ICT Operations Service Desk Analyst

We are looking for an enthusiastic, self-motivated and flexible individual to join our ICT Service Desk team.This post will be to answer incoming telephone calls, accurately record all information provided by each caller within an I.T. service management system and provide basic technical support to end users. The post holder will work closely with the customers and all ICT Teams to ensure a satisfactory solution is provided., The successful candidate will be based within the Service desk where they will be required to manage a high volume of incoming telephone enquiries ranging from basic I.T. to more specialised clinical systems support that require immediate resolution; this can be quite an exciting and challenging environment to work in.

Remaining calm and professional during times of extreme pressure, swiftly identifying the real needs of a customer and resolving or escalating calls promptly when required are essential traits the successful candidate will exhibit.

Additionally, all candidates must have strong customer focused approach, good communication and interpersonal skills and have had previous experience dealing with customers over the telephone and in person.

The Trust's services are provided from three locations: o The Countess of Chester Hospital: providing 473 general and acute beds. o Ellesmere Port Hospital: providing 60 beds as a rehabilitation, intermediate and outpatient facility. o Tarporley War Memorial Hospital: a base for community services which serve the local rural population. The Countess of Chester Hospital NHS Foundation Trust employs 5,964 staff (headcount) to provide care and treatment to a population of over 400,000 people living in Chester and West Cheshire which includes Ellesmere Port and Neston as well as the Deeside area of Flintshire. The Trust works collaboratively within the wider Cheshire and Merseyside Integrated Care System. Due to its location on the border with North Wales, the Trust also works closely with the Betsi Cadwaladr University Health Board. The Trust treats patients from England and some parts of Wales. During 2024/2025, there were approximately 643,000 patient attendances (inpatient, A&E,
outpatient and diagnostic) ranging from a simple outpatient appointment to major cancer surgery