Service Desk Analyst; Entry level

Job overview

Bristol NHS Foundation Trust is looking for a Service Desk Analyst (Entry level) to join our Digital Services Service Desk. The Service Desk is the front door to Digital Services, supporting colleagues across our City and Southmead Hospital Operating Units, Weston, our wider hospital sites and, as services evolve, potentially wider care settings. You will be part of the team that connects thousands of colleagues with the right digital help so they can keep services running safely for patients.

This is first and foremost a customer service role. You do not need to know every technical answer on day one. What matters most is that you listen well, stay calm, ask good questions, record information accurately, keep colleagues updated and take pride in getting people to the right outcome.

You will log incidents and requests, provide friendly first‑line support, carry out routine troubleshooting within agreed guidance, use approved tools where appropriate, and escalates clearly when specialist support is needed. Technical confidence is welcome, but curiosity, kindness, accuracy and ownership are essential.

• Record details of users’ problems.
• Log calls on the Service Desk system in accordance with departmental procedures.
• Log calls emailed to the Service Desk inbox.
• Keep end users informed of progress as appropriate.
• Ensure actions relating to the problem are recorded on the Service Desk system in a timely fashion.
• Report all exceptions to the Service Desk Manager for further escalation.
• Update user details on the Service Desk system.
• Provide good advice to users on a range of in‑house and external computer systems.

Work in a shift pattern alternating between:

• Day shift: 08:30 to 17:00
• Early shift: 07:00 to 15:30
• Late shift: 10:30 to 19:00

• Experience in an IT Support environment
• Knowledge of operating systems, e‑mail and MS Office applications
• Good standard of education at GCSE or equivalent level
• Knowledge of Group Integrated Healthcare Systems desirable
• Experience of working in a hospital
• Good interpersonal skills

• Confident self‑starter, able to work as part of a team, yet capable of independent action
• Evidence of customer service experience
• Basic demonstrable software fault finding/resolution ability
• Able to maintain a level head in a busy environment
• Willingness to learn new systems and skills
• Good listener and accurate recording of pertinent information

We particularly welcome applications from Black, Asian and minority ethnic candidates as they are under‑represented within the Trust. As an equal opportunities employer we actively work towards a diverse workforce that reflects the local population and are committed to designing our services around the needs of individual patients and those around them.

• Opportunities for career development and training support, including progress into senior Service Desk roles and other digital positions.
• Support for personal health and wellbeing, including access to NHS wellness programmes.
• Working within a collaborative, integrated NHS Trust that values staff welfare and professional growth.
• Flexible working arrangements may be discussed to support a healthy work‑life balance.