IT Service Desk Analyst


Posted: 2 years ago

University Hospitals Dorset NHS Foundation Trust

£22,549 - £24,882 per annum


We recently went into partnership with Bournemouth University and, with the merger of Poole Hospital and Royal Bournemouth & Christchurch Hospital NHS Foundation Trusts, became University Hospitals Dorset NHS Foundation Trust this is a really exciting time to join us!

Our ambitious multi-million pound plans to develop our sites are well underway, including developing RBH as the major acute and emergency hospital in East Dorset, PH as the major planned care hospital, and ambitious plans for Christchurch to support on-going patient treatment.

Joining UHD gives you the opportunity to enjoy all that Dorset has to offer. Bournemouth is a vibrant university town , and Poole has a large natural harbour and is perfect for water sports or relaxing at a quayside restaurant.

With both the New Forest and Isle of Purbeck on our doorstep, over 7 miles of stunning sandy beaches and coastal paths, we are located within an area of amazing beauty providing a great place for you to achieve your rewarding work life balance.

The Informatics Directorate provide IT services to the University Hospital Dorset Trust covering Royal Bournemouth & Christchurch Hospital and Poole Hospital.

The IT Services Desk Team based at Poole play an extremely important role by delivering and supporting a range of IT services to the Trust’s 8000 members of staff, in support of high quality patient care. The Team is instrumental in delivering high standards of customer service and adopts a continuous improvement approach to the service it delivers.

We are looking for someone with current technical support experience, excellent telephone manner and exceptional customer service skills to join us as an IT Service Analyst.

The successful candidate will need to be:

  • Motivated to learn
  • A team worker
  • Capable of taking ownership of incidents and problems and proactively resolve these.

The successful candidate will need to have:

  • Prior experience of working in a service desk and or customer facing environment.
  • 2-3years of troubleshooting experience with hardware or software.
  • Microsoft based operating systems knowledge specifically Windows 10
  • Basic Active Directory awareness
  • Excellent Customer Care skills
    • Calm telephone manner
    • Dealing face to face with staff presenting themselves at the Service Desk office
  • Strong communication and troubleshooting skill
  • Good documentation skills
  • Ability to follow instructions both written and verbal.
  • Ability to resolve basic incidents and service requests at first point of contact;
  • Ability to escalate calls, when required, to second and third line support as appropriate.

Other desirable skills include:

  • Understanding IT Service Management (ITSM) terminology such as:
    • Incident & problem management
    • Service requests
    • Asset and Configuration management
    • Availability and Capacity management
    • Continual Service Improvement.
  • Working knowledge of ITSM compliant Service Desk functions and best practices
  • Critical thinking (what might be missing from a situation or problem description)

References will be required by email so please ensure you include email addresses and contact numbers for your referees to avoid delays.”


1. What skills do you already have which are transferable to this role?

2. Describe a team that you have worked in. What was your contribution and how did you overcome difficulties you encountered?

Answers should be typed into the Supporting Information section of your application form. Please limit your answers to 150 words per question. If you fail to answer the supporting questions above, your application will NOT proceed to the shortlisting stage.

Base Location: Poole Hospital

Interview Date: TBC

For further details / informal visits contact:

Name Verity Cooke

Telephone number 0300 019 2290

We believe that having a diverse workforce, and allowing people to be themselves, is essential in ensuring we offer an inclusive, welcoming and productive place to work.

We especially welcome applications from minority groups in the community who may be underrepresented in our workforce.

At UHD our active staff network groups are Black Asian Minority Ethnic Group (BAME), Lesbian, Gay, Bisexual and Transgender Network Group (LGBTQ+), European (EU), Pro Ability Staff Network, and the Armed Forces Support Group.

As a Trust we are proudly signed up to the Disability Confident and Armed Forces Covenant guaranteed interview schemes.

Please note:

COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course our patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not a condition of employment at this time, we do encourage our staff to get vaccinated.

Staff recruited are expected to be available to work flexibly across all our Trust locations when service demands require it.

This advert may be closed early if sufficient applications are received.

Internal Candidates: staff employed prior to merger who voluntarily change jobs will be appointed to UHD terms and conditions.



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Job Reference

Reference: 153-MO-10411

Closing Date: 2022-04-10

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