Digital Service Desk Analyst

Royal Surrey NHS Foundation Trust; Guildford; On-site; GBP 30,000 - 33,000; Full time

Job summary

Royal Surrey NHS Foundation Trust in Guildford is seeking a Digital Service Desk Analyst (AFC Band 4) to provide first-line IT support across the Trust's sites.

You will record and triage incidents, work with NHS systems, and join a team dedicated to reliable digital services for patients and staff.

Qualifications

• Degree level education or equivalent specialist knowledge.
• Qualification in Customer Service/telephone training.
• Qualification in IT support, e.g. CompTIA A+, CompTIA N+ Certification.
• ITIL Foundation Certificate in IT Service Management.

Responsibilities

• Record details of reported IT service issues and service requests and work to restore service quickly or escalate as needed.
• Provide first-line technical support and maintain customer service standards.
• Record and prioritise calls and progress them to resolution within agreed SLAs.
• Ensure effective communication with users and other IT teams.

Skills

Experience in IT Service Desk

SLA awareness

Service Management software

Troubleshooting hardware/software

PC architecture knowledge

Networking/VoIP basics

Active Directory proficiency

Microsoft & Apple troubleshooting

Remote access tools (SCCM, Citrix)

Flexible hours coverage

Healthcare experience

Education

Degree level education or equivalent

Customer Service/telephone training

IT support certifications (e.g., CompTIA A+, CompTIA N+)

ITIL Foundation Certificate

Tools

SCCM

Citrix

Active Directory

Job description

Employer Royal Surrey NHS Foundation Trust Employer type NHS Site Royal Surrey NHS Foundation Trust Town Guildford Salary £29,812 - £32,715 per annum including High Cost Area Supplement Salary period Yearly Closing 08/11/2026 23:59

Digital Service Desk Analyst

AFC Band 4

Job overview

Are you an enthusiastic IT Service Desk Analyst ready to take your next step with the NHS? If you enjoy untangling complex IT challenges, this could be your chance to make a difference. We’re looking for IT Service Desk Analysts to join our committed team and support the busy hospital
services in Guildford and surrounding areas.

As a Digital Service Desk Analyst, you’ll be the first point of contact for Trust users seeking help from the IT Department, providing first-line technical support. You’ll record and prioritise calls, then progress them through to resolution, keeping customer expectations at the heart of your work.

Could this be the opportunity you’ve been looking for?

Experience with NHS environments and systems would be valuable, but the successful candidate will receive thorough on-the-job training. Based in Guildford, Surrey, this flexible role follows a shift pattern, with core hours between 8.00am and 5.00pm, Monday to Friday, and up to 37.5 working hours per week.

Main duties of the job

To provide a high quality, comprehensive IT helpdesk service to the users of the IT network at all Trust sites

Working for our organisation

Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5,000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing programme alongside a strong commitment to developing your career. Our diverse and welcoming Royal Surrey family ensures you feel valued from your initial interview and throughout your time with us.

We are clinically led and provide joined-up care by bridging hospital and community services, alongside delivering regional specialist cancer care. Our main acute hospital site is in Guildford, with community sites at Milford, Haslemere and Cranleigh, and services delivered in patients’ homes across Guildford and Waverley.

We work in partnership with Ashford & St Peter’s Hospitals NHS Foundation Trust through a collaborative Group Model, supporting joined-up services, workforce flexibility and development opportunities.

The Care Quality Commission (CQC) has rated us as Outstanding. We are proud of our achievements and continue to invest in our people and infrastructure.

To learn more about life at Royal Surrey, please watch our short video: https://www.youtube.com/watch?v=R96pMboIYdo

Detailed job description and main responsibilities

The Digital Service Desk Analyst is the first point of contact between end users and the IT organisation. The analyst is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible or alerting / escalating them to the appropriate specialist support groups. The position requires technical
troubleshooting abilities and excellent customer service skills

Person specification

Qualifications

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

• 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 procedures
• Use of Service Management and Helpdesk software
• Proven computer software and hardware troubleshooting knowledge and experience in a professional environment
• Excellent knowledge of PC architecture and peripherals
• Basic networking and telephony knowledge e.g VOIP
• Proficient in the use of Active Directory
• Knowledge and experience of troubleshooting Microsoft & Apple
• Knowledge of remote access, configuration and deployment tools e.g. SCCM, Citrix
• Ability to flexibly cover the assigned hours of support
• Experience of working in Healthcare