Call Centre Analyst

University Hospitals P
Competitive salary
22 Feb 2021
25 Feb 2021
Role Type
Start Date
We are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure.

PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100

We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case.

We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams.

It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.

Providing false information is an offence & could result in the application being rejected or summary dismissal/police action if an applicant is successful.

An opportunity has arisen for a self-motivated, enthusiastic person to join the Plymouth IT Service Desk as a Call Centre Analyst, providing IT services to Derriford, Livewell, Sentinel and Harbour users.

Specific duties include assisting with the development of IT apprentices, first time fixes for users when possible or triaging the call to the appropriate team for action. The creation of new Network and NHSmail accounts, issuance of Smartcards, suspending and reactivating accounts as required, plus processing leavers from the various Trusts. You will also be mentoring and developing the apprentices, who form the main IT Service Desk call handling team, answering questions to guide them in efficient call control techniques.

The full-time role is based at the Norwich Union Building and involves working at Derriford Hospital and occasionally other Plymouth Health Community Sites.

The successful candidate will be able to demonstrate:
  • Excellent customer service
  • Meticulous attention to detail
  • Good working knowledge of Microsoft Office packages
  • An awareness of DPA and Information Governance
  • Ability to work on own initiative and as a key team player
  • A high general standard of education
  • A keen interest in IT
  • Knowledge of using data bases

The post holder will be communicating with all levels of staff across the Trusts, so being able to write clear, concise emails and have an excellent telephone manner is essential.

For an informal discussion please contact Charlotte Hryniow on 01752 (4)37015 or email

Interview dates: 26th February 2021

University Hospitals NHS Trust is an equal opportunities employer and is actively working towards a smoke free working environment.

***Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***

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University Hospitals Plymouth NHS Trust is committed to safeguarding & promoting the welfare of children & vulnerable adults. Many of our posts are subject to Disclosure & Barring Service check (DBS). A copy of the DBS Code of Practice is available on request. Should the position that you are applying for be subject to a DBS check, University Hospitals Plymouth NHS Trust will fund the cost* of your DBS check application. Should you decide to voluntarily resign from the Trust within two years from the start date of employment, you will be asked to meet the cost* of the original DBS application, which will be reclaimed from your last month's salary. *Current cost of an enhanced DBS is £40.00 per application.

All Applicants are required to detail referees on their application form covering the current & previous 3 years of Employment / Unemployment history.

Please note that if you are successful in your application & accept the position you agree that the Staff Health and Wellbeing Department can access your health records from your current/previous employer in order to check the status of your inoculations & screening tests. This is an automated process & the information will only be used for these purposes prior to your taking up the position with us.

Please review our GDPR Privacy Notice prior to applying - available under Further Links

Our organisation is Disability Confident and we are committed to providing a supportive workplace including use of the NHS Health Passport to enable colleagues to be their best at work

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