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- Tasks: Provide first line ICT support and resolve user issues in a dynamic team environment.
- Company: Join the Leeds and York Partnership NHS Foundation Trust, a leader in mental health services.
- Benefits: Enjoy flexible working, generous leave, NHS pension, and career development opportunities.
- Why this job: Make a real difference by supporting healthcare staff with essential IT services.
- Qualifications: Customer-focused attitude and willingness to learn about ITIL processes.
- Other info: Diverse workplace with a commitment to values-based recruitment.
The predicted salary is between 28000 - 42000 £ per year.
Join to apply for the Service Desk Analyst role at Leeds and York Partnership NHS Foundation Trust
Join to apply for the Service Desk Analyst role at Leeds and York Partnership NHS Foundation Trust
Leeds and York Partnership NHS Foundation Trust provided pay range
This range is provided by Leeds and York Partnership NHS Foundation Trust. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Job overview
The ICT Service Desk function serves as the support gateway for all information, communication and technology and ICT training for approximately 3800 staff across Trust sites located across Leeds and York boundaries and supporting our wider regional wide services. The ICT Service Desk covers all IT and communication services ranging through software, hardware, network, servers, voice and data. You will be working in a small team taking calls and processing emails within our Service Desk ticketing system, responding to users, delivering first time fixes and liaising between second and third line support teams.
Main duties of the job
To work within a team and provide first line ICT support services within the Trust using ITIL processes of Incident Management, Service Requests and an understanding of Problem and Change Management. Day to day working with a computerised telephone call handling system to efficiently handle incoming calls to the Service Desk.
To ensure that the support provided to customers is consistent, timely, of high quality, follows all agreed processes and guidelines and to ensure policies and procedures are followed at all times.
• Experience of working within a Service Desk team and operating the ICT Service Desk ticketing system to record incidents, problems, service requests and log all fault diagnosis/resolutions.
• To be ITIL (Information Technology Infrastructure Library) qualified or willing to be trained.
• A high quality customer focused support approach, to service users of the Trusts network with a strong technical understanding supporting voice and data services (infrastructure, applications and hardware).
• Awareness of current data legislation, Data Protection, Caldicott, Information Governance and Freedom of Information.
• A professional attitude with excellent communication skills.
• Security and cyber awareness (spam/virus/misuse/abuse)
• Use of Active Directory
• Setting up and administering new starters Trust’s network accounts, removing access for leavers and changing network accounts.
Working for our organisation
The Leeds and York Partnership NHS Foundation Trust (LYPFT) is the main provider of Mental Health and Learning Disability services in Leeds. We also provide specialist inpatient services in York and some highly specialised services across the country. As a teaching trust with strong links to local universities, we are a centre of excellence for teaching, research and development.
There are many benefits of working for LYPFT including fantastic employee wellbeing support, 27 – 33 days annual leave, flexible working and remote working arrangements, the NHS Pension Scheme, coaching, support and opportunities for career development and training and education support alongside a range of exclusive discounts and payment schemes including for cars, extra leave days and more NHS Discount Offers.
We also have an incredible bank department, offering variety of roles in nursing, allied health professions, healthcare support worker and administration clerical. Permanent employees are automatically added to bank.
Applicants should be aware that any individual requiring a visa to work in the UK, the Trust provides sponsorship for registered healthcare practitioner roles only (this does not include Healthcare Support Workers). This is an essential requirement, and the Trust is unable to offer you a role if you do not meet Trust requirements for sponsorship and Home Office requirements for a visa.
Detailed job description and main responsibilities
• Setting up user and team security permissions for correct folder access.
• Setting up access to shared drives and folders.
• NHSmail administration and the configuring Microsoft Outlook.
• Microsoft Office 365 and applications.
• Experience of using remote access tools such as TeamViewer or Bomgar.
Supporting the following main services:-
• Hardware support for PC, laptops, tablets and printers.
• Software installation and support.
• Configuration and setup of mobile devices.
• A good understanding of ICT systems on the Trust network.
• Supporting agile users using the Trust’s Remote Services.
• A good understanding of the Trust’s clinical systems and their support teams.
We recruit people based on their values and qualifications (where required) and believe that their lived experience is an advantage, this means that together we are as diverse as the communities we care for. Simply put, when we employ caring people who act with integrity and have the right skills, we can give those with mental health challenges, learning disabilities and neurodiversity high-quality care and support to live fulfilling lives, and make our staff feel purposeful, happy and valued.
All our information is available in accessible formats. Please contact the Recruitment team recruitment.lypft@nhs.net
Attached to this advert is our candidates guide to values-based recruitment and supporting guidance on how to make a successful application.
If you require a reasonable adjustment, please contact the Recruitment Team or see the attached candidate guide to reasonable adjustments.
To find out more about the key responsibilities and the specific skills and experience you’ll need, look at the Job Description & Person Specification attachments under the Supporting Documents heading.
So that you’re even more equipped to make an informed decision to apply to us, you’ll need to take time to read the Candidate Guide to Values Based Recruitment. This document provides you with information to help you apply.
Seniority level
-
Seniority level
Not Applicable
Employment type
-
Employment type
Full-time
Job function
-
Job function
Health Care Provider and Information Technology
-
Industries
Mental Health Care, IT System Data Services, and IT System Training and Support
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Service Desk Analyst employer: Leeds and York Partnership NHS Foundation Trust
Contact Detail:
Leeds and York Partnership NHS Foundation Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Get to know the company! Research Leeds and York Partnership NHS Foundation Trust, their values, and what they stand for. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. Focus on how your skills align with the Service Desk Analyst role and be ready to share examples of your past experiences.
✨Tip Number 3
Don’t forget to ask questions! Prepare a few thoughtful questions about the role or the team. This shows you're engaged and helps you figure out if the job is the right fit for you too.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it gives you a chance to explore more about the Trust and other roles that might interest you.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Service Desk Analyst role. Highlight your relevant experience in ICT support and any ITIL qualifications you have. We want to see how your skills match what we're looking for!
Showcase Your Customer Focus: Since this role is all about providing top-notch support, emphasise your customer service skills. Share examples of how you've helped users in the past and how you ensure a high-quality service. We love seeing that commitment to helping others!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon unless it's relevant. We appreciate a well-structured application that makes it easy for us to see your strengths.
Apply Through Our Website: Don't forget to submit your application through our official website! This ensures that we receive your details directly and can process your application smoothly. We can't wait to hear from you!
How to prepare for a job interview at Leeds and York Partnership NHS Foundation Trust
✨Know Your ITIL Basics
Make sure you brush up on your ITIL knowledge before the interview. Understanding Incident Management, Service Requests, and Problem Management will show that you're serious about the role and ready to hit the ground running.
✨Showcase Your Customer Service Skills
Since this role is all about providing top-notch support, be prepared to share examples of how you've delivered excellent customer service in the past. Think about specific situations where you resolved issues effectively and kept users happy.
✨Familiarise Yourself with the Trust's Systems
Do a bit of homework on the Trust’s ICT systems and services. Knowing about their hardware, software, and communication tools will help you stand out as a candidate who is genuinely interested in the position and ready to contribute.
✨Prepare for Technical Questions
Expect some technical questions related to hardware support, software installation, and network services. Brush up on your knowledge of Active Directory and remote access tools like TeamViewer or Bomgar to demonstrate your technical prowess.
