Job Description

The Trust's IT and Clinical Systems Service Desk coordinates the allocation and escalation of all non-resolved incidents and service requests to specialist IT/Clinical support and third-party IT system and service suppliers. It also procures hardware and software to support the organisation.
This role is to be part of the IT community support team which is part of the wider Support team in its day to day operations providing a high-quality IT Service, which is the first point of contact for all staff within GHC. The role requires travelling to various sites across Gloucestershire to provide support to clinical and administrative staff.
The support service provides a customer facing service to resolve customers' day to day technology queries, resolve issues and manage incidents, problems, service requests through to resolution.
The post holder will be part of the core hub that will manage real time communications with customers on the current status of IT Systems and Operations, liaising directly with any other team as required.
The desktop analyst will act as a point of contact for users. They will manage issues through to resolution.
Main duties of the job
To ensure the provision of a high-quality Customer focused IT Support Service providing a single point of contact to all staff of the trust staff in relation to all the services provided by the Service.
To ensure the provision of a high quality Customer focused IT and Clinical Support Service providing a single point of contact to all staff of the trust staff in relation to all the services provided by the Service.

• Utilise knowledge, skills and judgment to provide a resolution where possible or where unable to assign call to the appropriate team.
• To deal with all calls received and ensure they are recorded and dealt with appropriately and within agreed SLA's
• The qualification, training & experience requirements for the role are underlined in the /Person Specification.

About us
We have a skilled and dedicated workforce of over 5000 colleagues working in a diverse range of services over 55 sites and within people's homes. We strive to enable a welcoming workplace culture that builds and celebrates civility, inclusivity and diversity, while providing a sense of belonging and trust.
Annual staff surveys, regular Pulse surveys and other engagement opportunities provide our people with lots of opportunity to tell us about their experiences of working with us. In the latest staff survey, 61% of colleagues gave us their views. It was great to hear that:

• 72% of colleagues would recommend the Trust as a place to work, ranking us 1st for Provider Trusts in the South West region on this question.
• 76% would recommend the standard of care provided in our services if a friend or relative needed treatment, also ranking us 1st in the South West region.
• 81% said that care of patients and service users is the Trust's priority, compared with an average in comparable NHS Trusts in England of 64%.

This high-level overview shows we are in a healthy position, with higher scores than average for comparable organisations, alongside a great response rate, indicating good staff engagement. However, we also know we have plenty of room for improvement in many areas. To that end, we continue to prioritise and invest in our commitment to genuinely becoming a Great Place to Work with consistent top-quartile performance in the annual staff survey and Pulse surveys.
Details
Date posted
16 September 2025
Pay scheme
Agenda for change
Band
Band 5
Salary
31,049 to 37,796 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
327-25-783
Job locations
Edward Jenner Court - Community Based
1010 Pioneer Avenue Gloucester Business Park Brockworth GL3 4AW
Gloucester
GL3 4AW
Job description
Job responsibilities
Gloucestershire Health and Care is committed to embedding and providing personalised care through all of its services as part of our high-quality care strategy. The purpose of personalised care is to empower people to lead the lives they want to live. Personalised care starts with a conversation with people about what matters to them. It builds on what people can do, as well as addressing their health needs. Including new ways of working and delivering care, emphasising that we need to make effective use of the full range of our peoples skills and experience to deliver the best possible patient care. So we want to know What Matters to You and that you will share our values and join us on this very important journey.
Please refer to the Additional Information attachment before submitting your application.
This role is not eligible for sponsorship as per the Governments UK VISA and Immigration Rules and Regulations. For more information please visit https://www.gov.uk/browse/visas-immigration/work-visas
Job description
Job responsibilities
Gloucestershire Health and Care is committed to embedding and providing personalised care through all of its services as part of our high-quality care strategy. The purpose of personalised care is to empower people to lead the lives they want to live. Personalised care starts with a conversation with people about what matters to them. It builds on what people can do, as well as addressing their health needs. Including new ways of working and delivering care, emphasising that we need to make effective use of the full range of our peoples skills and experience to deliver the best possible patient care. So we want to know What Matters to You and that you will share our values and join us on this very important journey.
Please refer to the Additional Information attachment before submitting your application.
This role is not eligible for sponsorship as per the Governments UK VISA and Immigration Rules and Regulations. For more information please visit https://www.gov.uk/browse/visas-immigration/work-visas
Person Specification
Experience
Essential

• Experience in a similar role, together with relevant experience in IT support, project tools and environments
• Experience of working with suppliers from a range of technical functions such as servers, desktops, network etc
• Self-motivated with the ability to motivate and empower others to achieve specific goals
• Proven organisational and administration skills
• Experience in a similar role, together with relevant experience in IT and Clinical Systems support, project tools and environments

Desirable

• Experience of working within the NHS
• Microsoft Qualifications
• Service ManagementHelpdesk Systems
• Effective "change agent" with ability to be part of a team through significant programmes of change

Qualifications
Essential

• Educated to Degree level in a relevant computing or business management discipline or substantial experience in a relevant role
• European Computer Driving Licence (ECDL) or equivalent
• Good general level of education particularly in English and Mathematics
• Experience of ITIL Service Management

Person Specification
Experience
Essential

• Experience in a similar role, together with relevant experience in IT support, project tools and environments
• Experience of working with suppliers from a range of technical functions such as servers, desktops, network etc
• Self-motivated with the ability to motivate and empower others to achieve specific goals
• Proven organisational and administration skills
• Experience in a similar role, together with relevant experience in IT and Clinical Systems support, project tools and environments

Desirable

• Experience of working within the NHS
• Microsoft Qualifications
• Service ManagementHelpdesk Systems
• Effective "change agent" with ability to be part of a team through significant programmes of change

Qualifications
Essential

• Educated to Degree level in a relevant computing or business management discipline or substantial experience in a relevant role
• European Computer Driving Licence (ECDL) or equivalent
• Good general level of education particularly in English and Mathematics
• Experience of ITIL Service Management

Skills Required