Service Desk Analyst - Band 4

Triumph Consultants Ltd; Norwich; On-site; GBP 20,000 - 26,000; Full time

Job summary

Triumph Consultants Ltd is recruiting an IT Service Desk Analyst (Band 4) to join the Digital Services team within an NHS Trust in Norwich. The role involves acting as the first point of contact for IT incidents and service requests, providing first-line support for Office 365 and Windows 10/11.

You will log, classify and prioritise incidents, work to SLAs, and escalate complex issues to specialist teams. Bournemouth

Qualifications

• BTEC, Diploma or equivalent qualification/experience.
• Experience in an IT Service Desk or similar environment.
• Working knowledge of Microsoft Office 365 and Windows 10/11.
• Experience logging incidents and resolving IT issues within SLAs.

Responsibilities

• Act as the first point of contact for IT incidents, service requests and technical queries.
• Log, classify and prioritise incidents in line with SLAs.
• Provide first-line telephone and remote support for hardware, software.
• Diagnose and resolve incidents or provide effective workarounds.
• Escalate complex issues to specialist teams.
• Support Microsoft 365 and Windows 10/11 users.
• Install software and manage IT accounts and privileges.
• Maintain data quality in the service management system.
• Provide clear technical guidance and updates to customers.
• Contribute to Service Desk procedures and knowledge sharing.

Skills

Strong customer service

Prioritisation to SLAs

Teamwork

Proactive attitude

Education

BTEC/Diploma or equivalent

Tools

Microsoft Office 365

Windows 10/11

Job description

IT Service Desk Analyst – Ban

Location: Norwich

Working Pattern: Monday-Friday, 37.5 hours per week

Start Date: ASAP

Contract: Temporary - 3 months

Department: Digital Services / Service Desk

Vacancies: 2

About the Role

We are recruiting IT Service Desk Analysts (Band 4) to join the Digital Services team within an NHS Trust in Norwich.

This is an excellent opportunity for an experienced Service Desk or IT Support professional to provide first-line technical support to clinical and corporate users, helping resolve IT incidents and ensuring customers receive a professional and responsive service.

Key Responsibilities

• Act as the first point of contact for IT incidents, service requests and technical queries.
• Log, classify and prioritise incidents in line with Service Level Agreements (SLAs).
• Provide first-line telephone and technical support for hardware, software, applications and network issues.
• Diagnose and resolve incidents or provide appropriate workarounds.
• Escalate more complex issues to the relevant specialist teams.
• Support customers with Microsoft Office 365 and Windows 10/11.
• Install and configure desktop software and administer IT accounts and system privileges.
• Liaise with third-party suppliers where required.
• Maintain accurate records and data quality within the IT service management system.
• Provide clear technical guidance and "how-to" support to customers.
• Manage customer expectations and keep users updated on progress.
• Contribute to Service Desk procedures, process improvements and knowledge sharing.

Essential Experience & Skills

• BTEC, Diploma or equivalent qualification/experience.
• Previous experience within an IT Service Desk, IT Support, call centre or customer service environment.
• Working knowledge of Microsoft Office 365 and Windows 10/11.
• Experience of effective call handling and technical troubleshooting.
• Strong customer service and communication skills.
• Good problem-solving and analytical abilities.
• Ability to prioritise workload and work to SLAs.
• Professional and calm approach when dealing with challenging customers.
• Ability to work effectively as part of a team.
• Self-motivated with a positive "can-do" attitude.

Desirable

• ITIL Foundation, Service Desk Institute certification, experience within the NHS/public sector or an ITIL environment.