Impactful First-Line IT Service Desk Analyst

Sussex Community NHS Foundation Trust; Brighton; On-site; GBP 26,000 - 34,000; Full time

Job summary

Sussex Community NHS Foundation Trust in the Brighton area is seeking an IT Service Desk professional to deliver responsive first-line IT support to staff across the Trust. You will join the IT Service Delivery team, handling end-user devices and software with clear, patient-focused communication.

Responsibilities include logging incidents, applying SLAs, escalating to higher teams when needed, and contributing to up-to-date IT documentation. Prior NHS exposure is desirable.

Qualifications

• Experience providing first-line IT support within a large organisation.
• Ability to explain technical information clearly to non-technical users.
• Familiarity with incident logging and SLAs.

Responsibilities

• Provide first-line IT technical support to our user base, including all SCFT staff and external stakeholders.
• Deliver a responsive, customer-focused Service Desk and first-line support service for all end-user devices, including PCs, laptops, tablets, mobile phones and other IT equipment, as well as associated software. Communicate technical information in a clear and accessible manner.
• Ensure all support calls and requests are managed appropriately and in accordance with defined policies, procedures and agreed service level agreements (SLAs).
• Undertake first-line fault diagnosis and resolution where possible.
• Escalate incidents and service requests to second- and third-line support teams where a first-line resolution is not available or where on-site intervention is required, ensuring a consistently high standard of call quality and documentation.
• Promptly escalation urgent incidents and those with a high clinical impact to the Service Desk Team Lead and IT Service Delivery Manager.
• Provide support and advice to IT and Informatics colleagues, Trust managers and end users on the effective use and management of IT hardware and software.
• Assist in the creation, maintenance and continuous improvement of departmental IT documentation, ensuring business-as-usual (BAU) support teams have access to up-to-date information.

Skills

First-line IT support

Customer-focused service

Incident logging & management

Clear technical communication

On-site issue escalation

Job description

Sussex Community NHS Foundation Trust in the Brighton area is seeking an IT Service Desk professional to deliver responsive first-line IT support to staff across the Trust. You will join the IT Service Delivery team, handling end-user devices and software with clear, patient-focused communication.

Responsibilities include logging incidents, applying SLAs, escalating to higher teams when needed, and contributing to up-to-date IT documentation. Prior NHS exposure is desirable.