (with flexible working options).
Other Benefits Include:
- Flexible working options where possible (please discuss at interview).
- Generous enhancements for evening, night, and weekend shifts.
- Certificate of Sponsorship is available for eligible candidates under the Skilled Worker Visa route.
Eligibility Criteria
- Right to work in the UK is essential.
- Disclosure and Barring Service (DBS) check required as part of the application process.
- For more information on eligibility and visa requirements, please visit the UK Visas and Immigration website.
About Us
The Royal Cornwall Hospitals NHS Trust (RCHT) is the leading provider of acute and specialist care services for a population of around 500,000 people in Cornwall and the Isles of Scilly. We employ approximately 6,700 staff and offer a comprehensive range of services, including teaching, research, and specialized care. Our hospital is partnered with the University of Exeter Medical School, University of Plymouth, and the Peninsula Dental School, ensuring that we remain at the forefront of medical education and research.
Our Knowledge Spa serves as the base for ongoing training and professional development for clinical and non-clinical staff alike. We are committed to continually advancing our clinical services and providing top-quality care to our community.
How to Apply
If you are interested in this exciting opportunity and meet the qualifications outlined above, we encourage you to apply.
Please note that the closing date for this position is 26 February 2025.
For more information, or to apply for the role, please click the link below:
