Onsite IT Service Desk Analyst – Customer Focus

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

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