Senior Service Desk Analyst
At a glance
- Band
- Band 5
- Contract
- Fixed-term
- Pattern
- Full-time
- Posted
- 11/09/2026
- Closes
- 16/09/2026
Sponsorship verdict
Candidates needing sponsorship are encouraged to apply.
HiveMind found a sponsorship-friendly statement in the source advert welcoming applicants who require a visa. Always confirm on the source before applying.
“Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications.”Quoted verbatim from the source advert
Role summary
This role involves logging and resolving IT support calls on the Trust's IT Service Desk, ensuring all calls are closed within agreed SLAs. The post holder will follow up on breaching SLAs and escalate issues as needed. They are responsible for providing a high-quality, timely, and customer-focused IT support service during contracted hours. The role also includes handling initial complaints and escalations related to the Service Desk.
Key responsibilities
- Log and resolve calls on the Trust's IT Service Desk.
- Ensure all allocated IT support calls are logged and closed within agreed SLAs.
- Contribute to a high quality, timely and professional IT support service.
- Follow up on calls breaching agreed SLAs and escalate as appropriate.
- Deal with initial complaints or escalations regarding the Service Desk.
- Work flexibly within the team to meet IT & Systems department objectives.
Essential criteria
- A Level qualification or equivalent
- Desktop and Laptop PC's
- Other mobile technologies
- Windows O/S environment
- MS Office
- MS Project & Visio
- Active Directory (User/Computer Account management)
- Mobile device management
- Build/imaging software
- Operation of helpdesk call logging software
- Experience in a customer services role providing both IT helpdesk and applications support services.
- Experience of dealing with external suppliers or contacts.
- Experience of supporting colleagues at different levels with IT issues
- Experience of small to medium sized projects and project teams
- Working on an ITIL based service desk
- Experience of complaints handling
- Able to demonstrate empathy, understanding and ownership when receiving users issues
- Strong communication skills at all levels, and able to inspire confidence
- Strong problem solving skills
- Organised and attentive to detail
- Systematic approach to problem solving
- A clear logical thinker who works in a structured way
- A questioning approach to issues and problems
Desirable criteria
- Degree level qualification
- Full accreditation to ITIL standards, Foundation Level
- Microsoft Certification (MCDST) or equivalent
- Other vendor specific IT qualifications
Useful to know
Agenda for Change 2024/25 pays Band 5 at £29,970 – £36,483 a year, across England.
This advert: £38,488 – £46,852 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 5d
Plenty of time to prepare a strong application.
Full advert · preview
East London NHS Foundation Trust
Senior Service Desk Analyst
The closing date is 16 September 2026
Job summary
The post holder will be responsible for logging and resolving calls on the Trust's IT Service Desk. They will be responsible for ensuring that all IT support calls allocated are logged and closed within the agreed SLAs. The postholder will contribute to a high quality, timely and professional IT support service to the Trust.They will ensure that any calls breaching agreed SLAs are followed up and closed as a matter of priority, or escalated in an appropriate manner.The postholder is responsible for ensuring a high quality, timely and customer focused IT support service is available during the contracted hours. Any complaints or escalations regarding the Service Desk should be dealt with initially by the postholder, and escalated as necessary.S/he must be prepared to work flexibly within the team to ensure the overall objectives of the IT & Systems department are met.
Main duties of the job
The post holder will be responsible for logging and resolving calls on the Trust's IT Service Desk. They will be responsible for ensuring that all IT support calls allocated are logged and closed within the agreed SLAs. The postholder will contribute to a high quality, timely and professional IT support service to the Trust.They will ensure that any calls breaching
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