Job summary
Closing Date: 9th October 2025
Shortlisting to take place after closing date: commencing 10th October 2025
Interview expected to take place in the week following shortlisting: commencing 13th October 2025
The jobholder will be responsible for the provision of IT Support & Implementation Services to all users of the Trust's range of IT Hardware and Software, in line with Trust policies and procedures.
As part of a team of Desktop Support Analysts, the jobholder will manage their workload using the Helpdesk database system, investigating and resolving hardware and software faults within tight KPI and SLA timescales to ensure end user expectations are met.
Main duties of the job
IT Support serves all of the Trust's 6000+ staff, across the two main sites, Bradford Royal Infirmary & St Lukes Hospitals, whilst also covering our community hospitals.
The Trusts estate consists of approximately 4000 desktop PC's, plus associated wired and wireless devices.
The Service Desk deals with approx 50000 calls per year, taking requests mainly by telephone but also by self-service and email.
The Service Desk currently solves around 70% of all issues at the first point of contact, with the remainder of more complex issues being passed on to the team of Support Analysts
The jobholder will be working as part of the IT Support Team, providing cover between the hours of 07.00am through to 5.00pm, Monday to Friday.
About us
Our People Charter outlines the behaviours we can expect from one another and what you can expect from Bradford Teaching Hospitals Foundation Trust:
- We value people
- We are one team
- We care
We're keen to meet people who share these values and are passionate about delivering the highest quality of care to our patients.
Job description
Job responsibilities
1. To Install, configure PCs printers and other related hardware by using script based solutions.
2. Prioritise conflicting deadlines to meet all the ICT Support KPIs ,OLAs and SLAs
3. Use the knowledge base to resolve incidents
4. Identify gaps in the knowledge base and liaise with the team leader to add scripts
5. Cover for the IT Service Desk during periods of annual and sick leave
6. Meet end user expectations in relation to fix and quality measures
7. Ensure allocated faults are updated and liaise with third party suppliers where necessary; keeping the helpdesk analysts informed at each stage.
8. Responsible for the safe use of equipment.
9. Communicate with external companies who provide software and hardware systems to help maintain effective provision of service.
10. To assist in ensuring that systems comply with relevant legislation with regard to data protection, computer misuse and software licensing.
11. To develop good and effective working relationships with colleagues within the Department, within the Directorate and within the Trust as a whole.
12. To participate in technical and non-technical training as required, to keep abreast of new technology and to develop the technical skills required to progress as technology advances
Job description
Job responsibilities
1. To Install, configure PCs printers and other related hardware by using script based solutions.
2. Prioritise conflicting deadlines to meet all the ICT Support KPIs ,OLAs and SLAs
3. Use the knowledge base to resolve incidents
4. Identify gaps in the knowledge base and liaise with the team leader to add scripts
5. Cover for the IT Service Desk during periods of annual and sick leave
6. Meet end user expectations in relation to fix and quality measures
7. Ensure allocated faults are updated and liaise with third party suppliers where necessary; keeping the helpdesk analysts informed at each stage.
8. Responsible for the safe use of equipment.
9. Communicate with external companies who provide software and hardware systems to help maintain effective provision of service.
10. To assist in ensuring that systems comply with relevant legislation with regard to data protection, computer misuse and software licensing.
11. To develop good and effective working relationships with colleagues within the Department, within the Directorate and within the Trust as a whole.
12. To participate in technical and non-technical training as required, to keep abreast of new technology and to develop the technical skills required to progress as technology advances
Person Specification
Qualifications
Essential
- GCSE Math's and English (A-C) or equivalent.
- Customer service trained or equivalent experience
- Higher National Certificate / Diploma or equivalent or relevant experience
Desirable
Experience
Essential
- Minimum of 18 months working in an IT support environment
- Experience of handling / resolving IT related queries within agreed SLA timeframes, escalating as necessary.
Desirable
- Experience within NHS enviornment
Skills
Essential
- Ability to follow scripted solutions to incidents e.g. imaging, printer and pc install
- Ability to plan, organise and prioritise a broad range of complex activities to meet tight SLA and KPI deadlines.
- Specialist knowledge of Desktop hardware, software, printers and associated peripherals support within a server and client domain / workgroup environment
- Ability to take ownership and be able to communicate escalations to a range of stakeholders.
- Excellent written and verbal communication skills
- Good customer facing Skills
- Ability to analyse situations / information to identify and resolve a range of problems
Knowledge
Essential
- Knowledge of ITIL Service Management
- Knowledge of remote user technologies
- Knowledge of a range of relevant hardware and software environments, gained through qualification or equivalent experience
- Understanding of Information Governance and Confidentiality, Attentive to details and able to accurately record data
Person Specification
Qualifications
Essential
- GCSE Math's and English (A-C) or equivalent.
- Customer service trained or equivalent experience
- Higher National Certificate / Diploma or equivalent or relevant experience
Desirable
Experience
Essential
- Minimum of 18 months working in an IT support environment
- Experience of handling / resolving IT related queries within agreed SLA timeframes, escalating as necessary.
Desirable
- Experience within NHS enviornment
Skills
Essential
- Ability to follow scripted solutions to incidents e.g. imaging, printer and pc install
- Ability to plan, organise and prioritise a broad range of complex activities to meet tight SLA and KPI deadlines.
- Specialist knowledge of Desktop hardware, software, printers and associated peripherals support within a server and client domain / workgroup environment
- Ability to take ownership and be able to communicate escalations to a range of stakeholders.
- Excellent written and verbal communication skills
- Good customer facing Skills
- Ability to analyse situations / information to identify and resolve a range of problems
Knowledge
Essential
- Knowledge of ITIL Service Management
- Knowledge of remote user technologies
- Knowledge of a range of relevant hardware and software environments, gained through qualification or equivalent experience
- Understanding of Information Governance and Confidentiality, Attentive to details and able to accurately record data
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).
