IT Service Desk Analyst

Bradford Teaching Hospitals NHS Foundation Trust; Bradford; On-site; GBP 28,000 - 31,000; Full time

Job summary

Bradford Teaching Hospitals NHS Foundation Trust is seeking an IT Service Desk Analyst (Band 4) to provide frontline support for 6,000+ staff across the Trust. The role is based at Bradford Royal Infirmary and requires strong customer service, ITIL awareness and incident management skills to keep digital services running smoothly.

You'll work in a busy IT Service Desk environment, logging requests, resolving incidents, and maintaining high standards of professional communication with users and

Qualifications

• Experience of working in an IT Service Desk environment.
• Experience of handling/resolving IT queries within SLA timeframes, escalating as necessary.
• Familiarity with IT support tools and incident management processes.

Responsibilities

• Be the first point of contact within Digital, Data & Technology (DDaT) for queries, incidents and requests; log using SupportWorks.
• Create, amend and administer user accounts; perform network administration.
• Monitor calls against SLAs and chase progress with technicians as appropriate.
• Close calls once full resolution is achieved and obtain user feedback.
• Identify trends in incidents for problems management and escalation.
• Answer calls professionally and respond to email requests; log all calls accurately.

Skills

IT Service Desk experience

Customer service

Communication skills

Problem solving

Education

GCSE Maths & English

Higher National Diploma or equivalent

ITIL Foundation

Customer service training

Tools

SupportWorks

Job description

Employer Bradford Teaching Hospitals NHS Foundation Trust Employer type NHS Site Bradford Royal Infirmary Town Bradford Salary £28,392 - £31,157 per annum (pro rata) Salary period Yearly Closing 10/09/2026 23:59

IT Service Desk Analyst

Band 4

Job overview

Shortlisting to take place: 11.09.2026

Interviews to commence: 21.09.2026

Due to current Home Office Guidelines, Bradford Teaching Hospitals NHS Foundation Trust is unable to provide sponsorship for this role.

Be the friendly, knowledgeable voice that helps keep digital services running across Bradford Teaching Hospitals NHS Foundation Trust.

We are looking for an enthusiastic, customer-focused Service Desk Analyst to join our busy IT Service Desk team. This is an exciting opportunity to play a vital frontline role supporting colleagues across the Trust, helping them resolve IT issues quickly, confidently and professionally so they can continue delivering safe, high-quality care for our patients.

Please note this is a fully onsite post located at Bradford Royal Infirmary, BD9 6RJ.

Main duties of the job

As an IT Service Desk Analyst, you will be responsible for providing technical support and assistance to our internal users, ensuring smooth operation of our IT systems and delivering excellent customer service.

The successful applicants will join a busy Service Desk and will play a key part in supporting the trusts 6,000+ staff and various key services.

• Be the first point of contact within Digital, Data & Technology (DDaT) for all queries, incidents, problems and requests. Accurately log Informatics-related calls for incidents, problems and requests received by telephone, electronically or in person using the SupportWorks incident workflow system.
• To use the appropriate network administration tools to create, amend, administer user accounts and perform network administration.
• Monitor open calls against agreed SLAs (Service Level Agreements) and chase progress with assigned technicians as appropriate.
• Agree with the user when a full resolution has been implemented that the call can be closed and to close the call and obtain feedback from users to support the department’s culture of continuous improvement.
• Identify trends in incidents to the Supervisor in order that effective problems management can be implemented and escalated as appropriate.
• To answer the telephone professionally, respond promptly to requests by email and record all calls accurately on the SupportWorks incident workflow system.

Working for our organisation

Our People Charter outlines the behaviours we can expect from one another and what you can expect from Bradford Teaching Hospitals Foundation Trust:

• We are one team

We’re keen to meet people who share these values and are passionate about delivering the highest quality of care to our patients.

Detailed job description and main responsibilities

Please see detailed Person Specification and Job Description attached to this advert for more information.

Person specification

Values

• We are one team

Experience

• Experience of working in an IT Service Desk environment.
• Experience of handling / resolving IT related queries within agreed SLA timeframes, escalating as necessary.

Skills

• Ability to follow scripted solutions to resolve incidents at the point of contact
• Ability to plan, organise and prioritise a broad range of complex activities to meet tight SLA and KPI deadlines.
• Specialist knowledge of Desktop hardware, software, printers and associated peripherals support within a server and client domain / workgroup environment
• Ability to take ownership and be able to communicate escalations to a range of stakeholders.
• Excellent written and verbal communication skills
• Ability to analyse situations / information to identify and resolve a range of problems

Knowledge

• Understanding of Information Governance and Confidentiality, Attentive to details and able to accurately record data
• Knowledge of a range of relevant hardware and software
• Knowledge of ITIL Service Management
• Knowledge of remote user technologies

Qualifications

• GCSE Math’s and English (A-C) or equivalent.
• Customer service trained or equivalent experience
• Higher National Certificate / Diploma or equivalent or relevant experience
• ITIL Foundation