Service Desk Analyst
At a glance
- Band
- Band 4
- Contract
- Permanent
- Pattern
- Full-time, Flexible working
- Posted
- 18/08/2026
- Closes
- 01/09/2026
Sponsorship verdict
Sponsorship is not clearly stated in this advert.
The advert didn't contain a clear role-specific sponsorship line, so HiveMind can't confirm eligibility. Verify with the recruiting manager or trust HR before you apply.
Role summary
This role is for a Service Desk Analyst within the Digital and Technology Services team, acting as the first point of contact for IT support. You will handle a high volume of calls and emails, logging, triaging, and resolving IT issues for approximately 4,000 users. The position requires strong customer service skills, technical aptitude, and the ability to work within a shift pattern, contributing to service improvement.
Essential criteria
- Ability to undertake the duties and demands of the post. A satisfactory sickness record over the previous 2 years (subject to the need to act with fairness and equality of opportunity, particularly where the sickness is related to a disability and/or pregnancy).
- Special Knowledge/Skills
- Attentive to details and able to accurately record data.
- Confident and credible telephone manner.
- Excellent customer care skills.
- The ability to communicate technical issues effectively and concisely to non-technical staff.
- The ability to maintain a professional approach under all circumstances.
- Proven competency with Microsoft Office applications, particularly Windows Operating Systems, Microsoft Office (including Word, Excel, Outlook).
Desirable criteria
- Knowledge of typical IT infrastructure defects and terminology.
- Understanding ITIL principles.
- Have an understanding of typical service desk scenarios that can be reported through to the service desk.
- Training
- Proven commitment to personal development as evidenced through attendance at a range of training/development events.
- ITIL Qualification.
- Customer Services Training.
- Personal Attributes
- Excellent verbal and written communication skills.
- Ability to demonstrate excellent customer relationship skills.
- Customer focussed and interested in helping people.
- Able to communicate effectively with customers at all levels over the telephone, e-mail and in person and develop instructions for end users as necessary.
- Able to deliver high standards of customer service in a professional manner.
- Reliable with good timekeeping.
- Professional in self-presentation and manner.
- Customer orientated, confident, approachable and self-motivated team player willing and able to contribute ideas to the team.
- Prepared to ask for and give help when needed.
- Flexible and versatile.
- Self-motivated, enthusiastic and can work on own initiative or as part of a team.
- Problem solving skills, using both initiative and following procedures.
- Prepared on occasion to work flexible, unsociable hours where user working arrangements so dictate.
- Willingness to learn and develop.
- Ability to travel effectively between Trust sites.
- Presentation skills.
- Sound analysis skills.
- Well developed problem solving skills.
- Substantial experience in the delivery of customer service.
- Substantial experience of team working in a busy environment.
- Email & Network experience/understanding.
- Experience of supporting IT hardware and software.
- Sound knowledge/experience of working with Active Directory (AD)
- Experience of dealing with enquiries and investigating solutions in a modern IT environment.
- Previous telephone support experience in a first line role.
- Experience of working in an NHS Information Service Desk environment.
- Experience of NHS patient-based information systems.
- Substantial experience of working in a confidential environment, including a proven understanding of the requirements of patient confidentiality, information security.
- Microsoft Certified Professional (MCP) or qualified to a similar level by experience.
- Demonstrate an appropriate level of IT competency.
- Working towards additional recognised IT qualifications.
- ITIL (Information Technology Infrastructure Library) qualifications or experience, or similar service management standards.
- Physical Attributes
- Ability to undertake the duties and demands of the post. A satisfactory sickness record over the previous 2 years (subject to the need to act with fairness and equality of opportunity, particularly where the sickness is related to a disability and/or pregnancy).
- Special Knowledge/Skills
- Attentive to details and able to accurately record data.
- Confident and credible telephone manner.
- Excellent customer care skills.
- The ability to communicate technical issues effectively and concisely to non-technical staff.
- The ability to maintain a professional approach under all circumstances.
- Proven competency with Microsoft Office applications, particularly Windows Operating Systems, Microsoft Office (including Word, Excel, Outlook).
- Knowledge of typical IT infrastructure defects and terminology.
- Understanding ITIL principles.
- Have an understanding of typical service desk scenarios that can be reported through to the service desk.
- Training
- Proven commitment to personal development as evidenced through attendance at a range of training/development events.
- ITIL Qualification.
- Customer Services Training.
- Personal Attributes
- Excellent verbal and written communication skills.
- Ability to demonstrate excellent customer relationship skills.
- Customer focussed and interested in helping people.
- Able to communicate effectively wit
Useful to know
Agenda for Change 2024/25 pays Band 4 at £26,530 – £29,114 a year, across England.
This advert: £28,392 – £31,157 — outside the standard scale; check for HCAS/London weighting.
Posted 12d ago · Closes in 3d
Applications close soon — apply now if this is a fit.
Full advert · preview
Job summary
This is an exciting opportunity
to working within the Service Desk Team at South West Yorkshire Partnership Teaching
NHS Foundation Trust.
The service desk analysts are
the first point of contact between the Digital and Technology Services and our
customers and are responsible for general IT support and providing support for
the numerous systems in use across the Trust.
The team handles a high volume
of calls and emails each day and the ability to take on new work and adapt to
change is essential. You will log,
triage and progress calls right through to resolution, offering a first-time
fix where possible.
The successful candidate will
have a proven record in customer service. You will be a team player with a good
telephone manner, first rate communication skills, and strive to be accountable
and take responsibility for managing your own tickets and escalating where
necessary.
The successful candidate will
ideally have previously worked in an IT environment and have an interest in
problem solving along with knowledge of Microsoft products including Office and
Active Directory.
The Service Desk functions is
looking to grow and evolve, so the ability to embrace change and maintain a
positive outlook is essential, along with a technical aptitude, patience,
problem-solving skills and a flexible nature.
All employees of the Trust are
**strongly encouraged to h
Join the community to read the full pack, responsibilities and person-specification in one place.
Your seat is reserved — activate it
CareerHive is included with your CareerHive Skool community membership. If you haven't claimed your account yet, join the community (or sign in with the same email you joined with) to unlock the full advert, the apply link, HiveMind AI interview & application suite, your private vault, and daily sponsorship alerts.