IT Service Desk Analyst

Position Overview

Frimley Health NHS Foundation Trust is inviting applications for a permanent Band 4 IT Service Desk Analyst role based in Ascot. This on-site full-time position (37.5 hours per week) demands a proactive professional eager to support critical healthcare functions by providing first-line IT support to clinical and administrative staff across multiple sites, including satellite community locations.

Core Responsibilities

• Deliver a professional and efficient service through the Service Desk that aligns with the Trust's standards.
• Handle support requests courteously and professionally, ensuring all incidents are accurately recorded and responded to promptly according to service level agreements (SLAs).
• Provide initial troubleshooting to resolve user issues or escalate more complex problems appropriately.
• Maintain detailed logs of user interactions and issue resolutions.
• Manage escalations by following established procedures and responding quickly to complex and high-impact user calls.

Candidate Requirements

• Essential: NVQ Level 3 qualification or commensurate experience.
• Must obtain Microsoft Certified Desktop Support Technician certification within the first year if not already qualified.
• Desirable: ITIL V2 or V3 Foundation certification.
• Previous experience in a call centre, helpdesk, or IT support environment providing telephone-based customer service.
• Strong skills in diagnosing issues with PC hardware, operating systems, and application software.
• Effective communication skills and a pleasant telephone manner, with the ability to interact professionally with all organizational levels.
• Good organizational and administrative abilities.
• Working knowledge of Windows 7/10/11, MS Office suites including Office 2003/2007/2010 and Office 365, incident logging systems, and proprietary or bespoke software applications.

Additional Information

This role requires on-site presence in Ascot with no option for hybrid or remote working. Visa sponsorship is not available, so candidates must have the legal right to work in the UK throughout the contract duration. The Trust is committed to inclusivity, disability confidence, and offers wide-ranging professional development and training opportunities. Flexible working arrangements are possible to accommodate staff needs.

About Frimley Health NHS Foundation Trust

Serving over 900,000 people across Berkshire, Hampshire, Surrey, and South Buckinghamshire, Frimley Health NHS Foundation Trust is renowned for excellence and innovation. With a focus on patient care quality, staff wellbeing, and environmental sustainability—including NHS Net Zero commitments—it pursues modern, compassionate healthcare backed by significant investments in infrastructure and digital transformation such as the new hospital at Frimley Park and the Epic electronic patient record system launched in 2024. The Trust fosters a workplace culture grounded in excellence, collaboration, foresight, and compassion.