IT Service Desk Analyst | Milton Keynes University Hospital NHS Foundation Trust

IT Service Desk Analyst

Department IT

Band 4 £27,485 – £30,162 per annum pro rata if part-time

Hours 37.5 per week, all MKUH roles will be considered for flexible working

Overview

We are looking for an enthusiastic and self‑motivated individual with excellent communication and interpersonal skills to join the Trust’s IT Service Desk team. In this front‑line role you’ll support staff across the organisation by helping them resolve IT issues in a timely and professional manner, ensuring they can continue delivering safe, high‑quality care. You will work closely with colleagues in a collaborative and supportive environment, showing compassion in every interaction and communicating clearly with both clinical and non‑clinical staff. Your contribution will help maintain the smooth running of IT services, reflecting the Trust’s values of care, communication, collaboration, and contribution.

Qualifications

While prior experience working in an IT environment is desirable, it is not essential — we are equally keen to hear from candidates with a strong customer service background and a genuine interest in IT. A good understanding of Microsoft systems, sound problem‑solving skills, and the ability to remain calm under pressure are key.

Please note that we are not able to offer sponsorship for this role.

Responsibilities

• Logging, ownership and management of IT incidents allocated and reported by Trust staff. Own and manage the incident through the full incident lifecycle through to closure in line with ITIL standards.
• Provide 1st line support to the Trust for all users via telephone or remote assistance, supporting operating systems and all associated applications as well as providing support on laptops and mobile devices.
• Support a wide range of applications including a Patient Administration System/Electronic Patient Record (PAS/eCARE), Pathology System, Radiology System, Office suite and internally developed applications. Develop a high level understanding to provide excellent support.
• Provide occasional expert support on hardware such as laptops, mobile devices.
• Create and maintain knowledge databases used within the group and self‑help documentation accessible to all Trust staff.
• Communicate progress of logged incidents, problems and changes, and assist with communication to key stakeholders and system owners during major incidents.
• Guide users through complex problems, advising best practice and standard procedures.
• Follow departmental and Trust SOPs, Policies and Procedures and provide feedback on IT service related items to ensure continual improvement of the IT Service Desk.
• Perform user administration tasks: manage access to all IT systems ensuring strong user authentication controls; provision of new user accounts for IT systems including Active Directory, Exchange, PAS/eCARE, Pathology Systems, Radiology Systems.
• Assist with the delivery of a Registration Authority for the Trust.
• Work outside normal working hours, including early and late weekdays, weekends; join on‑call rota to support the Trust out of hours.

Benefits and Working Hours

Hours 37.5 per week. All MKUH roles will be considered for flexible working. Core operational hours of 08:00‑17:00; 1st line IT support service is required during these hours and typically exceeded.

Additional Information

Interview date w/c 3 November 2025. This advert closes on Friday 10 Oct 2025.