Job summary Expected Shortlisting Date 28/02/2025 Planned Interview Date 10/03/2025 Are you ready to use your customer service skills and IT knowledge in a way that makes a positive impact on peoples lives? If so, we have a fantastic opportunity to become a member of our Service Desk team within the Leeds Teaching Hospitals NHS Trust. Reporting to the Service Desk Team Leader your role will be supporting the operational output of the Service Desk team, including supporting LTHT colleagues with their IT issues and requests. In return, we can offer you a varied, interesting, and challenging role working as part of a fantastic team and offering all the support you need to learn at pace and achieve your career ambitions. Main duties of the job The Service Desk Analyst will be core a member of the busy Service Desk team. They will use their IT knowledge and skills to speak with users and aid them in resolving their IT Issues and Requests at the first point of contact. The role requires strong communication skills, written and verbal, with a minimum basic understanding of IT in an operational environment. This skillset empowers the employee in the role to fully complete duties as a first level analyst. The role requires the staff member has a good understanding of NHS processes and systems as well as a strong understanding of ITIL and how a Service Desk should run within an efficient operational model. The role is heavily customer service based so previous experience is necessary. The role may support the Service Desk Manager and Senior Service Desk Analyst in some high-level tasks and overall running of the team. This role is a key stakeholder in ensuring that the medical professionals within the trust have the correct access and equipment, in full working order, to enable them to treat patients efficiently and effectively. About us DIT at LTHT is a highly motivated and inclusive place to work. We hold our Leeds Way Values in high esteem and respect all colleagues. Within the trust we are always looking to improve and give the best service possible, and we are looking for individuals with the same drive to join us. DIT look after the Trusts information technology, responsible for delivering and embedding the latest digital innovations, finding the right hardware and software to meet business needs, turning information into insight and everything in between. Its an exciting time to join us, as we offer varied and rewarding opportunities. Wed love to consider your application if you want to be a part of delivering operational services that allow patients to be treated effectively across Leeds. Please note that if you are applying for a fixed term position, should funding be available to support there may be a possibility of the position becoming permanent. Leeds Teaching Hospitals is committed to our process of redeploying 'at risk' members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions. Date posted 11 February 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year Contract Permanent Working pattern Full-time Reference number C9298-INF-202B Job locations St. James's University Hospital Beckett Street Leeds LS9 7TF Job description Job responsibilities Please see supporting documents for full Job Description with further information on requirements of the role, the department and workflows and full person specification. Job description Job responsibilities Please see supporting documents for full Job Description with further information on requirements of the role, the department and workflows and full person specification. Person Specification Experience Essential Customer Service Experience Basic IT experience in a relevant discipline Desirable Higher level IT experience in relevant discipline Service Desk Experience Qualifications Essential GCSEs in Mathematics and English at grade C or above (4 or above) Desirable IT qualifications or courses (i.e ITILv4) Skills & behaviours Essential Time-keeping Task prioritisation Troubleshooting skills Communication skills (verbal, listening and literature) Team working Independent working IT skills Training skills Trust Followership Desirable Ticket system knowledge Process management Knowledge and information management Willingness to learn Person Specification Experience Essential Customer Service Experience Basic IT experience in a relevant discipline Desirable Higher level IT experience in relevant discipline Service Desk Experience Qualifications Essential GCSEs in Mathematics and English at grade C or above (4 or above) Desirable IT qualifications or courses (i.e ITILv4) Skills & behaviours Essential Time-keeping Task prioritisation Troubleshooting skills Communication skills (verbal, listening and literature) Team working Independent working IT skills Training skills Trust Followership Desirable Ticket system knowledge Process management Knowledge and information management Willingness to learn Employer details Employer name Leeds Teaching Hospitals Address St. James's University Hospital Beckett Street Leeds LS9 7TF Employer's website https://www.leedsth.nhs.uk/ (Opens in a new tab)