Support Service Desk Analyst

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As a Support Service Desk Analyst, you will be a member of the 1st Line Service Desk team providing 1st line ICT support for the Group and act as a point of escalation for Associate Service Desk Analysts. Travel between hospital sites will be required.

• Provide a Service Desk call logging and first line incident resolution service.
• Resolve as many incidents as possible at first contact (first-time fix) and work with team members to increase first-time fix rates.
• Review past incidents with Service Desk Analysts to identify where additional training or guidance is required to improve first-time fix numbers.
• Maintain records of all contacts on the Service Desk and provide regular progress updates to end users.
• Maintain agreed service standards on timeliness and quality of service; ensure calls and emails are recorded correctly and monitored for progress; escalate as needed.

Northampton General Hospital is one of the largest employers in the area. The hospital is part of a Group Model with neighbouring NHS Trusts and operates within the University Hospitals of Northamptonshire.

• Compassion
• Accountability
• Respect
• Integrity
• Courage

• Date posted: 19 December 2025
• Pay scheme:
  Agenda for change
• Band:
  Band 4
• Salary: £27,485 to £30,162 a year, pro rata
• Contract:
  
  Fixed term
• Duration: 12 months
• Working pattern:
  Full-time
• Reference number:
  
  -A COR
• Job locations:
  University Hospitals of Northamptonshire, Billing Road, Northampton, NN1 5BD

• Support and assist the development of the Associate Service Desk Analysts.
• Work with Service Desk Analysts to identify process improvements.
• Ensure service quality and customer service; lead by example and provide guidance to users.
• Ensure tickets are logged in a consistent manner and meet minimum data standards.
• Deliver to agreed SLAs and provide technical advice and information to the Associate Service Desk Analysts.
• Contribute to operational procedures and ensure calls are answered promptly and managed to a successful conclusion.
• Monitor all methods of customer contact (telephone, email, self-service tickets) and respond accordingly.
• Deputise for the Service Desk Analyst as necessary; escalate serious or sensitive issues as appropriate.
• Contribute to implementing the Group Digital Strategy and lead digital techniques as appropriate.

Essential

• Skills:
  
  Good verbal and written communication; ability to manage priorities for self and teams to meet targets; accurate keyboard skills.
• Knowledge &
  
  Experience:
  
  Experience as a member of a 1st line ICT Service Desk; evidence of continuing professional development; experience delivering a Service Delivery function (preferably in the public sector); experience working in multi-disciplinary teams.

Desirable

• Experience in Agile methodology.
• Knowledge of NHS clinical care IT applications and ICT services; ITIL principles and incident/request management; knowledge base article creation.
• Experience documenting technical information for new or updated systems.

• Essential:
  Diploma/Vocational Level 4 or equivalent experience delivering digital services.

Desirable

• ITIL v3 or later foundation certificate or equivalent experience.
• Knowledge of provision of health services.

• This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975; a Disclosure check will be required.
• Applications from job seekers who require skilled worker sponsorship will be considered.

• Employer:
  
  Northampton General Hospital
• Address:
  University Hospitals of Northamptonshire, Billing Road, Northampton, NN1 5BD
• Employer's website: