ICT Service Desk Analyst - Remote IT Support & First-Line

Leeds and York Partnership NHS Foundation Trust; Leeds; On-site; GBP 28,000 - 31,000; Full time

Benefits offered by this job

NHS Pension Scheme

Flexible working

Remote working arrangements

Career development support

Job summary

The ICT Service Desk at Leeds and York Partnership NHS Foundation Trust supports ~4000 staff across Leeds and York boundaries, handling incidents, service requests, and IT training. You will work within ITIL-guided processes to ensure high-quality, timely IT support using a computerised call system.

We value lived experience and commitment to inclusive recruitment, offering NHS benefits, flexible working, and development opportunities within a supportive team environment.

Qualifications

• ITIL or equivalent computing qualification or relevant customer service-related experience in a technical environment.
• Able to prioritise workload.
• Understanding of ITIL principles; incident, problem, and request management processes.
• Experience providing 1st and 2nd line IT support to end users.
• Experience using ticketing systems such as ServiceNow, Halo, Zendesk.

Responsibilities

• Provide technical support to users, troubleshoot IT issues, manage service requests, and ensure timely resolution.

Skills

Prioritise workload

ITIL knowledge

Tools

ServiceNow

Halo

Zendesk

Job description

The ICT Service Desk at Leeds and York Partnership NHS Foundation Trust supports ~4000 staff across Leeds and York boundaries, handling incidents, service requests, and IT training. You will work within ITIL-guided processes to ensure high-quality, timely IT support using a computerised call system.

We value lived experience and commitment to inclusive recruitment, offering NHS benefits, flexible working, and development opportunities within a supportive team environment.