ICT Service Desk Analyst
Role Overview
The Service Desk is the single point of contact for digital incidents and service requests.
The role aims to restore normal operational service with minimal business impact, within agreed service levels and clinical or business priorities.
The desk also handles requests for pre-defined, pre-authorised services such as new starters, hardware and software requests.
Key Skills for This Role
Full Job Posting
Role overview
The Service Desk is the single point of contact for digital incidents and service requests.
The role aims to restore normal operational service with minimal business impact, within agreed service levels and clinical or business priorities.
The desk also handles requests for pre-defined, pre-authorised services such as new starters, hardware and software requests.
Contract and hours
- The post is fixed-term for six months and ends on 21 May 2027.
- The role is full time, 37.5 hours per week; part-time, job-share, flexible and compressed hours are also listed.
Salary
- Salary is £28,392–£31,157 gross per annum, pro rata.
Work location
- The post is based at Hellesdon Hospital in Norwich.
- The postholder is expected to be able to work from Hellesdon Hospital a minimum of two days per week.
Main duties
- Provide first-level digital support as the first point of contact for customers.
- Handle telephone calls and live chats; manage incidents, service requests and problems.
- Provide remote support and manage service knowledge, assets and configurations.
- Monitor service levels and contribute to continual service improvement.
Essential criteria
- CompTIA IT Fundamentals (ITF+) or another equivalent technical qualification.
- Professional experience resolving computer or device issues.
- Customer service and ICT troubleshooting skills.
- Advanced knowledge of Microsoft Windows.
Desirable criteria
- CompTIA A+ or another equivalent technical qualification.
- Professional experience providing ICT hardware support.
- Conflict resolution skills.
- Knowledge of the NHS and its operational structures.
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