Digital Senior Service Desk Analyst

NHS; Guildford; On-site; GBP 31,000 - 39,000; Full time

Job summary

The NHS is seeking a Senior Digital Service Desk Analyst to join their team in Guildford. This pivotal role involves incident management, technical troubleshooting, and enhancing customer satisfaction through expert IT support. Ideal candidates will have a degree or equivalent knowledge, along with strong technical and customer service skills. This is a full-time, office-based position with a salary between £31,469 to £38,308 per annum, pro-rata.

Benefits

Comprehensive health and wellbeing program

Commitment to professional development

Qualifications

• Experience of working on an IT Service Desk or similar technical support environment for at least two years.
• Knowledge of configuration and deployment tools.
• Understanding of mobile technologies (iOS, Android) and virtual services.

Responsibilities

• Lead role in incident management and customer escalations.
• Provide IT technical expertise to improve customer satisfaction.
• Coach and mentor colleagues to enhance the service desk operation.

Skills

Technical troubleshooting

Customer service skills

Attention to detail

Education

Degree level education or equivalent specialist knowledge

Tools

Windows XP, 7, 10

Office 2010, 2013, 2016, O365

Active Directory

Configuration and deployment tools (e.g. Zenworks, SCCM)

Job description

4 days ago Be among the first 25 applicants

Job Summary

Are you an experienced IT Service Desk analyst looking for the next step in your career? Do you have a passion for technical troubleshooting? We are looking for a Senior Digital Service Desk Analyst to join our team. The successful candidate will be responsible for taking the lead role in incident management, dealing with customer escalations and championing customer satisfaction through the timely resolution of incidents and requests. You will be technically responsible for escalating calls from the Service Desk Analysts to other support teams, identifying and reporting common trends, providing documentation of new skills, coaching and mentoring colleagues and handling and logging calls during busy periods. In addition, you will recommend alternative courses of action and develop in-house expertise to improve first time fix rates.

Job Summary

Are you an experienced IT Service Desk analyst looking for the next step in your career? Do you have a passion for technical troubleshooting? We are looking for a Senior Digital Service Desk Analyst to join our team. The successful candidate will be responsible for taking the lead role in incident management, dealing with customer escalations and championing customer satisfaction through the timely resolution of incidents and requests. You will be technically responsible for escalating calls from the Service Desk Analysts to other support teams, identifying and reporting common trends, providing documentation of new skills, coaching and mentoring colleagues and handling and logging calls during busy periods. In addition, you will recommend alternative courses of action and develop in-house expertise to improve first time fix rates.

The successful candidate will require exceptional technical, organisational and customer service skills; the ability to adapt quickly to a variety of situations is essential as well as a good sense of humour.Whilst an understanding of NHS environments and systems is desirable, training is given to those candidates who can show superb technical and customer service skills.

Currently based in Guildford, successful candidates will be expected to cover during the core hours of 8.00-17.00, Monday to Friday, as part of a shift pattern to a maximum of 37.5hrs per week.

The role is solely office based.

Main duties of the job

To provide IT technical expertise to the Digital Service Desk Analyst team, working to improve customer satisfaction and first time fix rates.

Unfortunately, visa sponsorship is not available at this time, as the role does not meet the essential eligibility criteria.

About Us

Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing program along with a commitment to developing and advancing your career. Our diverse and welcoming Royal Surrey family will ensure you that you feel valued from your initial interview through your entire tenure.

We are clinically led and provide joined up care by bridging the gap between hospital and community services alongside regional specialist cancer care. Our main acute hospital site is in Guildford with community hospital sites at Milford, Haslemere and Cranleigh. We provide adult community health services in homes across Guildford and Waverley.

The Care Quality Commission (CQC) have given us an overall rating of Outstanding.

Royal Surrey has a strong reputation and history to build on. We are proud of our achievements and we are investing in our colleagues through our commitment to supporting professional development as well as investing more than £45 million in our physical environment and new equipment in the next few years. There has never been a better time to join us.

Although it isn't the Trusts normal practice, adverts may close early, so you are encouraged to submit an application as soon as possible.

A video about the Royal Surrey - https://www.youtube.com/watch?v=R96pMboIYdo

Details

Date posted

12 June 2025

Pay scheme

Agenda for change

Band

Band 5

Salary

£31,469 to £38,308 a year (per annum) pro-rata -includes high cost area supplement (HCAS).

Contract

Permanent

Working pattern

Full-time

Reference number

384-JH-EMF18411-B5

Job locations

Royal Surrey NHS Foundation Trust

Guildford

GU2 7XX

Job Description

Job responsibilities

The Digital Senior Service Desk Analyst is the technical expert within the IT Service Desk and provides a point of escalation for Digital Service Desk Analysts in relation to technical queries. They will improve and enhance customer experience by ensuring that their colleagues have the knowledge, skills and tools they need to achieve a high first-time fix rate. They will be the conduit between the IT Service Desk and other departmental teams and will work with them to restore service as quickly as possible or provision services according to customer requirements. The position requires a high level of technical analysis and diagnostic abilities, attention to detail, excellent customer service skills and the taking of responsibility of calls

Job Description

Job responsibilities

The Digital Senior Service Desk Analyst is the technical expert within the IT Service Desk and provides a point of escalation for Digital Service Desk Analysts in relation to technical queries. They will improve and enhance customer experience by ensuring that their colleagues have the knowledge, skills and tools they need to achieve a high first-time fix rate. They will be the conduit between the IT Service Desk and other departmental teams and will work with them to restore service as quickly as possible or provision services according to customer requirements. The position requires a high level of technical analysis and diagnostic abilities, attention to detail, excellent customer service skills and the taking of responsibility of calls

Person Specification

Qualifications

Essential

• Degree level education or equivalent specialist knowledge acquired through relevant experience
  
  

Desirable

• Qualification in Customer Service/telephone training
• Qualification in IT support, e.g. CompTIA A+, CompTIA N+ Certification
• ITIL Foundation Certificate in IT Service Management
  
  

Knowledge

Essential

• Computer software and hardware troubleshooting knowledge and experience including but not limited to Windows XP, 7, 10, iOS, Office 2010, 2013, 2016, O365, Active Directory
• An understanding of mobile technologies and developments (iOS, Android)
• An understanding of virtual and remote service technologies
• Knowledge of configuration and deployment tools e.g. Zenworks, SCCM
• At least two years' experience of working on an IT Service Desk or similar technical support environment
• Experience of operating within Service Level Agreements and following working policies and standard operating procedures
• Experience of using Service Management tools and Helpdesk software
  
  

Desirable

• Experience or exposure to clinical/administration systems within the NHS
  
  

Person Specification

Essential

• Computer software and hardware troubleshooting knowledge and experience including but not limited to Windows XP, 7, 10, iOS, Office 2010, 2013, 2016, O365, Active Directory
• An understanding of mobile technologies and developments (iOS, Android)
• An understanding of virtual and remote service technologies
• Knowledge of configuration and deployment tools e.g. Zenworks, SCCM
• At least two years' experience of working on an IT Service Desk or similar technical support environment
• Experience of operating within Service Level Agreements and following working policies and standard operating procedures
• Experience of using Service Management tools and Helpdesk software
  
  

Desirable

• Experience or exposure to clinical/administration systems within the NHS
  
  

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Royal Surrey NHS Foundation Trust

Address

Royal Surrey NHS Foundation Trust

Guildford

GU2 7XX

Employer's website

https://www.royalsurrey.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Royal Surrey NHS Foundation Trust

Address

Royal Surrey NHS Foundation Trust

Guildford

GU2 7XX

Employer's website

https://www.royalsurrey.nhs.uk/ (Opens in a new tab)

LNKD1_UKTJ

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT System Training and Support

Referrals increase your chances of interviewing at NHS by 2x

Sign in to set job alerts for “Senior Service Desk Analyst” roles.

Continue with Google Continue with Google

Continue with Google Continue with Google

Staines-Upon-Thames, England, United Kingdom 1 week ago

Slough, England, United Kingdom £60,000 - £64,000 3 days ago

Epsom, England, United Kingdom 5 days ago

Walton-On-Thames, England, United Kingdom 1 week ago

Windsor, England, United Kingdom 1 week ago

Bracknell, England, United Kingdom 4 weeks ago

Reading, England, United Kingdom 2 weeks ago

Reading, England, United Kingdom 3 days ago

Reading, England, United Kingdom 4 weeks ago

Woking, England, United Kingdom 1 week ago

Windsor, England, United Kingdom 1 month ago

Leatherhead, England, United Kingdom 14 hours ago

Farnborough, England, United Kingdom 1 week ago

Business Specialist – Verint Operations Manager

Crawley, England, United Kingdom 2 weeks ago

Woking, England, United Kingdom 1 week ago

Godalming, England, United Kingdom 6 months ago

Woking, England, United Kingdom 6 months ago

Gerrards Cross, England, United Kingdom 6 months ago

Gerrards Cross, England, United Kingdom 6 days ago

Volunteer Algolia Search (Technical Specialist) | Charity Buddy

Alfold, England, United Kingdom 2 days ago

West Sussex, England, United Kingdom 1 week ago

Epsom, England, United Kingdom 2 weeks ago

Epsom, England, United Kingdom 3 weeks ago

Crawley, England, United Kingdom 1 month ago

Guildford, England, United Kingdom 3 hours ago

Uxbridge, England, United Kingdom 1 month ago

Farnborough, England, United Kingdom 1 month ago

Reading, England, United Kingdom 2 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.