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Countess of Chester Hospital NHS Foundation Trust

ICT Operations Service Desk Analyst

Information:

This job is now closed

Job summary

Working Full time: 37.5 hours per week

We are looking for an enthusiastic, self-motivated and flexible individual to join our ICT Service Desk team.This post will be to answer incoming telephone calls, accurately record all information provided by each caller within an I.T. service management system and provide basic technical support to end users. The post holder will work closely with the customers and all ICT Teams to ensure a satisfactory solution is provided.

Main duties of the job

The successful candidate will be based within the Service desk where they will be required to manage a high volume of incoming telephone enquiries ranging from basic I.T. to more specialised clinical systems support that require immediate resolution; this can be quite an exciting and challenging environment to work in.

Remaining calm and professional during times of extreme pressure, swiftly identifying the real needs of a customer and resolving or escalating calls promptly when required are essential traits the successful candidate will exhibit.

Additionally, all candidates must have strong customer focused approach, good communication and interpersonal skills and have had previous experience dealing with customers over the telephone and in person.

About us

The Trust's services are provided from three locations: o The Countess of Chester Hospital: providing 473 general and acute beds. o Ellesmere Port Hospital: providing 60 beds as a rehabilitation, intermediate and outpatient facility. o Tarporley War Memorial Hospital: a base for community services which serve the local rural population. The Countess of Chester Hospital NHS Foundation Trust employs 5,964 staff (headcount) to provide care and treatment to a population of over 400,000 people living in Chester and West Cheshire which includes Ellesmere Port and Neston as well as the Deeside area of Flintshire. The Trust works collaboratively within the wider Cheshire and Merseyside Integrated Care System. Due to its location on the border with North Wales, the Trust also works closely with the Betsi Cadwaladr University Health Board. The Trust treats patients from England and some parts of Wales. During 2024/2025, there were approximately 643,000 patient attendances (inpatient, A&E, outpatient and diagnostic) ranging from a simple outpatient appointment to major cancer surgery

Details

Date posted

09 June 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£25,760 to £27,476 a year pa

Contract

Permanent

Working pattern

Full-time

Reference number

210-2026-367

Job locations

Countess of Chester Hospital

Liverpool Road

Chester

CH2 1UL

United Kingdom


Job description

Job responsibilities

See Job Description for further details.

Recruitment selection processes are based on competence (see Person specification) and values. An applicant guide to help and support you through your recruitment journey can be accessed at the bottom of this page.

If you have a disability that meets the definition set out in the Equality Act 2010, and you can show that you meet the essential criteria described in the person specification for an available position, please answer YES to the question: Do you wish to be considered under the Guaranteed Interview Scheme?

Please inform the team if you have any special support needs to be considered as part of the interview and selection processes.

The trust offers a Guaranteed Interview Scheme to any armed forces community applicants who meet the essential criteria for the post.

If a DBS is required for your role, you are encouraged to enrol for the DBS Update Service. A small annual fee applies which is payable to the DBS Service.Please note applicants will be required to pay for their DBS check. Costswill be deducted from their salary over the first three months of employment.

New entrants to the NHS will commence on the minimum of the scale stated above.

Applicants requiring sponsorship may wish to determine the likelihood of obtaining sponsorship for this position by assessing themselves against the criteria on the gov.uk website - https://www.gov.uk/check-uk-visa.

The Trust will not sponsor where the starting salary does not meet immigration rules

Applicants are advised to apply early as if a large number of applications are received for this post, we reserve the right to close the vacancy prior to the advertised date.

Good luck with your application.

Job description

Job responsibilities

See Job Description for further details.

Recruitment selection processes are based on competence (see Person specification) and values. An applicant guide to help and support you through your recruitment journey can be accessed at the bottom of this page.

If you have a disability that meets the definition set out in the Equality Act 2010, and you can show that you meet the essential criteria described in the person specification for an available position, please answer YES to the question: Do you wish to be considered under the Guaranteed Interview Scheme?

Please inform the team if you have any special support needs to be considered as part of the interview and selection processes.

The trust offers a Guaranteed Interview Scheme to any armed forces community applicants who meet the essential criteria for the post.

If a DBS is required for your role, you are encouraged to enrol for the DBS Update Service. A small annual fee applies which is payable to the DBS Service.Please note applicants will be required to pay for their DBS check. Costswill be deducted from their salary over the first three months of employment.

New entrants to the NHS will commence on the minimum of the scale stated above.

Applicants requiring sponsorship may wish to determine the likelihood of obtaining sponsorship for this position by assessing themselves against the criteria on the gov.uk website - https://www.gov.uk/check-uk-visa.

The Trust will not sponsor where the starting salary does not meet immigration rules

Applicants are advised to apply early as if a large number of applications are received for this post, we reserve the right to close the vacancy prior to the advertised date.

Good luck with your application.

Person Specification

Qualifications

Essential

  • Qualified to NVQ level 3 and have experience in a Analyst/ Developer role or equivalent
  • IT qualification such as Advanced ECDL or equivalent keyboard & PC Skills

Desirable

  • Recognised industry qualification such as MCP, MCSA or equivalent experience.

Knowledge and Experience

Essential

  • Experience working within IT support infrastructure environments.
  • Basic understanding of systems backup and operations processes.
  • Microsoft Office (Office 365) skills including internet/intranet/SharePoint and Teams
  • Working knowledge of principles governing confidentiality and security of personal data.
  • Experience of supporting IT systems and customers
  • Basic/Intermediate working knowledge of at least one major IT infrastructure directory service systems, e.g. Active Directory
  • Basic Working knowledge of anti virus and security related systems and best practices.

Desirable

  • Experience of Training to non-IT literate staff within area of knowledge
  • Basic working understanding of Microsoft server environments.
  • Basic knowledge of Microsoft client operating systems.
  • Basic understanding of ITIL processes.
Person Specification

Qualifications

Essential

  • Qualified to NVQ level 3 and have experience in a Analyst/ Developer role or equivalent
  • IT qualification such as Advanced ECDL or equivalent keyboard & PC Skills

Desirable

  • Recognised industry qualification such as MCP, MCSA or equivalent experience.

Knowledge and Experience

Essential

  • Experience working within IT support infrastructure environments.
  • Basic understanding of systems backup and operations processes.
  • Microsoft Office (Office 365) skills including internet/intranet/SharePoint and Teams
  • Working knowledge of principles governing confidentiality and security of personal data.
  • Experience of supporting IT systems and customers
  • Basic/Intermediate working knowledge of at least one major IT infrastructure directory service systems, e.g. Active Directory
  • Basic Working knowledge of anti virus and security related systems and best practices.

Desirable

  • Experience of Training to non-IT literate staff within area of knowledge
  • Basic working understanding of Microsoft server environments.
  • Basic knowledge of Microsoft client operating systems.
  • Basic understanding of ITIL processes.

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.

Employer details

Employer name

Countess of Chester Hospital NHS Foundation Trust

Address

Countess of Chester Hospital

Liverpool Road

Chester

CH2 1UL

United Kingdom


Employer's website

https://www.coch.nhs.uk/working-with-us.aspx (Opens in a new tab)

Employer details

Employer name

Countess of Chester Hospital NHS Foundation Trust

Address

Countess of Chester Hospital

Liverpool Road

Chester

CH2 1UL

United Kingdom


Employer's website

https://www.coch.nhs.uk/working-with-us.aspx (Opens in a new tab)

Employer contact details

For questions about the job, contact:

ICT Operations Service Delivery Manager

Lee Ellams

Lee.Ellams@nhs.net

01244362325

Details

Date posted

09 June 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£25,760 to £27,476 a year pa

Contract

Permanent

Working pattern

Full-time

Reference number

210-2026-367

Job locations

Countess of Chester Hospital

Liverpool Road

Chester

CH2 1UL

United Kingdom


Supporting documents

Privacy notice

Countess of Chester Hospital NHS Foundation Trust's privacy notice (opens in a new tab)