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IM&T Service desk analyst

Band 5

Main area
IM&T Service Desk Administrator
Band 5
Full time, 37.5 hours per week
Job ref
IM&T Desktop Support
£26,554 to £34,295 p.a inclusive HCAS.
19/03/2018 23:59

London Ambulance Service NHS Trust is the busiest emergency ambulance service in the UK with over 4,500 staff who works across a wide range of roles. Our service operates over an area of approximately 620 square miles across London based in 70 ambulance stations. 

We serve more than eight million people who live and work in the London area. Our main role is to respond to emergency 999 calls, getting medical help to patients who have serious or life-threatening injuries or illnesses as quickly as possible.

However, many of our patients have less serious illnesses or injuries, and do not need to be sent an ambulance on blue lights and sirens. Often these patients will receive more appropriate care somewhere other than at hospital and so we provide a range of care to them, recognising that many have complex problems or long-term medical conditions. We also provide clinical assessments over the phone to more callers with less serious illnesses and injuries. 

As an integral part of the NHS in London, we work closely with hospitals and other healthcare professionals, as well as with other emergency services. We are also central to planning for, and responding to, large-scale events or major incidents in the capital. 

In everything we do, we will provide Care, Clinical excellence and commitment. 

Care - Helping people when they need us; treating people with compassion, dignity and respect; having pride in our work and our organisation.

Clinical excellence - Giving our patients the best possible care; leading and sharing best clinical practice; using staff and patient feedback and experience to improve our care.

Commitment -Setting high standards and delivering against them; supporting our staff to grow, develop and thrive; Learning and growing to deliver continual improvement.


This is an exciting opportunity for an experienced Service Desk Analyst to work within the Service Desk Team at the London Ambulance Service (LAS). The customer focused Service Desk handles calls regarding all areas of IT Services, so the ability to learn new systems and processes quickly is essential.

The successful candidate will have worked before in a service desk environment. Ideally you will have ITIL experience or a working knowledge of ITIL.

The candidate will have a proven record in customer service. You will be a team player with an outstanding telephone manner and first rate communication skills. Responsibilities primarily will include logging, triaging, re-assigning and progress chasing incidents and requests right through to resolution, but also to solve users' requests and queries, ensuring our customers' needs are satisfied at every opportunity.

Based in the Southwark area you will be expected to cover the core hours of 08:00 to 18:00 as part of a shift pattern to a maximum of 37.5 hours per week.

The successful candidate will have the following skills:

* Microsoft Windows desktop support skill and experience

* Excellent telephone manner and communication skills

* Knowledge of Active Directory and user/folder management

* Knowledge of Microsoft Exchange account administration

* Good understanding of ITIL Service Management

* Good understanding of client hardware and software

* Good understanding of networking and user account administration

* Knowledge of Microsoft Office packages, especially Outlook, Word,

Excel and PowerPoint

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Applicant requirements

Applications from job seekers who require Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the resident labour market test. UK Visas and Immigration (UKVI) requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UKVI website. From 6 April 2017, Tier 2 skilled worker applicants, applying for entry clearance into the UK, must present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) will also be subject to this requirement. Guidance can be found here Criminal Records Checks for Overseas Applicants.

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