IT Service Desk Analyst | Norfolk Community Health and Care NHS Trust

Norfolk Community Health and Care NHS Trust; Norwich; On-site; GBP 24,000 - 30,000; Full time

Job summary

A regional healthcare organization in Norwich is seeking an IT Service Desk professional to support clinical and corporate staff by resolving IT issues and providing excellent customer service. You will help over 3000 users, handling a variety of IT incidents and technical requests, while contributing to service improvement initiatives. The role requires strong technical knowledge of Windows and Office applications, along with a commitment to customer care.

Qualifications

• Experience in providing technical support for IT-related queries.
• Ability to resolve incidents and provide excellent customer service.
• Familiarity with Windows and Office applications.

Responsibilities

• Act as the single point of contact for IT incidents and service requests.
• Provide technical advice and first-line support for customers.
• Monitor and track incidents in the Digital Services call management system.

Skills

First line technical support

Customer care

Technical incident resolution

Windows 10/11 support

Office 365 support

Job description

Overview

The Digital Services department has a culture of service improvement where an agile and responsive Digital Service function holds a mature dialogue as a partner with internal and external stakeholders. The department enables an organisation where staff have the right information tools to do their roles, and where staff are empowered as information citizens in a connected community.

The Digital Services function supports all internal, clinical and corporate needs as well as a number of external service customers within Norfolk which is led by a Head of Digital Services with four teams (Customer Services, Infrastructure Services, SystmOne IT and Security & Change).

Customer Services comprises a Service Desk team which provide first line technical support, acting as a single point of query into the organisation and a Desktop team which covers a geographical spread of 3,300 miles. The SystmOne IT team, the Infrastructure team and Security and Change team provide second and third line expertise in functional areas.

This role is working within the Service Desk, acting as the initial point of contact for all IT related queries, providing first time fixes to incidents and delivering excellent customer care. You will be supporting clinical and corporate staff both face to face and over the telephone. Supporting Windows 10/11, Office 365 and a number of internal applications.

To maintain and increase customer productivity by providing first line customer focused information and advice, solving technical incidents and problems.

This advert closes on Monday 22 Sep 2025

Responsibilities

• Providing a single point of contact for IT related incidents, requests for service and queries which range in complexity for both clinical and corporate customers.
• Work as a part of the Service Desk function by acting as an effective interface between the business and support teams.
• Supporting over 3000 customers, 3000 technical hardware and providing a first time fix for approximately 4500 calls a month.
• Detecting, recording, classifying, prioritising all IT incidents and tasks.
• Recording all IT Incidents and Requests for Service, ensuring all relevant details are captured in line with Service Desk standards.
• Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement.
• Responsible for maintaining data quality/ integrity of the Digital Services call management system.
• Investigate and diagnose incidents by providing first line telephony support, gathering and analysing information to identify and resolve a range of technical incidents with the objective of restoring normal service as quickly as possible.
• Resolve or provide identified work around solutions to customer queries/incidents or assign to the correct specialised team within Digital Services.
• Provide technical advice and training for “how to” queries from customers.
• Monitoring and tracking incidents, escalating where necessary hierarchically or functionally.
• Support the planning of requests for service tasks outside peak demand times while ensuring the request is completed within the Digital Services service level agreement.
• Liaising with third party suppliers to resolve faults or provide identified workaround solutions on tailored or National systems.
• Installing and configuring desktop software.
• Administering IT accounts and system privileges in accordance with the security policy.
• Contribute to creating Service Desk process maps/procedures and assist in keeping documentation up to date.
• Responsible for the safe use of IT equipment, software installs, configuration and maintenance.
• Other Service Desk activities, as directed, to continuously improve service and strive for best practice.
• Provide a professional and customer-focused service through the life cycle of each call, manage customer expectations by keeping customers informed of progress and explain technical resolutions/workarounds in a language that suits the customers’ technical understanding.
• Provide peer training within the Service Desk team to ensure a multi-skilled team and effective knowledge transfer.
• Presenting a positive image of Digital Services at all times and comply with all Corporate Policy.