ICT Service Desk Analyst — First-Line IT Support

NSFT; Norwich; On-site; GBP 28,000 - 31,000; Full time

Benefits offered by this job

In-house training

Career progression

Annual leave 27 days increasing to 33

NHS discounts

Job summary

Norfolk and Suffolk NHS Foundation Trust is seeking a Service Desk Analyst to be the first point of contact for Digital Service customers, providing first-level ICT support and handling calls and live chats. The role supports service requests, knowledge management, and asset/configuration management within the Service Desk team.

The position comes with a fixed-term 6-month contract, salary £28,392–£31,157 (pro rata), and requires training including physical intervention.

Qualifications

• Comptia ITF+ and Comptia A+ or equivalent qualifications.
• Professional experience resolving computer or device issues.
• Professional experience providing ICT hardware support.
• Advanced knowledge of Microsoft Windows.
• Knowledge of the NHS and its operational structures.

Responsibilities

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

Skills

Comptia IT Fundamentals (ITF+)

Comptia A+

ICT Troubleshooting Skills

Customer Service Skills

Job description

Norfolk and Suffolk NHS Foundation Trust is seeking a Service Desk Analyst to be the first point of contact for Digital Service customers, providing first-level ICT support and handling calls and live chats. The role supports service requests, knowledge management, and asset/configuration management within the Service Desk team.

The position comes with a fixed-term 6-month contract, salary £28,392–£31,157 (pro rata), and requires training including physical intervention.