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.

• 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

• 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

• 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