IT Service Desk Analyst | Milton Keynes University Hospital NHS Foundation Trust

Dyddiad hysbysebu:	08 Hydref 2025
Cyflog:	Heb ei nodi
Gwybodaeth ychwanegol am y cyflog:	£27,485 - £30,162 per annum pro rata if part-time
Oriau:	Llawn Amser
Dyddiad cau:	07 Tachwedd 2025
Lleoliad:	Milton Keynes, MK6 5LD
Cwmni:	Milton Keynes University Hospital NHS Foundation Trust
Math o swydd:	Parhaol
Cyfeirnod swydd:	7536773/430-CORP25-193A

Crynodeb

IT Service Desk Analyst

Department IT

Band 4 £27,485 - £30,162 per annum pro rata if part-time

Hours 37.5 per week, all MKUH roles will be considered for flexible working

We are looking for an enthusiastic and self-motivated individual with excellent communication and interpersonal skills to join the Trust’s IT Service Desk team. In this important front-line role, you’ll support staff across the organisation by helping them resolve IT issues in a timely and professional manner, ensuring they can continue delivering safe, high-quality care

You will work closely with colleagues in a collaborative and supportive environment, showing compassion in every interaction and communicating clearly with both clinical and non-clinical staff. Your contribution will help maintain the smooth running of IT services, reflecting the Trust’s values of care, communication, collaboration, and contribution

While prior experience working in an IT environment is desirable, it is not essential — we are equally keen to hear from candidates with a strong customer service background and a genuine interest in IT. A good understanding of Microsoft systems, sound problem-solving skills, and the ability to remain calm under pressure are key

Please note that we are not able to offer sponsorship for this role

Previous applicants need not apply

Interview date w/c 3 November 2025

Please ensure that you meet all the essential criteria outlined in the Person Specification and use the Additional Information section of your application to explain how your experience and skills align with the role

'We care We communicate We collaborate We contribute'

To provide a high quality, responsive and comprehensive 1st Line IT Support service, incorporating support for all Trust staff as well as support for NHS Milton Keynes staff on occasions. All support activities are to be provided during the core operational hours of 08:00-17:00.

The post holder will be required to provide support both remotely via the telephone or remote tools, or face to face where necessary in order to provide timely resolution to logged incidents ensuring SLAs are met and typically exceeded.

Milton Keynes University Hospital, in proud partnership with the University of Buckingham, is a University Teaching Hospital committed to advancing patient care through cutting-edge research and education. With a “Good” rating from the CQC and significant investment underway, this is an exciting time to join our team and grow your career.

As a medium sized general hospital, we provide a full range of general medical and surgical services, including a busy Emergency Department, Maternity, and Paediatrics. As the population of our city and surrounding areas continues to grow rapidly, we are expanding and enhancing our facilities to meet rising demand and improve access to care for all our communities.

We are also proud to offer a growing portfolio of specialist services. In January 2025 we opened our state-of-the-art Radiotherapy Centre, bringing advanced cancer treatment closer to home. Our services also include neonatology, specialist surgical care, and a wide range of diagnostics, supported by the new Community Diagnostic Centre at Whitehouse Health Centre.

Further investment is underway, including the construction of Oak Wards – a new ward block featuring two 24-bed wards – and the recently approved Women and Children’s Centre, set to open by 2030.

Visit our website to explore the latest news and opportunities at MKUH -News - Milton Keynes University Hospital-

For further information about Milton Keynes please visit -Visit Milton Keynes





Service Desk/Support operations

The post holder will be responsible for delivery of an IT Support service to all Trust staff. In this capacity the post holder will be responsible for undertaking established and routine activities associated with Service Desk operations as directed by the IT Service Desk Manager. This will include but not be limited to the following activities:

• Logging, ownership and management of IT incidents allocated and /or reported by Trust staff. The post holder will be expected to own and manage the incident through the full incident lifecycle through to closure in line with the implementation of ITIL standards. The accurate and timely logging of all information is essential.

• The post holder will be expected to provide 1st Line support to the Trust for all users via telephone or remote assistance, supporting operating systems and all associated applications as well as providing support on laptops and mobile devices

Applications

The post holder will be expected to support a wide range of applications which includes but is not limited to a Patient Administration System/Electronic Patient Record (PAS/eCARE), Pathology System and a Radiology System through to an Office suite and our internally developed applications. You’ll be expected to have, or develop your own understanding of these applications to a high level, allowing you to provide an excellent support service for staff.

Hardware

The post holder will be expected to provide on occasion expert support on hardware which may include, laptops, mobile devices.

Documentation

The post holder will assist with the following activities:
• The creation and on-going maintenance of knowledge databases used within the group.

• The creation and on-going maintenance of self-help documentation to be used by and accessible to all Trust staff.

Communication

Effective and timely communications is an essential activity of the role and the IT Service Desk Analyst will require excellent inter-personal and written and verbal communication skills. Communication responsibilities will include:
• Communicating the progress of logged incidents, problems and changes.

• Assist with communication to key stakeholders and system owners in connection with major incidents (e.g. unscheduled outages causing significant disruption to Trust system users).

Training

The post holder will understand the importance of training for both IT and non-IT staff and as such will be required to guide users through sometimes complex problems advising them of best practice and standard procedures.

Service Improvement

The post holder will be expected to follow departmental and Trust SOPs, Policies and Procedures and will be required to provide feedback on IT service related items to ensure continual improvement of the IT Service Desk.

Other

The post holder will have administrative access to a wide range of systems used throughout the Trust. The post holder will be expected to perform user administration tasks which will include but not be limited to:

• Manage access to all IT systems ensuring that strong user authentication controls are in place at all times.

• Provision of new user accounts for IT systems, including, but not limited to, Active Directory, Exchange, the Trust’s PAS/eCARE, Pathology Systems, Radiology Systems etc.

Registration Authority

Assist with the delivery of a Registration Authority for the Trust

General IT

• Will be required, from time to time, to work outside normal working hours (including early and late weekdays, as well as weekends) to perform, but not limited to, systems installation, upgrades, maintenance and moves. It should also be noted that the IT Department may at some time move towards a 7 day working pattern, with extended opening hours. As a result staff may be asked to adjust their working hours accordingly.

• Staff may be required to join an on-call rota, to support the Trust out of hours.

Please refer to the Job Description for further details










This advert closes on Wednesday 22 Oct 2025