Job summary This post is only open for applications for individuals employed within the Hampshire and Isle of Wight NHS Care System Organisations within scope are as follows: Hampshire and Isle of Wight Integrated Care Board Southern Health Foundation Trust Portsmouth Hospitals University NHS Trust University Hospital Southampton Solent NHS Trust South Central Ambulance Service Isle of Wight NHS Trust Hampshire Hospitals Role: Service Desk Analyst Band: 3 £24,071 to £25,674 per annum Hours: 37.5 Contract Type: Permanent To improve the effectiveness and value of health care delivery for Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust (the Trusts). This post is a member of the Group Digital Service, within the Information Technology (IT) function. Working as one service, to minimize the impact of IT services on service users and on patient care, support services, and management by: Providing a first-line single point of contact for IT service users, dealing with technical issues and requests as required through to resolution. Resolving the maximum number of incidents at first contact within agreed timescales in line with service agreements. Escalating calls to second-line service desk staff where relevant. Please note, this position has also been advertised on the Portsmouth Hospitals University Trust's jobs page. If you are interested in this position and wish to apply, there is no requirement for you to submit two separate applications. Main duties of the job Key Responsibilities: First Point of Contact: Be the first point of contact for IT service users, handling all types of queries, requests for service, and incident logging. Accurate Logging: Log all support interactions accurately, ensuring comprehensive documentation is captured for troubleshooting and resolution purposes. User Account Management: Assist with user account management tasks, including user provisioning, access permissions, and account maintenance. Issue Resolution: Use technical skills and expertise to resolve identified IT issues and requests, either over the telephone or via remote support technologies. Team Collaboration: Work as part of an IT service desk team, supporting a wide range of IT systems. Customer Service: Provide excellent customer service, ensuring a positive and professional experience for service users seeking assistance. Professional Development: Maintain personal and professional development to meet the changing demands of the job and participate in appropriate training activities. Compliance: Adhere to Trust policies and procedures as required. Flexibility: Occasionally be required to work flexibly to meet the demands of the service. About us Our vision for Single Corporate Services Isle of Wight NHS Trust (IWT) and Portsmouth Hospitals University NHS Trust (PHU) have a shared vision of a single corporate service across our two organisations, supported by a single set of identical systems and processes, under joint leadership, to drive significant efficiencies, improve employee experience, and return time to patient care. This vacancy is part of the Single Corporate Services Division. Why are we changing the way we deliver Corporate Services? Working as a partnership, both IWT and PHU have a shared vision for excellence in care for our patients and communities; with a set of strategic aims underpinning how we will achieve this. The creation of a single corporate service is essential for us to support our clinical and operational services, and our wider transformation programme. For further information, please read the attached document outlining the vision for our single corporate services. The single corporate service is delivered across both organisation. You may be based at either IWT or PHU and individuals may be required to undertake business travel between sites. For leaders managing staff across multi-site locations, you will need to be visible and provide in person leadership. The arrangements and frequency will be agreed locally. Date posted 11 February 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year pro rata, per annum Contract Permanent Working pattern Full-time Reference number 470-24-0068-COR Job locations Building 4000, Lakeside North Harbour Cosham Portsmouth PO6 3EN Job description Job responsibilities For further details, please see enclosed Job Description. Please note your application may be transferred to the Portsmouth Hospitals University NHS Trust Applicant Tracking System (ATS) if you are selected for an interview. Job description Job responsibilities For further details, please see enclosed Job Description. Please note your application may be transferred to the Portsmouth Hospitals University NHS Trust Applicant Tracking System (ATS) if you are selected for an interview. Person Specification Qualifications and Skills & Knowledge Essential ITIL Foundation Certificate Working knowledge of Information Technology products Desirable Experience of using remote support software Strong customer service and communication skills Experience of either providing IT Service Desk support or first line IT support, preferably in PC applications Person Specification Qualifications and Skills & Knowledge Essential ITIL Foundation Certificate Working knowledge of Information Technology products Desirable Experience of using remote support software Strong customer service and communication skills Experience of either providing IT Service Desk support or first line IT support, preferably in PC applications Disclosure and Barring Service Check This 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service Check This 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Isle of Wight NHS Trust Address Building 4000, Lakeside North Harbour Cosham Portsmouth PO6 3EN Employer's website https://www.iow.nhs.uk/ (Opens in a new tab)