IT Support System Analyst - Kent and Medway ICS Only
Job summary
Please note this role is currently only being advertised to staff members who are currently working within the Kent and Medway ICS
The post holder will be part of a small IT Service Desk team and will provide first-line IT and Clinical Application support to the trust. The role provides first-line telephone-based IT support to end users who contact the IT Service Desk by telephone, the self-logging IT support portal, and by email. To ensure all incidents and service requests are properly logged to the IT Service Desk management system. Ensuring all incidents and service requests are either resolved at the first point of contact or passed to the correct third-line support team to be resolved within set service level agreements. This is an on-site role, and you will need to be able to travel to Maidstone Hospital.
Main duties of the job
To be the first point of contact for all incidents and service requests, ensuring a customer-focused service is provided professionally and courteously at all times.
Use the Trust's chosen Service Desk management tool for the logging and fixing of incidents received.
Ensure that all calls to the IT Service Desk are logged and the caller provided with a call reference number.
Proactively participate in the day-to-day management and delivery of essential change to preserve the integrity of the IT infrastructure and its further development.
Assists in the continuity of patient care by applying technical expertise to find and implement the right technical solutions to complex incidents and problems.
To understand the Information Governance policy and associated risks posed to the Trust through patient confidentiality, virus attacks, spyware, USB flash drives, unencrypted devices, etc.
To provide advice and guidance where appropriate and refer to the governance team if needed.
Please note that this role may often attract a high level of applications. Please note this role may close earlier than the original closing date, so please ensure you submit your application as soon as possible
About us
Maidstone and Tunbridge Wells NHS Trust ranks among the top 10 NHS Trusts nationwide and was named the second-best Trust to work for in the South East in the 2023 and 2024 NHS Staff Survey.
We are a large acute hospital trust in south-east England, providing general hospital services and specialist care to around 600,000 residents in West Kent and East Sussex. With a dedicated and diverse team of over 8,000 staff we are proud to offer specialised cancer services to over two million people through the Kent Oncology Centre.
Fordcombe Hospital, near Tunbridge Wells, became part of the Trust in October 2024. Specialising in planned care, it offers two operating theatres, 28 inpatient and day-care beds, diagnostic services (X-ray, MRI, CT, and endoscopy), and consultation/treatment rooms.
Looking for flexible working? We are a flexible working-friendly organisation. Whether it's adjusting your hours or exploring other flexible arrangements, we want to work with you to find the best solution for you, our patients, and the Trust. Talk to us about how we can accommodate your working needs.
Click here to hear what our staff say.
Joining us includes a comprehensive benefits package:
- At least 27 days of annual leave plus public/bank holidays (pro-rata for part-time staff).
- Membership in the NHS Pension Scheme, with a employer contribution of 23.7% and life assurance benefits
- Blue Light card eligibility
- And more, additional benefits can be found in the benefits documents below
Job description
Job responsibilities
Weve provided all the details you need about this role in the job description and person specification. Please take a moment to review the criteria in the person specification and share specific examples in your application that demonstrate how you meet these requirements. Please also check your application for errors/omissions prior to submission.
All successful applicants will be required to complete our corporate trust induction once a start date had been agreed.
Please note: This role is not eligible for UK Visa Sponsorship. In line with the UK Immigration Rules and Home Office Sponsorship Guidance, employers may only sponsor individuals for roles that meet strict eligibility, salary, and compliance requirements. Where a role does not meet these criteria, organisations are prohibited from assigning a Certificate of Sponsorship. Applicants must therefore already hold a valid immigration status and ongoing right to work in the UK in order to be considered.
Person Specification
Qualifications
- 5 GCSE's or equivalent at Grade C or above including English, Maths and Science.
- BTEC, NVQ or related qualification in IT.
- CompTIA A+ Certification.
- ITIL Version 4 Foundation.
- Microsoft Certification
Experience & Knowledge
- Previous IT service desk experience or customer service experience.
- Experience of working in a demanding customer focused environment.
- A good knowledge of Microsoft Windows 10 and above.
- A good knowledge of Microsoft Office applications. Including Word, Excel and Outlook.
- A good knowledge of Desktop hardware architecture.
- A good knowledge of printer configuration and architecture.
- Networking knowledge.
- Experience of following documented processes and procedures.
- Experience of troubleshooting IT faults.
- Previous NHS experience
Skills
- Strong IT technical skills
- Communication and interpersonal skills
- Active Listening
- Analytical problem-solving and trouble shooting skills
- Customer service skills
- Excellent time management
- Ability to manage and prioritise a complex and conflicting workload.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Maidstone and Tunbridge Wells NHS Trust
Address
Maidstone Hospital
Hermitage Lane
Maidstone
ME16 9QQ
United Kingdom
Employer's website
https://www.mtw.nhs.uk/