Service Desk Analyst | Sussex Community NHS Foundation Trust

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

Service Desk Analyst | Sussex Community NHS Foundation Trust

We have an exciting opportunity to join our IT Service Desk team. The successful post holder will play a key role in delivering an excellent customer-focused service, providing responsive first-line IT support to staff across the Trust.

As a member of the IT Service Delivery team, the post holder will contribute to the provision of operational IT and customer support services during Service Desk operating hours.

The team is responsible for delivering first-line technical support to all SCFT staff, working closely with a wide range of clinical and non-clinical services. Duties include handling incoming telephone calls, logging and managing incidents and service requests, and assisting in the resolution of first-line technical issues in a professional and timely manner.

Please note: Due to recent changes in UK immigration and visa rules, this role may not be eligible for Skilled Worker visa sponsorship. Applicants who do not currently have the right to work in the UK may not be considered. Candidates requiring sponsorship should review the eligibility criteria on thegov.uk websitebefore applying to assess their eligibility for a Certificate of Sponsorship for this role.

Skilled Worker visa: going rates for eligible occupation codes - GOV.UK

Health and Care Worker visa: If you’ll need to meet different salary requirements - GOV.UK

• - Provide first-line IT technical support to our user base, including all SCFT staff and external stakeholders.
• - Deliver a responsive, customer-focused Service Desk and first-line support service for all end-user devices, including PCs, laptops, tablets, mobile phones and other IT equipment, as well as associated software. Communicate technical information in a clear and accessible manner, adapting your approach where there may be barriers to understanding.
• - Ensure all support calls and requests are managed appropriately and in accordance with defined policies, procedures and agreed service level agreements (SLAs).
• - Undertake first-line fault diagnosis and resolution where possible.
• - Escalate incidents and service requests to second- and third-line support teams where a first-line resolution is not available or where on-site intervention is required, ensuring a consistently high standard of call quality and documentation.
• - Promptly escalates urgent incidents and those with a high clinical impact to the Service Desk Team Lead and IT Service Delivery Manager.
• - Provide support and advice to IT and Informatics colleagues, Trust managers and end users on the effective use and management of IT hardware and software.
• - Assist in the creation, maintenance and continuous improvement of departmental IT documentation, ensuring business-as-usual (BAU) support teams have access to accurate and up-to-date information.

We are the main provider of NHS community services across East and West Sussex, with 6,000 staff serving 1.3 million people. We deliver essential care to adults and children, helping them manage their health, avoid hospital admissions, and reduce hospital stays.

Our Trust vision is to provide excellent care at the heart of the community. We offer opportunities across medical, clinical, support, and corporate services.

Why work for us?

• Positive 2024 NHS Staff Survey results, highlighting compassionate leadership and wellbeing
• Varied environments: community hospitals, patients’ homes, and bases across Sussex
• Flexible working options: part-time, flexi-time, annualised hours, and flexi-retirement
• Excellent training, development, and research opportunities
• Accredited Living Wage Employer, we ensure fair pay for all our staff
• Cost-effective workplace nurseries in Crawley, Hove, and Brighton
• Active EMBRACE, Disability & Wellbeing, LGBTQIA+, and Religion & Belief networks
• Level 3 Disability Confident Leader and Veteran Aware Trust

Our values—Compassionate Care, Working Together, Achieving Ambitions, Delivering Excellence—guide everything we do.

We embrace diversity and encourage applications from all backgrounds, particularly from ethnically diverse, disabled, and LGBTQIA+ individuals. We aim to create an inclusive environment and support reasonable adjustments during recruitment.

This post may close early if sufficient applications are received.

Key Responsibilities

• Provide first-line support for desktops, laptops, printers and other IT equipment used across the Trust.
• Ensure all work is carried out in accordance with IT service management principles, ITIL-based processes, and Trust and IT policies and procedures.
• Deliver a high standard of customer service, managing support requests professionally and developing positive relationships with users across the organisation.
• Demonstrate a strong team ethos and contribute to the achievement of Informatics objectives and priorities through consistently high individual and team performance.
• Ensure information gathered during initial user contact is accurate, professional and relevant, enabling efficient diagnosis and resolution of incidents and service requests.
• Escalate calls and incidents to the Service Desk Team Lead promptly and in accordance with agreed Service Level Agreements (SLAs).
• Contribute to the development and maintenance of IT knowledge bases, Frequently Asked Questions (FAQs), and troubleshooting documentation to support service improvement and knowledge sharing.
• Maintain awareness of emerging technologies and industry best practice, sharing knowledge and expertise with colleagues where appropriate.
• Ensure all duties are undertaken in accordance with Health and Safety legislation, policies and procedures, taking reasonable care for your own health and safety and that of others.

This advert closes on Monday 19 Oct 2026