Service Desk Analyst

Service Desk Analyst – Royal Cornwall Hospitals NHS Trust

Kick‑start your IT career with the RCHT Service Desk team, providing support to our colleagues in CFT. As the first point of contact for staff needing technical help, you’ll answer calls, log issues, and follow clear step‑by‑step checks to solve problems or pass them on to the right team.

• Maintain good working relationships with colleagues, managers, staff, and external customers of all levels.
• Provide excellent verbal communication, calming difficult situations and explaining complex technical solutions in non‑technical language over telephone.
• Interpret and clarify user problems and record information accurately, including updating directory services.
• Log issues on relevant systems and communicate with suppliers.
• Manage customer care, handle upset or irate customers with listening skills.
• Follow escalation procedures when SLA timescales exceed limits and provide regular progress updates to the Service Desk Lead.
• Contribute to maintaining professional service standards and improve knowledge to achieve higher first‑line resolution rates.
• Support the team during major system failures and maintain service quality.

Essential qualifications

• GCSEs to include English Language demonstrating high levels of literacy and numeracy or equivalent.
• NVQ Level 3 or equivalent level of experience.
• Experience in IT Service Desk / Helpdesk, telephone support, customer care environment, or IT support of systems, applications, or network administration.
• Knowledge of Microsoft software packages including MS Teams, Word, Excel.
• Basic IT skills and knowledge in a wide range of areas.

Desirable qualifications

• Customer care NVQ or similar.
• Commitment to study towards ITIL v3 Foundation or experience working within an ITIL environment.
• Experience of working in the NHS.

Essential skills

• Ability to follow scripted solutions to resolve incidents at the point of contact.
• Ability to plan, organise and prioritise a broad range of complex activities to meet tight SLA and KPI deadlines.
• Effective time management, planning and prioritising tasks.
• Excellent telephone manner and customer service skills.
• Excellent written and verbal communication skills.
• Excellent IT skills, able to quickly pick up new technology.
• Ability to work as part of a team and autonomously.

Essential knowledge and abilities

• Knowledge of a range of relevant hardware and software gained through qualification or equivalent experience.
• Able to quickly assess severity of problems to provide responsive resolution.

Desirable knowledge and abilities

• Knowledge of ITIL Service Management.

Personal qualities

• Good team player.
• Able to work under pressure.
• Excellent interpersonal/communication skills.

• Salary: £24,937 to £26,598 a year (pro rata).
• Contract:
  
  Permanent.
• Working pattern:
  Full‑time, Part‑time.
• Recruitment reference number: 156‑7429316‑C.
• Location:
  
  Shaw House, St Austell, PL26 6AD
  .
• Band 3 (Agenda for Change).
• Benefits:
  Flexible working levels, potential for training.

To become an employee of the NHS, candidates must successfully complete identity checks, professional registration and qualification checks, employment history and reference checks, occupational health clearance, disclosure and barring service check, and right to work in the UK. Information about the disclosure process may be found at https://(Use the "Apply for this Job" box below)..

Applications from job seekers requiring Skilled Worker sponsorship are welcome and will be considered. Further information can be found at

Royal Cornwall Hospitals NHS Trust – Shaw House, St Austell, PL26 6AD
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