IT Support Analyst

IT Service Desk Analyst
Norfolk (on‑site / hybrid, subject to service requirements)
£
Initial 2 months

REED Technology are recruiting an IT Service Desk Analyst on behalf of a large, public‑sector healthcare organisation that provides essential community health services. This is a customer‑facing role at the heart of Digital Services, supporting thousands of users across clinical and corporate environments.

You'll be the first point of contact for IT incidents, service requests and technical queries, helping to ensure vital systems remain available and staff are supported to deliver outstanding patient care.

Key Responsibilities

Act as a single point of contact for IT incidents, service requests and queries via phone and digital channels
Log, classify and prioritise incidents in line with Service Level Agreements (SLAs)
Provide first‑line support for hardware, software, application and network issues
Aim for first‑time fix where possible, escalating to specialist teams when required
Monitor and track incidents through to resolution, keeping users informed of progress
Administer user accounts and system access in line with security policies
Install and configure desktop software
Liaise with third‑party suppliers and national system providers where required
Maintain accurate records and contribute to continuous service improvement
Deliver a professional, calm and customer‑focused service at all times

Key Experience & Skills

Experience in a Service Desk, IT support, call‑centre or customer support environment
Strong customer service skills, including handling challenging conversations
Working knowledge of Microsoft Windows 10/11 and Microsoft 365
Ability to diagnose issues logically and prioritise workload under pressure
Excellent verbal and written communication skills
Strong attention to detail and data accuracy
Comfortable working to targets and SLAs
BTEC, Diploma or equivalent in IT or a related discipline
Desirable

Service Desk Institute (SDI) certification or equivalent
ITIL Foundation or working knowledge of ITIL environments
Experience working in the public sector or NHS‑style organisation

If you have the skills and experience for the role above, please apply using the link provided