IT Service Desk Analyst

Tees, Esk and Wear Valleys NHS Foundation Trust; Tees Valley; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Tees Esk and Wear Valleys NHS Foundation Trust is seeking an IT Service Desk Analyst to provide first line IT support across the Trust’s computing estate, including PCs, laptops and mobile devices.

The role offers a hybrid working pattern with some office presence; strong communication and customer service skills are essential as you assist colleagues and ensure swift, accurate call logging and incident resolution.

Qualifications

• Educated to HND / HNC standard in an IT related subject or with equivalent experiential learning
• ECDL or equivalent experiential learning
• Key skills in literacy and numeracy Level 2 or O Level / GCSE in Maths and English grade C or above
• Degree in an IT or Customer Service related subject
• Helpdesk institute qualification/membership or equivalent
• Computer hardware maintenance qualification - ComptiaA+ or equivalent

Responsibilities

• Provide first line of contact for customer queries to the service desk and ensure accurate logging and assignment
• Use interpersonal and communication skills to resolve calls across the Trust
• Assist and deputise for the Service Desk Team Lead and Service Desk & Asset Manager
• Promote a positive image of people with mental health conditions and learning disabilities
• Promote a positive image of the Information Services department and the wider Trust

Skills

Customer service

Communication skills

Teamwork

Problem solving

Education

Higher National Diploma / Certificate in an IT subject

ECDL or equivalent

GCSE Maths and English grade C or above

Degree in IT or Customer Service related subject

CompTIA A+ or equivalent

Job description

Go back Tees Esk and Wear Valleys NHS Foundation Trust

IT Service Desk Analyst

The closing date is 17 November 2026

We are looking to recruit an enthusiastic IT professional to join our IT Service Desk.

The role provides first line IT support to the trust of all aspects of computing, including PC's, Laptops, Mobile phones etc.

Excellent communication skills and a customer focus are also key attributes that the successful candidate must be able to demonstrate due to the constant interaction and support required in supporting colleagues through this process.

This is an exciting opportunity to work in a challenging but rewarding environment, helping the Trust to deliver the best possible care.

We offer a hybrid working approach but you will be expected to work from the office certain days of the week.

You must have the Right to Work in the UK in order to be successfully appointed to this role. Please note, this role does not meet the required eligibility criteria for sponsorship under the Skilled Worker visa and therefore the Trust is unable to offer sponsorship for this particular role.

Main duties of the job

• To provide a first line of contact for dealing with customer queries received by the service desk. To ensure accurate and timely recording of the Trust's logging system and to assign the call to the appropriate specialist or group.
• To use excellent interpersonal and communication skills to manage call resolution to the wide variety of personnel throughout the Trust.
• To assist and deputise, where appropriate, for the Service Desk Team Lead and Service Desk & Asset Manager across a range of information service issues.
• To promote at all times a positive image of people with mental health conditions and learning disabilities.
• To promote at all times a positive image of the Information Services department and the wider Trust

About us

We are the Mental Health & Learning Disability NHS Trust for County Durham and Darlington, Teesside, North Yorkshire, York and Selby.

From education and prevention, to crisis and specialist care --our talented and compassionate teams work in partnership with our patients, communities and partners to help the people of our region feel safe, understood, believed in and cared for.

We nurture the recovery journey of anyone in need of our help. In Our Trust, everyone has a say in how they are supported and treated because we listen to every person in our care until they feel understood. Our patients, their families and carers work together with us towards better mental health.

We're committed to new thinking that improves the wellbeing of our region. We connect with our communities and partners to get mental health care right, in areas that really need it.

We won't rest until everyone in our region has the mental health care they need, to lead their best possible life.

Job responsibilities

As one of the Service Desk Analysts for the Trust, you are dealing with our colleagues from all aspects of the Trust. The analysts work with different teams and the ability to work well with others is key to our role. We have to be polite and professional at all times when working onsite.

Person Specification

Qualifications

• Educated to HND / HNC standard in an IT related subject or with equivalent experiential learning
• ECDL or equivalent experiential learning
• Key skills in literacy and numeracy Level 2 or O Level / GCSE in Maths and English grade C or above
• Degree in an IT or Customer Service related subject
• Helpdesk institute qualification/membership or equivalent
• Computer hardware maintenance qualification - ComptiaA+ or equivalent

Knowledge

• Knowledge of one or more computer system(s), hardware or software and procedures to develop reports, documents and spreadsheets
• Good knowledge of standard PC applications(e.g. Windows, PowerPoint, Word, Excel)
• Range of knowledge across a broad range of IM&T areas
• Knowledge of customer care techniques

Experience

• Working in a service environment,communication with a wide range of customers.
• Experience in supporting and working with information systems.
• Experience of working in a customer led service.
• Computerised customer telephone support system.
• Experience of first point of contact customer service / support desk

Disclosure and Barring Service Check

This post is 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.

Tees Esk and Wear Valleys NHS Foundation Trust