Job summary A new and exciting opportunity has arisen to join the MY Digital Service Desk team as a Digital Service Desk Analyst at The Mid Yorkshire Teaching NHS Trust. The Digital Service Desk team, in conjunction with other teams within Digital Services, delivers Trust-wide first line support to staff via telephone, remotely and in person, providing users with excellent service and support to deliver their roles safely and effectively. We are looking for friendly, motivated and enthusiastic individuals who are passionate to deliver high-quality, customer-focused first-line IT support and contribute to its ongoing development. This is a full time position working Monday to Friday, within the hours of 08.00am - 10.00pm. Main duties of the job To deliver a comprehensive range of high-quality, customer-focussed first-line IT support to staff and affiliates of the Trust. To interpret and investigate enquiries and provide guidance from initial contact through to resolution ensuring that that all IT enquiries are handled efficiently and effectively, in line with Trust standards and service levels. To provide first-line IT support, advice and information to customers over the phone, electronically and remotely. This will include supporting a range of desktop, laptop, mobile, printing, and telephone technologies, standard software applications, and corporate systems and services. About us We provide care and support to over a million people in Wakefield and Kirklees in their homes, community settings and across our three hospital sites at Pontefract, Dewsbury and Pinderfields (Wakefield). Always striving for excellence, we are at the forefront of innovation and research, and we invest in teaching and the development of our workforce. We live by our values of caring, improving, being respectful and maintaining high standards. We listen and learn because we aim to make Mid Yorkshire the best place to work and receive care. We value diversity and welcome talent and enthusiasm irrespective of age, disability, neurodivergence, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances including providing unpaid carers support to someone with a health and care need. As ethnic minority groups, members of the LGBTQ+ community, and people with a disability/neurodivergence are currently under-represented across the organisation, we encourage applications from members of these groups. We have policies and procedures to ensure all applicants are treated fairly and consistently. We are proud of our staff networks - who offer valuable guidance and feedback from those with lived experience. We have a clear vision and you could be part of this! If you share our values and you want to make a difference to the lives of our patients and their families and carers, we would love to hear from you. Date posted 04 April 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year Contract Permanent Working pattern Full-time, Flexible working Reference number C9377-DS0151A Job locations Dewsbury & District Hospital Halifax Road Dewsbury West Yorkshire WF13 4HS Job description Job responsibilities To provide first-line IT support, advice and information to customers over the phone, electronically and remotely. This will include supporting a range of desktop, laptop, mobile, printing, and telephone technologies, standard software applications, and corporate systems and services. To accurately record, monitor and maintain all incidents and service requests in order to provide data for Incident and Problem Management. To restore normal service to the customer as quickly as possible, following diagnoses of the incident or fulfilment of the service request ensuring safe use of IT equipment by users and training users as necessary to resolve remotely. Take ownership of support requests by logging, diagnosing, troubleshooting and resolving incidents and fulfilling service requests, providing timely responses in line with Trust standards and service levels. To use initiative and judgement to resolve both routine and non-routine IT enquiries, seeking advice from supervisors, as required, in line with departmental policies and procedures. To ensure that any IT enquiries that cannot be dealt with directly are escalated to the appropriate resolver teams. To investigate and analyse re-opened enquiries. To provide reports, as requested, in order to analyse the trends of enquiries. To provide a high level of customer service and satisfaction at all times. To produce and maintain documentation for use in the online Knowledgebase. To manage and maintain the asset database and documentation as appropriate to the role. To occasionally assist the Technical Team with the moving and handling of equipment To work within the Trust Digital Technology Security Policy at all times and ensure all systems supported comply with this. To undergo staff training and development as required and attend all team and departmental meetings. To update systems as appropriate to track the lifetime of IT assets within the Trust. To demonstrate the Trusts core values and behaviours. Job description Job responsibilities To provide first-line IT support, advice and information to customers over the phone, electronically and remotely. This will include supporting a range of desktop, laptop, mobile, printing, and telephone technologies, standard software applications, and corporate systems and services. To accurately record, monitor and maintain all incidents and service requests in order to provide data for Incident and Problem Management. To restore normal service to the customer as quickly as possible, following diagnoses of the incident or fulfilment of the service request ensuring safe use of IT equipment by users and training users as necessary to resolve remotely. Take ownership of support requests by logging, diagnosing, troubleshooting and resolving incidents and fulfilling service requests, providing timely responses in line with Trust standards and service levels. To use initiative and judgement to resolve both routine and non-routine IT enquiries, seeking advice from supervisors, as required, in line with departmental policies and procedures. To ensure that any IT enquiries that cannot be dealt with directly are escalated to the appropriate resolver teams. To investigate and analyse re-opened enquiries. To provide reports, as requested, in order to analyse the trends of enquiries. To provide a high level of customer service and satisfaction at all times. To produce and maintain documentation for use in the online Knowledgebase. To manage and maintain the asset database and documentation as appropriate to the role. To occasionally assist the Technical Team with the moving and handling of equipment To work within the Trust Digital Technology Security Policy at all times and ensure all systems supported comply with this. To undergo staff training and development as required and attend all team and departmental meetings. To update systems as appropriate to track the lifetime of IT assets within the Trust. To demonstrate the Trusts core values and behaviours. Person Specification Experience Essential Experience of working in a high-pressured service environment in a customer-facing role. Good working experience of current Windows PC and MAC operating systems. Experience of working to Service Level Agreement targets and managing own workloads to meet them. Desirable Experience of working in an IT Service Desk environment. Experience of using ITIL processes for IT Incidents and Service Requests. Experience of using IT Service Management tools. Previous NHS experience. Qualifications Essential 3 GCSEs at Grade C or above including English and Mathematics (or equivalent qualification). In exceptional cases, a lesser qualification may be acceptable with relevant experience. NVQ3 or HNC in a PC/desktop support related discipline or equivalent. ECDL or equivalent qualification or knowledge. Desirable Certification/accreditation in specific IT products or technologies, such as MS Office. Certification/accreditation in appropriate service delivery skills, such as ITIL v3/4, or in customer services. Service Desk Analyst certification. Personal Attributes Essential Proven organisational skills including the ability to handle multiple tasks and to prioritise effectively. Adaptable and flexible approach towards hours of work. Ability to work effectively under pressure. Knowledge and Awareness Essential Up to date knowledge of common computer equipment. Good working knowledge of current Windows PC and MAC operating systems. General knowledge of a range of common software applications (e.g. Web Browsers, Microsoft Office). Desirable Basic knowledge and understanding of Active Directory services and Office 365. Advanced knowledge of current Microsoft Windows operating systems. Skills and Abilities Essential Excellent time management skills. Excellent customer service skills. Effective team working skills. Person Specification Experience Essential Experience of working in a high-pressured service environment in a customer-facing role. Good working experience of current Windows PC and MAC operating systems. Experience of working to Service Level Agreement targets and managing own workloads to meet them. Desirable Experience of working in an IT Service Desk environment. Experience of using ITIL processes for IT Incidents and Service Requests. Experience of using IT Service Management tools. Previous NHS experience. Qualifications Essential 3 GCSEs at Grade C or above including English and Mathematics (or equivalent qualification). In exceptional cases, a lesser qualification may be acceptable with relevant experience. NVQ3 or HNC in a PC/desktop support related discipline or equivalent. ECDL or equivalent qualification or knowledge. Desirable Certification/accreditation in specific IT products or technologies, such as MS Office. Certification/accreditation in appropriate service delivery skills, such as ITIL v3/4, or in customer services. Service Desk Analyst certification. Personal Attributes Essential Proven organisational skills including the ability to handle multiple tasks and to prioritise effectively. Adaptable and flexible approach towards hours of work. Ability to work effectively under pressure. Knowledge and Awareness Essential Up to date knowledge of common computer equipment. Good working knowledge of current Windows PC and MAC operating systems. General knowledge of a range of common software applications (e.g. Web Browsers, Microsoft Office). Desirable Basic knowledge and understanding of Active Directory services and Office 365. Advanced knowledge of current Microsoft Windows operating systems. Skills and Abilities Essential Excellent time management skills. Excellent customer service skills. Effective team working skills. 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 (Opens in a new tab). 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 (Opens in a new tab). Additional information 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 (Opens in a new tab). 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 (Opens in a new tab). Employer details Employer name The Mid Yorkshire Teaching NHS Trust Address Dewsbury & District Hospital Halifax Road Dewsbury West Yorkshire WF13 4HS Employer's website https://www.midyorks.nhs.uk/ (Opens in a new tab)