Digital Service Desk Analyst - 1st Line IT Support

Royal Surrey NHS Foundation Trust; Guildford; On-site; GBP 23,000 - 30,000; Full time

Job summary

The Royal Surrey NHS Foundation Trust in Guildford is seeking an enthusiastic IT Service Desk Analyst to join our Digital Service Desk. The role focuses on providing frontline IT support to our busy hospital users across Guildford and surrounding areas.

You will log, triage and progress incidents to resolution, troubleshoot authentication, hardware and software issues, and escalate to specialist teams when needed, ensuring customer needs are met at every stage.

Qualifications

• Experience in 1st line IT support and handling user issues.
• Strong written and verbal communication for end-user support.
• Familiarity with ticketing and incident management processes.

Responsibilities

• Provide high quality 1st line IT support to NHS users via phone, email, remote or face-to-face.
• Troubleshoot authentication, hardware and software issues across clinical and business apps/devices.
• Resolve ~80% of incidents at 1st line; escalate others promptly.
• Gather accurate incident details and log them in the Service Management tool.
• Create and maintain user accounts and contribute to knowledge articles.

Skills

1st line support

Customer service

Troubleshooting

Communication

Tools

Active Directory

Job description

The Royal Surrey NHS Foundation Trust in Guildford is seeking an enthusiastic IT Service Desk Analyst to join our Digital Service Desk. The role focuses on providing frontline IT support to our busy hospital users across Guildford and surrounding areas.

You will log, triage and progress incidents to resolution, troubleshoot authentication, hardware and software issues, and escalate to specialist teams when needed, ensuring customer needs are met at every stage.