Job overview
Service Desk Analyst Band 4 : Full Time (8-4 Mon-Fri - Onsite)
To work as part of a team to ensure the effective performance of the computer information systems used at Wirral University Teaching Hospital.
The post holder will provide 1st line IT system and remote technical hardware and software support for staff throughout the Trust/Wider-organisations (using appropriate 3rd party tools) to clinical and nonclinical staff who are involved in the use or proposed use of clinical and administrative systems and any associated equipment the end user may require to perform their role.
The service desk analyst will assist in supporting the 2nd line clinical & technical support teams. The post holder will be trained to perform 1st line fix where possible, are responsible for troubleshooting or escalating problems and challenges within the clinical information systems and end user desktop and infrastructure estate.
Main duties of the job
Be the first point of contact for all queries relating to the Digital Healthcare Team:
. Provide 1st levels of support to end users including password reset and initial account creation for general network, email, administrative and clinical systems including Millennium. . Managing customer requests via telephone, email, self-service, walk-in, triaging, categorising and escalating where necessary . Perform BAU (Business As Usual) regular tasks, checks, updates and documentation on clinical and non-clinical systems and report as required. . Advising customers on purchasing process . IT asset management administration . Access control administration to monitor network and clinical systems. . Assist in identifying communication processes to ensure timely, accurate and appropriate communications are provided throughout any projects lifetime and beyond. . Undertake testing and evaluation of products / solutions prior to deployment to ensure they are fit for purpose and fully document the findings, to ensure risks are minimised. . Responsible for escalating issues that are beyond the control of the post holder to the subject matter expert. . Responsible for interrogating patient identifiable information within clinical systems to initially identify data quality issues. . Support customer engagement activities e.g. attend and set up events, demonstrations, presentations etc. . Initial point of contact for any 3rd party supplier or external NHS for wider contact to the Informatics team.
Detailed job description and main responsibilities
Please see Job overview & attached Job description for further information about the Service Desk Analyst position available with WUTH.
Person specification
Qualifications
Essential
- Minimum - educated to clinical or business administration HNC (foundation degree) level or equivalent or relevant experience of NHS administrative procedures
- Experienced user of clinical or non-clinical applications e.g. MS Office, Millennium
Knowledge & Skills
Essential
- Experience of diagnosing faulty equipment or software including PC's and peripherals and be able to use specialised diagnostic software together with the ability to problem solve/repair
Other Requirements
Essential
- Flexible approach to working various shift patterns and expectation to work across multiple sites and travel where appropriate to represent the organisation
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Applying for this NHS job
This advert is for Service Desk Analyst with Wirral University Teaching Hospital NHS Foundation Trust in Wirral, North West, England. It is listed as a Band 4 Administrative and IT role. The advertised salary is £28,392 - £31,157 per annum. The contract type is Permanent. The application deadline is 15 Jul 2026.
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