Job summary
- Main area
- Digital Services
- Grade
- Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 392-RNOH-1275
- Employer
- Royal National Orthopaedic Hospital NHS Trust
- Employer type
- NHS
- Site
- Royal National Orthopaedic Hospital
- Town
- Stanmore
- Salary
- £32,199 - £34,876 Inclusive of HCAS per annum
- Salary period
- Yearly
- Closing
- 02/09/2025 23:59
Employer heading

Digital Service Desk Analyst
Band 4
Please note in order to progress your application, your data will be processed by our 3rd party recruitment providers – North London Partners Shared Service, who conduct recruitment activities on behalf of Royal National Orthopaedic Hospital NHS Trust.
The Royal National Orthopaedic Hospital NHS Trust is the largest orthopaedic hospital in the UK and a global leader in our field. We provide a dynamic working environment where we support frontline staff to implement improvements so that we can realise our vision of being a world leading neuro musculoskeletal hospital providing the best patient care and staff experience in the NHS, delivering world leading research, and offering a strong foundation of education, training and career progression. Our dedicated staff come from diverse backgrounds, and our patients benefit from the wide range of experience they bring to the Trust. The RNOH brings unrivalled expertise together in one place allowing us to deliver some of the world’s most complex and innovative care to our patients
- Rated Good by the CQC
- Two sites, one in central London and one in Stanmore - which has recently opened The Stanmore Building, a new, state-of-the-art inpatient facility
- Our Research and Innovation Centre works closely with our main academic partner, University College London
- Recognised as a centre of excellence, leading on national initiatives, such as the Getting It Right First Time (GIRFT) Programme
- Further major redevelopment underway across the Stanmore site – improving and modernising our facilities to maintain our position as the UK’s leading centre for orthopaedic medicine
- In the NHS staff survey, over 90% of our staff were satisfied with the quality of care they are able to give to patients - the best result of any NHS Trust in the country
- Our staff also indicated that they had the best experience of appraisals as compared to all other NHS Trusts.
This is a great time to join us and play a critical role in the next stage of RNOH’s journey to achieving an outstanding CQC rating.
Our aim is to remain a world-leading orthopaedic hospital with the best patient care and staff experience in the NHS. To do this, we have four core values that underpin everything that we do. We use our values to help ensure that we are always focused on the things that our staff and patients believe are most important:
- Patients first, always
- Excellence, in all we do
- Trust, honesty and respect, for each other
- Equality, for all
Our annual staff survey results have been improving year on year, with our staff telling us that their experience of working at the Trust is getting better and better. They also indicate that our staff feel very loyal to the RNOH and committed to its role in providing the very best care to our complex patient group. We hope that we can welcome you to our growing team soon.
Job overview
We are looking to recruit a Service Desk Analyst into our Digital Service Desk team. You will form part of a team of Analysts who are the 1st point of contact for the resolution of RNOH Digital Services requests and reported incidents. You will play an important part in ensuring that processes, policies and systems are adhered to and followed to maintain an excellent customer service throughout the Digital services.
The role will participate in providing the service desk rota covering the opening hours of the Digital Service Desk which are: 8:30 to 17:00 Monday to Friday. This role may be required cover shifts that start earlier or finish later than these hours.
Please see the Job Description and Person Specification for further details
Main duties of the job
You will contribute to efficient, accurate, and timely logging and resolution of requests and incidents according to SLAs. You will contribute to the identification and escalation of underlying problems. You will have an important part in maintaining this team as a first class customer focused service to the RNOH.
You will be a team player, with excellent communication and customer service skills being essential as you will be liaising with users at all levels. You will have a high level of computer literacy and excellent technical support skills, with Windows 11, Microsoft Teams, Microsoft Office 2024 and Office 365 proficiency being essential. You will be required to support mobile devices and remote access services
Experience of supporting systems and services used by the NHS such as NHSmail and EPIC EHR is highly desirable.
The Service Desk is the first point of contact for customers that may experience problems or have queries relating to RNOH systems and IT hardware which support the delivery of patient care. A passion for Digital Services, excellent customer service skills and positive attitude in all aspects of work is required.
The desktop environment is based mainly on the Microsoft Operating System and Office suite however you will receive awareness training of the clinical and corporate applications for which you will be expected to receive calls from our customers.
Previous experience working within a Service Desk environment is essential.
Working for our organisation
The RNOH Royal National Orthopaedic Hospital NHS Trust (RNOH) is the largest orthopaedic hospital in the UK and a global leader in our field. We provide a dynamic working environment where we support frontline staff to implement improvements so that we can realise our vision of being a world leading neuro-musculoskeletal hospital providing the best patient care and staff experience in the NHS, delivering world leading research, and offering a strong foundation of education, training and career progression. Our dedicated staff come from diverse backgrounds, and our patients benefit from the wide range of experience they bring to the trust. RNOH brings unrivalled expertise together in one place allowing us to deliver some of the world’s most complex and innovative care to our patients. RNOH is rated good by the CQC and covers two sites, one in central London and one in Stanmore - which has recently opened The Stanmore Building, a new, state-of-the-art inpatient facility. For more information, please access the following link: https://www.rnoh.nhs.uk/
Detailed job description and main responsibilities
To participate in the provision of the RNOH Digital Service Desk to provide first line support all Digital Infrastructure and Applications to delivery an excellent standard of customer service. To answer phones and emails in a professional and timely manner as the front face of Digital.
Please see the Job Description and Person Specification for further details |
Person specification
Qualifications
Essential criteria
- GCSE English and Mathematics
Desirable criteria
- IT professional/ technical qualification i.e Microsoft / CompTIA
Experience
Essential criteria
- Experience in the provision and management of IT services within a large organisation
Desirable criteria
- Experience in managing clinical applications
- Experience supporting NHS IT systems
Skills
Essential criteria
- Excellent communication skills
- IT skills in Microsoft Windows systems, Office and applications
- Ability to translate IT terms into simple English
Documents to download
Further details / informal visits contact
- Name
- Tom Maher
- Job title
- Digital Service Desk Team Lead
- Email address
- [email protected]
- Telephone number
- 0203 947 0810
- Additional information
Daniel Oyelakin
Head of ICT
0203 9470810
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