Service Desk Analyst Apprenticeship; SPFT Swandean West

We’re looking for a Service Desk Analyst to join Serbus Health, supporting Sussex Partnership NHS Foundation Trust based in Worthing, West Sussex.

The Service Desk Analyst will provide 1st line IT support, helping to log, triage and resolve incidents and service requests. The role will involve supporting hardware, software and access queries, working closely with colleagues and wider support teams to deliver a responsive service.

The successful candidate will need to be confident communicating by phone, remote session, video call and service desk ticket, while maintaining accurate records and working in line with agreed service levels.

• Function / team: Serbus Health / SPFT Service Desk Team
• Contract: Permanent, full time
• Location: SPFT Swandean, Worthing, West Sussex
• Hours: 40 hours per week, 10am to 6pm
• Security clearance: BPSS and DBS clearance required

• Providing 1st line support for hardware, software and access issues.
• Logging, updating and resolving incidents and service requests
• Triaging tickets and escalating to 2nd/3rd line teams or suppliers where needed.
• Supporting basic IT administration, including account set-up and access changes.
• Delivering a professional, patient and helpful service to users.

• Experience in a 1st line IT role or customer service environment.
• Strong communication skills and a proactive, organised approach.
• Customer focused, patient and comfortable supporting people across different channels.
• Experience with ITSM or CRM tools, Microsoft environments and Active Directory would be beneficial.
• ITIL knowledge or certification would be desirable.