IT Service Desk Analyst

Role summary

This is a permanent Band 4 IT Service Desk Analyst position based in Ascot, working 37.5 hours per week on site. The role sits within the IM&T team and focuses on delivering first-line technical support and excellent customer service to clinical and administrative staff across multiple locations, including community satellite sites.

The post is suited to someone who enjoys solving technical issues, communicating clearly with users at all levels, and helping keep essential healthcare services running smoothly. The service desk acts as the main entry point for IT help, so this role is central to ensuring staff have dependable access to the systems and devices they need for patient care.

Working arrangement

This position is strictly site-based in Ascot. Remote working and hybrid working are not available.

Main duties

• Provide a consistently professional service that supports the needs of the Trust.
• Handle user support requests politely and efficiently.
• Record incidents and requests accurately, then assign and respond to them within agreed service levels and procedures.
• Deliver first-line support to help users resolve issues directly, or route cases to the appropriate support team when needed.
• Keep detailed and accurate records of user contact and final resolution notes.
• Follow escalation processes correctly.
• Deal promptly with escalated, complex, and high-impact calls.

Candidate profile

We are seeking a proactive, customer-oriented person with strong communication skills and a genuine interest in technology. The role requires someone who can stay organised, work calmly with different users, and provide effective support in a busy service environment.

Experience and qualifications

Applicants should have NVQ Level 3 or an equivalent level of experience. A Microsoft Certified Desktop Support Technician qualification is required, or it must be achieved within one year of appointment. ITIL V2/V3 Foundation is desirable.

Relevant background should include call centre, helpdesk, service desk, or another telephone-based customer service setting, along with experience in an IT support environment. Experience diagnosing issues with PC hardware, operating systems, and application software is also expected.

Technical and interpersonal skills

The role calls for a pleasant and efficient communication style with people across the organisation, strong telephone skills, and good administrative and organisational ability. Working knowledge is needed across Windows 7, Windows 10, Windows 11, Office 2003/2007/2010, Microsoft 365, and both standard and custom software applications. Familiarity with incident logging and call handling systems is also required.

Visa sponsorship and eligibility

This position does not qualify for Skilled Worker visa sponsorship. Candidates must already have the right to work in the UK for the full length of the role. Applications are welcomed from people seeking flexible working patterns where these can be aligned with service needs, although the post itself is based on site.

About the organisation

Frimley Health NHS Foundation Trust serves a population of more than 900,000 people across Berkshire, Hampshire, Surrey, and South Buckinghamshire. The organisation is working toward its FHFT 2030 ambition of being the best place to receive care and the best place to work in the NHS, supported by values centred on excellence, teamwork, future focus, and compassionate healthcare.

The Trust continues to invest in services, facilities, sustainability, and digital innovation, including major estate developments and the rollout of its electronic patient record system. Staff development is strongly supported through a range of professional, management, leadership, and clinical skills training opportunities.

Additional information

The Trust is committed to inclusion, disability confidence, Armed Forces recognition, healthy work-life balance, and continuous service improvement. A detailed job description and person specification are available in the supporting documents.