Job summary
We're looking for a Service Desk Analysts to join our team at Eastbourne DGH, providing first-line technical support via telephone and an online portal.
we have two secondment opportunities until 31st March 2026.
In this role, you'll provide a responsive, customer focussed service to colleagues who wish to report digital faults, register requests and obtain information and advice.
Wherever possible, you'll provide immediate resolution to issues, ensuring the service is delivered within our agreed Service Level Agreements (SLAs). When needed, you will escalate issues and liaise with colleagues, both within ESHT Digital and across the wider Trust.
The Service Desk is open from 8am - 6pm Monday to Friday and you will be expected to cover both the 8am - 4pm and 10am - 6pm shifts on a rotational basis.
Main duties of the job
Our ideal candidate will have excellent customer service skills, ideally gained from working in a telephone call centre environment. They will need to gather information as quickly as possible to correctly diagnose faults whilst ensuring that each caller feels supported and has confidence that their issue will be resolved.
They will have excellent communication skills, the ability to communicate technical information so that it is understood by non-technical colleagues and will also be a great team player.
About us
A wide range of staff benefits are available to our staff including staff development, enrolment in the NHS pension scheme, auto-enrolment to our Temporary Workforce Service, access to onsite nurseries. staff restaurants and accommodation.
In addition to an internal Occupational Health department, all staff also have access to free psychological support through our confidential Employee Assistance Programme. Onsite parking is available from only £50 a year.
There has never been a better time to join East Sussex Healthcare NHS Trust, submit your application today.
Statement on the Use of AI
We value the individuality that each candidate brings to the application process. While we understand that AI tools are widely available, we strongly discourage applicants from using AI-generated content when applying for jobs with us. We believe that your application should reflect your true skills, experiences, and motivations, which are best conveyed through your own words and unique perspective.
Using AI for your application may not accurately represent your knowledge, skills, and experience and may result in a disconnect between your qualifications and our assessment of your application.
We encourage applicants to take the time to thoughtfully complete their applications; by doing so, you allow us to better understand your true potential and ensure a fair and transparent evaluation of your application. Over reliance on AI-generated content may diminish your chance of success.
Job description
Job responsibilities
Please see the attached job description and person specification for further information.
If you have any queries, please do not hesitate to contact us.
Job description
Job responsibilities
Please see the attached job description and person specification for further information.
If you have any queries, please do not hesitate to contact us.
Person Specification
Qualifications
Essential
- Educated to NVQ Level 4 / Diploma level or equivalent in Computing or IT related subject to include administration and customer service skills
- Proven level of literacy and numeracy - GCSE grade C or above
Desirable
- Understanding of ITIL framework and processes
Experience
Essential
- Customer Service telephone call handling experience
- Experience of delivery to key targets
- Experience of working with suppliers from a range of technical functions such as servers, desktops, network etc.
- Experience of working in team environments
Desirable
- Experience of working within the NHS
- Awareness of NHS Information Governance principles
Skills
Essential
- Knowledge of ITIL service support processes and practices including the application of quality and performance standards
- Intermediate knowledge of computer hardware and software
- Knowledge of desktop and mobile data technology and proficiency in the use of office automation or productivity packages such as MS Office and email
- General understanding of IT / IG guidance/regulations that apply to the NHS, including Freedom of Information Act 2000, Data Protection Act 1998, Caldicott Guidelines and Data Accreditation Standard.
- Ability to work within strict procedures and protocols, ensuring IT security procedures are followed
- Good keyboard and Microsoft Office skills
- Excellent communication skills with a wide range of users including the ability to communicate technical information
- Ability to interpret Trust policies and procedures and be able to communicate this interpretation to end users
- Ability to be able to assess the needs of a situation from the facts presented by the end user and analyse a range of solutions to ensure a successful conclusion of the call
Desirable
- Understanding of the NHS Constitution
- Understanding of NHS environments and the IT systems involved, e.g. Microsoft Windows 10, Microsoft Office (2010 and above)
- Ability to delegate duties to other team members when appropriate
- Able to move IT equipment such as desktop computers, printers etc.
Person Specification
Qualifications
Essential
- Educated to NVQ Level 4 / Diploma level or equivalent in Computing or IT related subject to include administration and customer service skills
- Proven level of literacy and numeracy - GCSE grade C or above
Desirable
- Understanding of ITIL framework and processes
Experience
Essential
- Customer Service telephone call handling experience
- Experience of delivery to key targets
- Experience of working with suppliers from a range of technical functions such as servers, desktops, network etc.
- Experience of working in team environments
Desirable
- Experience of working within the NHS
- Awareness of NHS Information Governance principles
Skills
Essential
- Knowledge of ITIL service support processes and practices including the application of quality and performance standards
- Intermediate knowledge of computer hardware and software
- Knowledge of desktop and mobile data technology and proficiency in the use of office automation or productivity packages such as MS Office and email
- General understanding of IT / IG guidance/regulations that apply to the NHS, including Freedom of Information Act 2000, Data Protection Act 1998, Caldicott Guidelines and Data Accreditation Standard.
- Ability to work within strict procedures and protocols, ensuring IT security procedures are followed
- Good keyboard and Microsoft Office skills
- Excellent communication skills with a wide range of users including the ability to communicate technical information
- Ability to interpret Trust policies and procedures and be able to communicate this interpretation to end users
- Ability to be able to assess the needs of a situation from the facts presented by the end user and analyse a range of solutions to ensure a successful conclusion of the call
Desirable
- Understanding of the NHS Constitution
- Understanding of NHS environments and the IT systems involved, e.g. Microsoft Windows 10, Microsoft Office (2010 and above)
- Ability to delegate duties to other team members when appropriate
- Able to move IT equipment such as desktop computers, printers etc.
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.
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.
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).
