Location: Dewsbury & District Hospital, West Yorkshire, United Kingdom
Salary: £24,071 to £25,674 per year
Contract: Permanent
Working Pattern: Full-time, Flexible Working
Certificate of Sponsorship: Available
Closing Date: 20 April 2025
Job Overview
The Mid Yorkshire Teaching NHS Trust is seeking a dedicated and enthusiastic Digital Service Desk Analyst to join its MY Digital Service Desk team. This is an exciting opportunity for individuals who are passionate about delivering high-quality, customer-focused first-line IT support in a busy and dynamic healthcare environment. The successful candidate will provide IT support to over a million people across the Trust’s hospital sites, ensuring the smooth operation of IT systems for staff and affiliates.
As a Service Desk Analyst, you will be responsible for diagnosing, troubleshooting, and resolving IT incidents and service requests, ensuring high standards of service and customer satisfaction. This role offers a Certificate of Sponsorship, making it an ideal opportunity for international applicants seeking visa sponsorship.
Key Responsibilities
Provide First-Line IT Support
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Offer support over the phone, via email, and remotely to staff and affiliates.
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Assist with a wide range of IT technologies, including desktop, laptop, mobile devices, printing, telephone systems, and corporate applications.
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Provide guidance and troubleshooting support on common software applications like Microsoft Office and web browsers.
Incident Management & Resolution
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Record, monitor, and track incidents and service requests, ensuring they are resolved promptly and effectively.
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Maintain detailed logs and data to support incident management and problem resolution.
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Escalate unresolved issues to the appropriate resolver teams in a timely manner.
Customer Service Excellence
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Deliver exceptional customer service, ensuring high levels of satisfaction for all users.
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Handle both routine and non-routine IT enquiries, using your initiative and judgment to resolve issues efficiently.
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Demonstrate effective communication skills, both in written and verbal formats, to ensure clear and concise support for end users.
IT Asset Management
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Manage and maintain the asset database, tracking the lifecycle of IT equipment within the Trust.
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Occasionally assist the technical team with the relocation and handling of IT equipment.
Security & Compliance
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Adhere to the Trust’s Digital Technology Security Policy, ensuring all systems comply with established standards and security protocols.
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Maintain updated documentation in the online Knowledgebase and ensure best practices are followed at all times.
Person Specification
Experience
Essential:
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Previous experience in a high-pressure, customer-facing environment.
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Strong working knowledge of Windows and Mac operating systems.
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Experience in managing workloads to meet Service Level Agreement (SLA) targets.
Desirable:
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Experience working in an IT Service Desk environment.
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Familiarity with ITIL processes and IT Service Management tools.
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Previous experience in the NHS or healthcare sector.
Qualifications
Essential:
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3 GCSEs (Grade C or above) including English and Mathematics, or equivalent.
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NVQ3 or HNC in a PC/desktop support-related discipline or equivalent.
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ECDL or equivalent qualification or knowledge.
Desirable:
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Certification/accreditation in IT products like MS Office.
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Certification in IT service delivery (e.g., ITIL v3/4).
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Service Desk Analyst certification.
Personal Attributes
Essential:
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Strong organizational skills, with the ability to multitask and prioritize effectively.
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Flexible and adaptable approach to working hours.
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Ability to work effectively under pressure, with a focus on problem-solving.
Knowledge & Awareness
Essential:
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Up-to-date knowledge of computer hardware and software.
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Good working knowledge of Windows and Mac operating systems.
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Familiarity with a range of common software applications (e.g., Microsoft Office, web browsers).
Desirable:
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Basic understanding of Active Directory services and Office 365.
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Advanced knowledge of Microsoft Windows operating systems.
Skills & Abilities
Essential:
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Excellent time management and organizational skills.
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Proven customer service and communication skills.
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Effective team-working abilities and a collaborative approach.
Benefits of Working at Mid Yorkshire Teaching NHS Trust
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Competitive Salary: £24,071 to £25,674 annually.
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Permanent Contract: Job security with opportunities for career growth within the NHS.
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Flexible Working: Enjoy a work-life balance with flexible working patterns.
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Visa Sponsorship: The role offers a Certificate of Sponsorship, supporting international applicants with visa sponsorship.
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Training and Development: Continuous professional development opportunities, including training on new technologies and processes.
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Diversity and Inclusion: The Trust is committed to diversity and welcomes applicants from all backgrounds, including those from ethnic minority groups, the LGBTQ+ community, and individuals with disabilities or neurodivergence.
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Generous Leave: A comprehensive benefits package, including annual leave, pension contributions, and access to employee support services.
About Mid Yorkshire Teaching NHS Trust
The Mid Yorkshire Teaching NHS Trust provides healthcare services to over a million people across Wakefield, Kirklees, and the surrounding areas. The Trust operates across three main hospital sites: Pontefract, Dewsbury, and Pinderfields (Wakefield).
At the core of our work is a commitment to providing excellent care to our patients, and this is reflected in our values of caring, improving, respecting, and maintaining high standards. As an organization, we continually strive for excellence in both service delivery and workforce development. We are also at the forefront of healthcare innovation and research.
We are an equal opportunity employer, and we actively encourage applications from under-represented groups, including ethnic minorities, people with disabilities, and individuals from the LGBTQ+ community. We are committed to offering a supportive and inclusive environment for all employees.
Why Apply?
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Make a Difference: By joining the Mid Yorkshire Teaching NHS Trust, you become part of an organization dedicated to improving the lives of patients and their families.
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Career Growth: With extensive training and development opportunities, you’ll have the chance to advance your career in the NHS.
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Supportive Team: Be part of a friendly, motivated team working in a collaborative and dynamic environment.
How to Apply
To apply for the Service Desk Analyst position, please visit the official NHS jobs website and submit your application before the closing date of 20 April 2025.
Apply Here
Note: Applications from individuals requiring a Certificate of Sponsorship to work in the UK are welcome. Visit the UK Visas and Immigration website for more information on the Skilled Worker visa and related requirements.
By joining Mid Yorkshire Teaching NHS Trust, you will have the opportunity to contribute to high-quality healthcare services while developing your career in IT support. We look forward to receiving your application and welcoming you to our team!
