Service Desk Analyst
Job summary
Support our NHS colleagues by joining our IT Service Desk team in Cornwall! We provide a first line service desk to more than 12,000 clinicians and support staff across Cornwall and the Isles of Scilly, recording and triaging around 140,000 requests and incidents a year.
Main duties of the job
Our Service Desk team work under pressure every day, so friendliness, great rapport with customers and a robust sense of humour are a definite requirement of this job!
If you have existing skills in Office 365, or better still, backend administration experience, we want to hear from you. Teams, Active Directory/Azure, office or other productivity apps support or knowledge are a definite bonus, alongside experience of working in a front line support role. We require an excellent standard of verbal, listening and writing skills as you will use multiple forms of communications every day.
In return we can offer you the satisfaction of knowing you're supporting amazing NHS colleagues in their vital work, as well as a job of huge variety within a team of great people.
About us
The Royal Cornwall Hospitals NHS Trust (RCHT) is the main provider of acute and specialist care services in Cornwall and the Isles of Scilly. It serves a population of around 470,000 people, a figure that can increase significantly with visitors during the busiest times of the year. We employ approximately 6,700 staff and have a budget of approximately £740 million.
RCHT is responsible for the provision of services at three main sites with approximately 780 inpatient beds:
Royal Cornwall Hospital in Truro
St Michael's Hospital in Hayle
West Cornwall Hospital in Penzance
We are a teaching hospital in partnership with the University of Exeter Medical School, University of Plymouth School of Nursing and Midwifery, and Peninsula Dental School.
Keeping at the forefront of medical advances, we are continually developing our clinical services as well as our facilities, and are committed to maximising the range of specialist care that can be offered locally. Allied to this is a growing reputation for research and innovation.
The Knowledge Spa on the Royal Cornwall Hospital site is the base for medical and nursing as well as ongoing education for health professions in clinical and non-clinical roles. This plays a vital part in attracting and retaining highly skilled teams of doctors, nurses and other health professionals who support the care of well over half a million people each year.
Job description
Job responsibilities
PLEASE NOTE: To view the full Job Description and Person Specification, please click the supporting document on the right-hand side.
To be an employee of the NHS you need to successfully complete the following:
- Identity Checks
- Professional registration and qualification checks
- Employment history and reference checks
- Work health assessments
- Criminal record check standards
- Right to work checks
For further information please visit:
https://www.nhsemployers.org/topics-networks/employment-standards-and-regulation
Many of our staff work flexibly in many different ways. Please talk to us at interview about any flexible working arrangements you would prefer or require. While we may not be able to fully accommodate all requests, such requests will not be referenced during the interview scoring process, and we will fully consider and try to accommodate them for successful applicants.
We reserve the right to close this advert early, or when the allocated number of applications has been reached. Please submit your application at the earliest opportunity.
Person Specification
Qualifications
- 5 GCSEs including Maths and English Grade 5/C or above
- IT/Customer Care qualification
- ITIL Foundation certificate
- NVQ3 in related discipline
Experience
- Service Desk/Helpdesk experience, IT preferred
- Customer Care experience
- Service Desk tool set experience (Incident Mgt Sys/ACD)
- NHS experience
- Active Directory administration experience
- NHSmail administration experience
- Desktop/Clinical or Business systems/Telecomms support experience
- Office 365 - Teams/Accounts administration
- Non Service Desk IT Support experience
Practical/Intellectual Skills
- Customer care skills
- Knowledge of Service Desk processes
- Quick to pick up new technology
- Excellent communication skills
- Multi-tasker
- Troubleshooting skills
- Knowledge of NHS applications or network
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
Royal Cornwall Hospitals Trust
Address
Trecarrel
Drump Road
Redruth
TR15 1LU
Employer's website
https://www.royalcornwall.nhs.uk/