The Informatics Directorate provide IT services to the University Hospital Dorset Trust covering Royal Bournemouth & Christchurch Hospital, Poole Hospital and several satellite sites.
The IT Services Desk Team based at Poole play an extremely important role by delivering and supporting a range of IT services to the Trust’s 12,500 members of staff. The Team is instrumental in delivering high standards of customer service and adopts a continuous improvement approach to the service it delivers.
We are looking for someone with current technical support experience, excellent telephone manner and exceptional customer service skills to join us as an IT Service Analyst.
The successful candidate will need to be:
Motivated to learn
A team worker
Capable of taking ownership of incidents and problems and proactively resolve these
The IT Service Desk is open 7am- 5pm Monday - Friday, 8am - 4pm Saturday & Sunday, including bank holidays.
To understand the role in more detail please read the full job description and person specification documents which are attached to this advert.
The successful candidate will need to have:
Prior experience of working in a IT service desk and or customer facing environment.
2-3years of troubleshooting experience with hardware or software.
Microsoft based operating systems knowledge specifically Windows 10 & 11, SharePoint & Teams, NHS.net Portal experience
Basic Active Directory awareness
Excellent Customer Care skills
Calm telephone manner
Dealing face to face with staff presenting themselves at the Service Desk office
Strong communication and troubleshooting skill
Good documentation skills
Ability to follow instructions both written and verbal.
Ability to resolve basic incidents and service requests at first point of contact;
Ability to escalate calls, when required, to second and third line support as appropriate.
Other desirable skills include:
Understanding IT Service Management (ITSM) terminology such as:
Incident & problem management
Service requests
Asset and Configuration management
Availability and Capacity management
Continual Service Improvement.
Working knowledge of ITSM compliant Service Desk functions and best practices
Critical thinking (what might be missing from a situation or problem description)
References will be required by email so please ensure you include email addresses and contact numbers for your referees to avoid delays.
UHD are investing, developing and transforming Trust services in line with the New Hospital Programme. As part of this, some services may move site this year or next, either temporarily or permanently. Recruiting Managers will be happy to answer any service-specific questions at interview.
If a role or service relocates as part of a planned move, excess mileage will not be reimbursed. Travel from home to the new work base will be classed as a normal commute. Any other changes will be managed under Trust or national terms and conditions.
UHD has active networks including Women’s, BAME, Pride, EU, Pro Ability, and Armed Forces. We support Disability Confident and Armed Forces Covenant interview schemes.
AI tools may be used, but applications must honestly reflect your own skills and experience. Integrity is key to our recruitment process.
To understand the role in more detail please read the full job description and person specification documents which are attached to this advert.
