ICT Service Desk Analyst

Transformation Unit; Norwich; Hybrid; GBP 28,000 - 31,000; Full time

Benefits offered by this job

In-house training

Career progression

Annual leave 27-33 days

NHS discounts

Job summary

Norfolk and Suffolk NHS Foundation Trust is seeking a Service Desk Analyst (Band 4) to be the first point of contact for Digital Service users. You will handle telephone calls and live chats, manage service requests, and contribute to knowledge and configuration management.

The role requires CompTIA ITF+ and A+ qualifications, with experience in Windows environments and ICT hardware support. Normal duties include supporting NHS digital services, with a 37.5-hour week and flexibility for on-site

Qualifications

• Proven ability to resolve computer or device issues.
• Experience providing ICT hardware support.
• Strong knowledge of Microsoft Windows.

Responsibilities

• Telephone calls and live chat handling as first point of contact.
• Service request management and workflow intake.
• Knowledge management and documentation.
• Service asset and configuration management.
• Contribute to continual service improvement plans.

Skills

Customer Service Skills

ICT Troubleshooting

Education

CompTIA IT Fundamentals (ITF+)

CompTIA A+

Job description

Main area ICT Service Desk Grade Band 4 Contract 6 months (Fixed term 6 months - will end 21st May 2027) Hours

• Full time
• Part time
• Job share
• Flexible working
• Compressed hours

37.5 hours per week (Will be expected to be able to work from Hellesdon Hospital a minimum of 2 days a week) Job ref 246-COR7944332

Employer Norfolk and Suffolk NHS Foundation Trust Employer type NHS Site Hellesdon Hospital Town Norwich Salary £28,392 - £31,157 Gross per annum (pro rata) Salary period Yearly Closing 11/10/2026 23:59

ICT Service Desk Analyst

Band 4

Norfolk and Suffolk NHS Foundation Trust provides child and adult mental health services, learning disability, wellbeing, older people's and eating disorder services across Norfolk and Suffolk.

We are committed to equality, diversity and inclusion and want to reflect the diversity of our local communities within our teams. We welcome applications from all talented individuals with the relevant qualifications, skills, knowledge and experience.

Please note due to the nature of our roles and patient demographic, you will be required to undertake physical intervention training and remain trained, as required by your role.

Job overview

Service Desk Analyst

The Service Desk is the single point of contact for all Digital related incidents and service requests. The goal of the Service Desk is to facilitate the restoration of normal operational service with minimal business impact on the Trust within agreed service levels and clinical / business priorities. The Service Desk also provides a mechanism for users to request and receive pre-defined; pre-authorised standard services, for example, new starters, new hardware requests, and / or new software requests. Other teams in the Digital Services Department, such as Field Support, Systems Support, Information Governance and Infrastructure, support the Service Desk.

The Service Desk Team consists of:

• Service Desk Analysts
• The Service Desk Supervisor
• The Service Desk Manager

Main duties of the job

The Service Desk Analyst will be part of the Service Desk Team working as the first point of contact for Digital Service's customers and providing first level Digital Support. The role will include:

• Telephone Call and Live Chat Handling
• Service Request Management
• Knowledge Management
• Service Asset and Configuration Management
• Contribution to the Continual Service Improvement Plan

Working for our organisation

Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.

Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established nursing networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.

Why Norfolk and Suffolk? The people here are warm and welcoming, you’ll never be far from the beautiful coastline or Broads National Park. We’re an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.

Detailed job description and main responsibilities

Please find attached our Job Description and Person Specification for more detail on your Key Accountabilities, then if you feel you have what it takes to make a difference in your local communities,

Some of the benefits you can expect:

• a comprehensive in house & external training programmes
• career progression
• starting annual leave of 27 days per annum increasing to 33 days pa based on length of service (plus paid bank holidays)
• NHS discounts and many more

Please visit our Facebook and Twitter page @NSFTjobs

Person specification

Qualifications

• Comptia IT Fundamentals (ITF+) or other equivalent technical qualification
• Comptia A+, or other equivalent technical qualification

Experience

• Professional experience resolving Computer or Device issues
• Professional experience providing ICT Hardware support

Skills

• Customer Service Skills
• ICT Troubleshooting Skills

Knowledge

• Advanced knowledge of Microsoft Windows
• The NHS and its operational structures

Please be aware that, due to the high number of applications for certain roles, this vacancy may close earlier than the advertised closing date. We encourage you to submit your application as soon as possible.

YOUR APPLICATION

We can provide all our job application materials in alternative formats so that these are accessible to everyone. Should you require any documents within this job pack in an alternative format, please do not hesitate to contact us at [e-mail].

PLEASE NOTE: If you use a hotmail, msn or yahoo e-mail account, you will need to check your "junk" mail regularly as these email providers will divert any communication from this Trust/NHS JOBS straight into your " junk" inbox.

EQUAL OPPORTUNITIES Apart from its legal duties in relation to equality and diversity, the Trust recognises and actively promotes the benefits of a diverse workforce and is committed to treating all employees with dignity and respect regardless of race, gender, disability, age, sexual orientation, religion or belief.

As a part of the Disability Confident Employer Guaranteed Interview Scheme we interview all disabled applicants who meet the essential criteria for the job vacancy (outlined in the Person Specification).. We encourage you to indicate your eligibility through TRAC jobs when applying.

Disclosure and Barring Service Check

This post may be 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.

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