Digital Service Desk Analyst

Job Summary

A bit of a heads‑up – this is a fresh opportunity for an enthusiastic IT Service Desk analyst looking for a new challenge on the NHS side. We are recruiting IT Service Desk Analysts to complement our existing team, ensuring that we can respond to the demands of our busy hospital services across Guildford and the surrounding areas. Our Digital Service Desk Analysts are the first point of contact between Trust users and the IT Department and are responsible for handling all 1st line technical support issues.

Duties primarily include the logging, triaging and progressing of calls right through to resolution, ensuring our customers' needs are satisfied at every opportunity. Whilst an understanding of NHS environments and systems is desirable, on‑the‑job training will be given to the successful candidate. Currently based in Guildford, Surrey the successful candidate(s) will have a flexible attitude and be expected to cover the core hours 8.00am to 5.00pm, Monday to Friday, as part of a shift pattern to a maximum of 37.5hrs per week.

Note: adverts may close early, so you are encouraged to submit an application as soon as possible.

• To provide a high quality, comprehensive IT helpdesk service to the users of the IT network at all Trust sites.
• The Digital Service Desk Analyst is the first point of contact between end users and the IT organisation, recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible or alerting / escalating them to the appropriate specialist support groups.
• The position requires technical troubleshooting abilities and excellent customer service skills.

Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5,000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing programme along with a commitment to developing and advancing your career. Our diverse and welcoming Royal Surrey family will ensure you feel valued from your initial interview through your entire tenure. We are clinically led and provide joined up care by bridging the gap between hospital and community services alongside regional specialist cancer care.

Our main acute hospital site is in Guildford with community hospital sites at Milford, Haslemere and Cranleigh. We provide adult community health services in homes across Guildford and Waverley. The Care Quality Commission (CQC) have given us an overall rating of Outstanding. Royal Surrey has a strong reputation and history to build on. We are proud of our achievements and we are investing in our colleagues through our commitment to supporting professional development as well as investing more than £45 million in our physical environment and new equipment in the next few years.

There has never been a better time to join us.

Watch a short video about Royal Surrey:

Date posted: 02 January 2026
Pay scheme:
Agenda for change
Band:
Band 4
Salary: £28,860 to £31,671 a year per annum pro rata including high cost area supplement

Contract:

Permanent
Working pattern:
Full‑time
Reference number: 384-LG-EMF
19659-B4

Job location:

Royal Surrey, Egerton Road, Guildford, GU2 7XX

• To provide high quality 1st line technical support to all users connected to the IT environment using diagnostic tools and fault‑finding techniques to identify root causes. This may be by telephone, email, remote support or face to face.
• Troubleshoot authentication, hardware & software issues for a variety of clinical and business applications & devices.
• Fix approximately 80% of incidents by telephone and, when not resolved in 1st line, escalates the ticket to specialist teams in a timely manner.
• Gain accurate information from callers, using effective communication skills to assess the impact of the reported incidents or requests, recording this information on the Service Management tool.
• Make use of internal and external resources (knowledge bases, support websites, vendors) to answer questions and resolve service issues.
• Contribute to the creation, facilitation and maintenance of FAQ documents,…