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Job overview

We are seeking to recruit an Information Service Desk Analyst to work within the Digital and Data Services Dept. The trust offers excellent development and learning opportunities, a challenging work agenda, an opportunity to make a difference and career progression opportunities.   We are seeking enthusiastic, customer focused individuals with the appropriate technical knowledge to undertake this key role within the Trust.

The successful candidate will become a member of our customer focused team based within Flatts Lane Centre and be responsible for resolving technical first line support issues / requests received by the Digital and Data Services Service Desk. If successful, you will be required to be an excellent team player and ensure accurate and timely recording on the trust’s call logging system and assign calls to the appropriate specialist or group.

This post incorporates a hybrid working approach and will be predominantly home working. There will be an expectation to be able to attend team meetings at the base site. 

Main duties of the job

• Provide 1st line IT & technical support to customers, user access and account management tasks as required by the role.
• Actively maintain information systems including the setting up of new / existing  customers onto the software packages
• Provide accurate tracking of queries and activities through to resolution and provide feedback to users.
• Use excellent interpersonal and communication skills to manage call resolution to a wide variety of personnel throughout the Trust.
• Assist the Information Service Desk Management team in the handling of complex enquiries and the production of key supporting documentation as required.
• Assist and deputise, where appropriate, for the Service Desk Team Lead across a range of information service issues.
• Work as part of the 'Out of Hours' Rota approximately every 10 weeks

Working for our organisation

We are the Mental Health & Learning Disability NHS Trust for County Durham and Darlington, Teesside, North Yorkshire, York and Selby.

From education and prevention, to crisis and specialist care —our talented and compassionate teams work in partnership with our patients, communities and partners to help the people of our region feel safe, understood, believed in and cared for.

We nurture the recovery journey of anyone in need of our help. In Our Trust, everyone has a say in how they are supported and treated because we listen to every person in our care until they feel understood. Our patients, their families and carers work together with us towards better mental health.

We’re committed to new thinking that improves the wellbeing of our region. We connect with our communities and partners to get mental health care right, in areas that really need it.

We won’t rest until everyone in our region has the mental health care they need, to lead their best possible life.

Applications from job seekers who require sponsorship to work in the United Kingdom (UK) are welcome and will be considered alongside all other applications. Please note that from January 2021, to work in the UK all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship unless you have permission to work via another route. Non UK / RoI candidates wishing to apply can self-assess the likelihood of obtaining a Certificate of Sponsorship here Browse: Work in the UK - GOV.UK (www.gov.uk).

Please provide full and accurate details of your current immigration status on the application form. Overseas applicants applying for entry clearance into the UK must present a criminal record certificate from each country they have resided in continuously or cumulatively for 12 months or more in the past 10 years. Guidance can be found here Criminal records checks for overseas applicants - GOV.UK (www.gov.uk).  Your current immigration status will not be considered as part of the shortlisting or interview process.

Please note that not everyone needs a ‘Skilled Worker’ visa. If you are applying for a vacancy in health or adult social care, you may be eligible to apply for the Health and Care Worker visa instead.

We are able to offer sponsorship for a Health and Care Worker or Skilled Worker visa, subject to candidate and position eligibility. Please review the job eligibility guidance for skilled workers here: Skilled Worker visa: Your job - GOV.UK (www.gov.uk) and for the Health and Care Worker visa here: Skilled Worker visa: eligible healthcare and education jobs - GOV.UK (www.gov.uk)

Please note: if the job you are applying for does not meet the eligibility criteria above, we will be unable to offer you sponsorship and you will need to explore whether you may be eligible to apply for an alternative immigration route which will secure your right to work in the UK before you apply.  If you are in the UK already on a visa please ensure you have no restrictions that would prevent you from taking this post.