Frontline IT Support Specialist – Flexible Hours

Sussex Community NHS Foundation Trust; Brighton; On-site; AUD 49,000 - 65,000; Full time

Benefits offered by this job

Living Wage Employer

Flexible working options

Training & development opportunities

Job summary

Sussex Community NHS Foundation Trust is seeking a Service Desk Analyst to provide first-line IT support to staff across the Trust. You will handle incidents and service requests, diagnose basic issues, and escalate where needed, working within ITIL-based processes and Service Desk SLAs.

The role focuses on delivering a responsive, customer-focused service for end-user devices and software, with opportunities to contribute to knowledge bases and departmental documentation while developing IT

Qualifications

• Experience delivering first-line IT support to staff or customers.
• Strong customer service orientation and problem solving skills.
• Good communication skills and the ability to explain technical information to non-technical users.

Responsibilities

• Provide first-line IT support to all Trust staff and external stakeholders.
• Log and manage incidents and service requests; resolve basic issues where possible.
• Follow defined policies, procedures and SLAs for incident management.
• Escalate more complex issues to second/third-line teams as appropriate.
• Escalate urgent incidents with high clinical impact to the Service Desk Team Lead.
• Support IT and Informatics colleagues with user guidance on hardware/software.
• Help create and maintain IT documentation and knowledge bases.
• Stay aware of new technologies and share best practices with the team.

Skills

First-line IT support

Customer service

Clear communication

General IT knowledge

Tools

IT equipment (PCs, laptops, tablets, mobiles)

Job description

Sussex Community NHS Foundation Trust is seeking a Service Desk Analyst to provide first-line IT support to staff across the Trust. You will handle incidents and service requests, diagnose basic issues, and escalate where needed, working within ITIL-based processes and Service Desk SLAs.

The role focuses on delivering a responsive, customer-focused service for end-user devices and software, with opportunities to contribute to knowledge bases and departmental documentation while developing IT