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Service Desk Analyst
Job in
Royal Borough of Kingston upon Thames, Kingston upon Thames, Greater London, KT1, England, UK
Listed on 2026-11-02
Listing for:
The Methodist Church in Britain
Full Time
position Listed on 2026-11-02
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Desktop Support
Job Description & How to Apply Below
This Service Desk Analyst post sits on the first-line IT service desk at Kingston and Richmond NHS Foundation Trust, supporting staff who need digital help. The work centres on logging, prioritising and resolving or escalating incidents and service requests across many systems and devices. It suits someone with a firm grip of desktop technologies and IT service management in a busy healthcare setting.
An ITIL qualification or equivalent experience is essential, along with knowledge of Mitel telecoms.
- Act as the first point of contact for Trust staff needing digital support
- Give customer-focused first-line help for incidents and service requests across IT systems and devices
- Log incidents and service requests accurately
- Prioritise issues and resolve them or elevate where needed
- Contribute to service improvement
- Maintain high standards of operational support
- Minimum 5 GCSEs grade A-C or 9-4 including ICT, Maths and English, plus A level, NVQ, BTEC or equivalent
- ITIL qualification or equivalent IT service management qualification, or equivalent experience
- Working within the IT field and providing end‑user support
- Producing reports and documentation
- Working in a customer service environment
- Communicating effectively with stakeholders across the organisation
- Good interpersonal skills and a good team player
- Good knowledge of desktop technologies such as VMware, iGel, Windows and Office 365
- Good understanding of ITIL standards
- Good knowledge of PC and associated peripheral hardware and software
- Knowledge of Mitel telecoms systems and operational features
- Freedom to act, plan, schedule and monitor own work
- On‑site staff nursery at Kingston Hospital
- Wellbeing practitioners, regular wellbeing classes and a dedicated staff physiotherapist
- Occupational health services
- 24/7 employee assistance programme
- Support for professional and personal development
- Support to take part in research, quality improvement and innovation
- Flexible working arrangements, discussed during recruitment
- Weekly shoutouts, patient feedback, and monthly and annual awards for recognition
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