Digital Service Desk Analyst

GO Airport Shuttle & Executive Car; Norwich; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading transport service provider in Norwich is seeking a Digital Service Desk Analyst to provide first-line IT support to staff. This role encompasses responding to IT-related inquiries, escalating complex issues, and ensuring exceptional customer service. The ideal candidate should have strong technical and communication skills, with familiarity in IT Service Management systems. The position supports diverse staff across multiple locations, emphasizing the importance of teamwork and patient-focused service.

Qualifications

• Experience in first-line IT support in a healthcare setting.
• Ability to effectively communicate with diverse user groups.
• Knowledge of NHS systems and processes is advantageous.

Responsibilities

• Act as the first point of contact for IT support queries.
• Log, categorise, and progress incidents and requests.
• Resolve common technical issues and escalate complex problems.
• Provide basic support across various IT areas including NHS Mail.

Skills

Technical support skills

Customer service skills

Communication skills

Tools

IT Service Management system

Job description

The Digital Service Desk Analyst is the first point of contact for all IT‑related support issues, providing effective first‑line technical support to Trust staff across all sites. The role involves responding to service requests and incidents via the Digital Operations call management system, delivering a high standard of customer service in line with Trust SLAs.

Responsibilities

• Act as the first point of contact for IT support queries via phone, email, self‑service, and walk‑in channels
• Accurately log, categorise, and progress incidents and requests in the IT Service Management system
• Takes ownership of tickets in personal queue, ensuring timely updates and resolution in line with SLAs
• Resolve common first‑line technical issues and elevate complex problems to senior teams where necessary
• Provide basic support across Service Desk specialisms, including NHS Mail and RA, clinical systems, end‑user computing, and onboarding/off‑boarding processes
• Perform RA Agent duties, including smartcard unlocking, passcode resets, and account lifecycle support, under RA Manager direction
• Update asset and configuration records remotely to support SACM accuracy and lifecycle tracking
• Recognise and escalat[e] potential Major Incidents (MI)/Digital Business Continuity Incidents (DBCIs) in line with Trust protocols
• Contribute to the creation and maintenance of knowledge base articles for first‑line tasks and known issues
• Deliver a customer‑focused service by providing clear, empathetic, and professional communication at all times
• Support team collaboration through structured handovers, participation in service discussions, and continuous improvement activities

About the role

Adhere to Trust policies on information governance, data protection, and acceptable system use.

You’ll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone’s throw away and the invigorating North Sea coast to the east.

The East of England offers a unique blend of innovation and opportunity, surrounded by picturesque countryside, historic towns, and quick access to both the bustling capital and serene coastlines.

At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non‑emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.

We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.

We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under‑represented groups, such as Black, Asian, or other ethnic groups, individuals with a disability, or LGBTQ+ individuals who meet the specific criteria.

We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.

For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in‑depth overview that will give you a clear and detailed picture of what the position entails.

Please note, should you be successful in your application, you will be required to undergo pre‑employment checks, prior to receiving an unconditional offer; if full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn.

How to apply

1. Read the advert and the Job Description and Person Specification (attached)
2. Complete the Supporting Statement – your statement needs to indicate how you meet each of the criteria contained within the Person Specification.
3. Complete the online application and upload your statement. Please note, CVs are not accepted.