IT Service Desk Technician or Analyst (York)

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 at our offices in York. 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, 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 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.

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.