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An opportunity has arisen to join our IT Service Desk Team as a Band 4 IT Service Desk Analyst. You will provide an effective, responsive, user-friendly, and customer focused Service Desk technical support to all IT users within the Trust. You will also assist the Deputy Service Desk Manager with routine office functions and allocate help-desk calls requiring further assistance to the appropriate IT Service Desk Engineer, ensuring you provide the engineer with all available and relevant information on the problem.

An interview date is yet to be confirmed.

• Provide advanced first ‘point of contact’ support for the ICT Service Desk, analysing and logging all requests in the Service Desk system to a standard consistent with agreed management procedures.


• Ensure that all work details are logged in the Service Desk incident management system in line with agreed incident, problem & change management procedures; maintaining accurate records of actions and status of incidents and updating affected users.


• Assist the Service Desk Manager when not on duty in ensuring the provision of the service to meet the needs of customers.


• Propose changes to end user systems (i.e. hardware or software) in order to improve the ICT Department’s service to its customers.


• Monitor Application Interfaces, in accordance with agreed Service Desk management arrangements.


• Enable remote network access for staff following Standard Operating Procedures (SOPs), registering access using the Service Desk system.

The Hillingdon Hospitals NHS Foundation Trust is the only acute Hospital in the London Borough of Hillingdon and offers a wide range of services including accident and emergency, inpatient care, day surgery, outpatient clinics and maternity services. The Trust’s services at Mount Vernon Hospital include routine day surgery, delivered at a modern treatment centre, a minor injuries unit and outpatient clinics.

The safety and well-being of our patients and of our staff is paramount and we are making urgent improvements to address this – particularly in infection prevention and control. We are making progress and going forward by working in partnership with local GPs, charities,
community services, academic partners, our local authority, neighbouring hospitals and the wider North West London Integrated care system, and ensuring that we listen and work in partnership with our local population. We are absolutely focused on ensuring that our hospitals
provide high quality, safe and compassionate care, while drive forward the building of the new Hillingdon Hospital.

We have over 3,500 members of staff that are proud to care for nearly half a million people, with a vision to be an outstanding provider of healthcare through leading health and academic partnerships, transforming services, to provide the best care where needed.

• Maintain accuracy of the ICT Service Desk Database by following Standard Operating Procedures.


• Carry out the full range of duties following Trust Policy and Department Procedures.


• Actively identify the present or future computer training needs of users, recommending appropriate training or guidance solutions to the relevant department for assistance.


• Prioritise and assign calls to the various support groups within the Department.


• To be responsible for the training and development of new and junior staff members within the Department.

To be responsible whilst on duty for the physical and electronic security of the IT Office following Standard Operating Procedures

Please refer to the attached Job Description and Person Specification for a full list of role requirements and main responsibilities.