Senior Service Desk Analyst

Main area Information Technology Grade NHS AfC:
Band 5 Contract 1 x Permanent Hours

• Full time
• Flexible working

Employer Moorfields Eye Hospital NHS Foundation Trust Employer type NHS Site City Road, Kemp House Town London Salary £38,488 - £46,852 per annum pro rata including HCAS - plus on call allowance Salary period Yearly Closing 29/10/2026 23:59

YOU MAKE US MORE

Join Moorfields Eye Hospital NHS Foundation Trust

At Moorfields, people's sight matters—and so do the people who make it possible.

For over 200 years, Moorfields has been at the forefront of ophthalmic care, research, and education. With more than 2,300 dedicated team members and over 700,000 patients seen annually across our City Road site and 22 networked sites, we are proud to be a global centre of excellence.

We're also a vibrant community where kindness, equity and excellence shape every aspect of our work. Whether it’s pioneering research through our partnership with UCL Institute of Ophthalmology and Moorfields Biomedical Research Centre or training the next generation of global eye care leaders, we’re united by one mission—delivering world-class eye health, sustainably and at scale.

From 2027, we'll move to our brand-new site in St Pancras, Camden—a state-of-the-art centre that will unite eye care, research, and education under one roof - Moorfields and UCL Centre for Eye Health. This groundbreaking facility, developed in partnership with UCL Institute of Ophthalmology and Moorfields Eye Charity, will enable transformative innovation and collaboration like never before.

Could you be part of this future? Make us more.

We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around – empowering patients and service users; improving the experience navigating the healthcare system and joining up systems and data across to better meet the needs of citizens.

This role is part of the IT Operations, who are responsible for:

• Maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users
• As IT subject matter experts, contributing to the design and development of new products and services
• Improving user experience in our systems and processes
• Proactively maintaining our IT service portfolio and reducing technical debt

There are a number of different teams within IT Operations, aligned to specific user needs / services. Each IT service team will have a number of different services that form the service offering to end users.

A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls.

At this role level, you will:

• Own and update the script for service desk analysts
• Coach and develop one or more service desk analysts, and manage availability
• You will put people at the heart of everything you do – with a relentless focus on user experience and ensuring all our user needs are met across sites at Moorfields Eye Hospital NHS Foundation Trust.
• With the ever-increasing need and interest in the use of digital technology in healthcare, you will be part of a team of Digital, Data and Technology experts that delivers service improvements and keeps at the forefront of new technology.

The service currently operates Monday to Friday between 8.00am - 6.00pm daily and you will be part of the rota system and the posts are based on site.

At Moorfield's we provide more than just an excellent career and great colleagues to work with. We also offer:

• Salary…