Contact Centre Analyst (Fixed & Mobile Support)
At a glance
- Band
- Band 4
- Contract
- Permanent
- Pattern
- Full-time
- Posted
- 17/09/2026
- Closes
- 24/09/2026
Sponsorship verdict
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Role summary
This role is for a Contact Centre Analyst within the Trust's IT Service Desk, providing first-line support for IT-related incidents and service requests. You will handle a wide range of hardware, software, telephony, and mobile device queries, ensuring efficient resolution or escalation. The position requires strong communication skills and a proactive approach to problem-solving. It's a key role in supporting technology that enables high-quality patient care.
Essential criteria
- Relevant IT qualification e.g. Microsoft Certified Technology Specialist in Windows 7 or 8, IT Hardware Vendor certification
- ITIL Foundation
- Evidence of Customer Facing skills course and/or experience
Desirable criteria
- Communications support qualification
- Microsoft Certified Technology Specialist in Windows 7 or 8
- Experience of providing at desk IT support, installation and configuration services
- Experience of working in a complex IT networked environment
- Experience of working in a ITIL driven environment
- Working to SLA targets and meeting tight deadlines under pressure
- NHS ICT or Support Experience
- Small Contact Centre/Help Desk (extended hours) experience
- Reporting tools, Process design, Service Desk tools, Telephony
- Relevant IT qualification e.g. Microsoft Certified Technology Specialist in Windows 7 or 8, IT Hardware Vendor certification
- ITIL Foundation
- Evidence of Customer Facing skills course and/or experience
- Communications support qualification
- Microsoft Certified Technology Specialist in Windows 7 or 8
- Experience of providing at desk IT support, installation and configuration services
- Experience of working in a complex IT networked environment
- Experience of working in a ITIL driven environment
- Working to SLA targets and meeting tight deadlines under pressure
- NHS ICT or Support Experience
- Small Contact Centre/Help Desk (extended hours) experience
- Reporting tools, Process design, Service Desk tools, Telephony
Useful to know
Agenda for Change 2024/25 pays Band 4 at £26,530 – £29,114 a year, across England.
This advert: £33,262 – £36,027 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 7d
Plenty of time to prepare a strong application.
Full advert · preview
West London NHS Trust
Contact Centre Analyst (Fixed & Mobile Support)
The closing date is 24 September 2026
Job summary
We are delighted to offer an exciting opportunity for a Contact Centre Analyst (Fixed & Mobile Support) within the Trust's IT Service Desk.
This role presents an excellent opportunity for a motivated, customer-focused individual looking to develop their technical skills and gain valuable experience within Digital Services.
Main duties of the job
As a Contact Centre Analyst, you will act as the first point of contact for IT-related incidents and service requests from colleagues across the Trust. You will be responsible for providing high-quality first-line support, ensuring issues are logged, diagnosed, and resolved efficiently wherever possible. More complex incidents will be escalated appropriately, ensuring a seamless support experience for our users.
The successful candidate will provide support across both the Fixed and Mobile Support Services, assisting staff with a wide range of hardware, software, telephony, and mobile device queries. Strong communication skills, a proactive approach to problem-solving, and a commitment to delivering excellent customer service are essential.
This is a rewarding opportunity to play a key role in supporting the technology and communication services that enable our staff to deliver high-quality patient c
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