IT Service Desk Analyst Posted pro rata Band 4

Job overview

We are seeking a customer-focused and proactive IT Service Desk Analyst to join our IT team. Acting as the primary point of contact for IT support, you will provide first-line technical assistance to users across the organisation, ensuring a high-quality and efficient service is delivered in line with agreed Service Level Agreements (SLAs).

This is an excellent opportunity for an IT professional who enjoys problem-solving, delivering outstanding customer service, and working in a fast-paced support environment.

• Act as the main point of contact for all IT Service Desk enquiries, incidents, and service requests.
• Provide first-line technical support for desktops, laptops, mobile devices, peripherals, applications, and IT systems.
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues within agreed SLAs.
• Log, manage, and prioritise incidents and service requests using the IT service management system.
• Escalate complex issues and requests to 2nd and 3rd line support teams, or external suppliers, ensuring timely resolution.
• Keep users informed of progress and resolutions, delivering excellent customer service throughout.
• Maintain accurate records of incidents, requests, and solutions.
• Contribute to continuous improvement initiatives and knowledge base documentation.

Provide first-line IT and telecommunications support as part of the IT Service Desk team, delivering excellent customer service and technical assistance to users across the organisation. Act as a primary point of contact for IT-related queries, troubleshooting and resolving a wide range of issues remotely using support tools where possible. Monitor and manage service desk requests, maintain accurate records within the call logging system, support user account administration, and ensure incidents and service requests are handled efficiently and escalated appropriately when required.

• Excellent opportunities for career progression
• Access to tailored individual and Trust wide learning and development
• 27 days annual leave, plus bank holidays, rising to 33 days with continuous service
• NHS Discount across a wide range of shops, restaurants and retailers
• Competitive pension scheme
• Lease car scheme
• Cycle to work scheme
• Employee Assistance Programme
• Mental Health First Aiders
• Staff accommodation (please note waiting lists apply)
• Staff networking and support groups hosted by our Equality, Diversity & Inclusion team

• Evidence of formal education or experience (A Level equivalent)

• ITIL Service Management (Foundation)

• Previous experience of working within a Service / Help Desk environment.
• Previous experience of working in a Customer Services environment.

• Previous experience of working within the NHS.

• Excellent working knowledge of Microsoft Office applications, Operating systems, including troubleshooting.

• Knowledge of National NHS applications and troubleshooting.