Service Desk Analyst
At a glance
- Band
- Band 4
- Contract
- Permanent
- Pattern
- Full-time
- Posted
- 02/09/2026
- Closes
- 16/09/2026
Sponsorship verdict
This advert explicitly states that sponsorship is not offered.
The source advert contains explicit wording ruling out sponsorship for this specific role. Consider other live roles at the same band from sponsorship-friendly trusts.
Role summary
This role involves working as a Service Desk Analyst within the ICT Service Desk team, providing first and second-line IT support to approximately 4000 staff across Leeds and York. The successful candidate will handle incoming calls, troubleshoot IT issues, manage service requests, and ensure timely resolution of technical problems. The role requires adherence to ITIL processes for incident, service request, problem, and change management, ensuring high-quality and consistent support.
Key responsibilities
- Provide first line ICT support services using ITIL processes.
- Efficiently handle incoming calls to the Service Desk using a computerised telephone call handling system.
- Ensure support provided to customers is consistent, timely, and of high quality.
- Follow all agreed processes, guidelines, policies, and procedures.
- Provide technical support to users and troubleshoot IT issues.
- Manage service requests and ensure timely resolution.
Essential criteria
- ITIL or equivalent computing qualification or relevant customer service-related experience in a technical environment
- Able to prioritise workload
- Understanding of ITIL principles. incident, problem, and request management processes
- Experience providing 1st and 2nd line IT support to end users
- Experience using ticketing systems such as ServiceNow, Halo, Zendesk
Desirable criteria
- Tell us about a time when you spotted something small going wrong and did something to stop it becoming a bigger issue.
- Tell us about a time when you realised a colleague or someone you know needed a bit of support and you offered to help.
- Tell us about a time when you showed someone kindness or understanding.
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 1d ago · Closes in 14d
Plenty of time to prepare a strong application.
Full advert · preview
Job summary
The ICT Service Desk function serves as the support gateway for all information, communication and technology and ICT training for approximately 4000 staff across Trust sites located across Leeds and York boundaries and supporting our wider regional wide services. The ICT Service Desk covers all IT and communication services ranging through software, hardware, network, servers, voice and data.To work within a team and provide first line ICT support services within the Trust using ITIL processes of Incident Management, Service Requests and an understanding of Problem and Change Management. Day to day working with a computerised telephone call handling system to efficiently handle incoming calls to the Service Desk.To ensure that the support provided to customers is consistent, timely, of high quality, follows all agreed processes and guidelines and to ensure policies and procedures are followed at all times.
Main duties of the job
Provide technical support to users, troubleshoot IT issues, manage service requests, and ensure timely resolution.
About us
The Leeds and York Partnership NHS Foundation Trust (LYPFT) is the main provider of Mental Health and Learning Disability services in Leeds. We also provide specialist inpatient services in York and some highly specialised services across the country. As a teaching trust with strong links to local universi
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