Job summaryAre you an enthusiastic IT Service Desk analyst looking for a new challenge in the NHS? Do you enjoy troubleshooting complex IT issues? We are recruiting IT Service Desk Analysts to complement our existing team, ensuring that we can respond to the demands our busy hospital services across Guildford and the surrounding areas.Whilst an understanding of NHS environments and systems is desirable, on-the-job training will be given to the successful candidate. Currently based in Guildford, the successful candidate(s) will have a flexible attitude and be expected to cover the core hours 8.00am to 5.00pm, Monday to Friday, as part of a shift pattern to a maximum of 37.5hrs per week.Interviews will be in person and on site, and remote interviews are not available.Main duties of the jobOur Digital Service Desk Analysts are the first point of contact between Trust users and the IT Department and are responsible for handling all 1st line technical support issues. Duties primarily include the logging, triaging and progressing of calls right through to resolution, ensuring our customers' needs are satisfied at every opportunity. Could this be you?About usRoyal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing program along with a commitment to developing and advancing your career. Our diverse and welcoming Royal Surrey family will ensure you that you feel valued from your initial interview through your entire tenure.We are clinically led and provide joined up care by bridging the gap between hospital and community services alongside regional specialist cancer care. Our main acute hospital site is in Guildford with community hospital sites at Milford, Haslemere and Cranleigh. We provide adult community health services in homes across Guildford and Waverley.We have received an overall Good rating from the CQC with Medical care (including older peoples care), End of Life Care and Maternity services being deemed Outstanding by the CQC.Royal Surrey has a strong reputation and history to build on. We are proud of our achievements and we are investing in our colleagues through our commitment to supporting professional development as well as investing more than £45 million in our physical environment and new equipment in the next few years. There has never been a better time to join us.Although it isn't the Trusts normal practice, adverts may close early, so you are encouraged to submit an application as soon as possible.A video about the Royal Surrey - https://www.youtube.com/watch?v=5HsiGn9joTQJob descriptionJob responsibilitiesTo provide a high quality, comprehensive IT helpdesk service to the users of the IT network at all Trust sitesThe Digital Service Desk Analyst is the first point of contact between end users and the IT organisation. The analyst is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible or alerting / escalating them to the appropriate specialist support groups. The position requires technical troubleshooting abilities and excellent customer service skillsPerson SpecificationQualificationsEssentialDegree level education or equivalent specialist knowledge acquired through relevant experienceDesirableQualification in Customer Service/telephone trainingQualification in IT support, e.g. CompTIA A+, CompTIA N+ CertificationITIL Foundation Certificate in IT Service ManagementKnowledge & ExperienceEssentialExperience of working on an IT Service Desk or similar technical support environmentExperience of operating within Service Level Agreements and following working policies and proceduresUse of Service Management and Helpdesk softwareProven computer software and hardware troubleshooting knowledge and experience in a professional environmentExcellent knowledge of PC architecture and peripheralsBasic networking and telephony knowledge e.g VOIPProficient in the use of Active DirectoryKnowledge of remote access, configuration and deployment tools e.g. SCCM, CitrixAbility to flexibly cover the assigned hours of supportKnowledge and experience of troubleshooting Microsoft & AppleDesirableExperience of working in HealthcareSkillsEssentialGood level of IT skills in a wide range of areasExcellent communication skills - able to demonstrate effective listening, verbal and can demonstrate good standard of written communicationContribute to training and support documentationAbility to communicate technical information to others clearlyStrong organizational skillsWillingness to share knowledge and support othersExcellent customer service skillsAnalytical skills, problem-solving skills and the ability to respond to sudden unexpected demandsSupportive, patient, caring attitude with attention to detail and accuracyAble to work effectively under pressure and able to manage own workload while working to changing demands of the environmentWilling to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventionsDemonstrates a strong desire to improve performance and make a difference by focusing on goalsAble to manage time/priorities effectively in order to meet deadlinesDisclosure and Barring Service CheckThis 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.Employer detailsEmployer nameRoyal Surrey NHS Foundation TrustAddressRoyal Surrey HospitalGuildfordGU2 7XXEmployer's websitehttps://www.royalsurrey.nhs.uk/ (Opens in a new tab)