Senior Service Desk Analyst

Transformation Unit; Greater London; Hybrid; GBP 38,000 - 47,000; Full time

Benefits offered by this job

NHS Pension Scheme

Flexible working

Free counselling service

Learning and development

Blue Light Card discounts

Pilates classes

Job summary

Moorfields Eye Hospital NHS Foundation Trust is seeking a Senior Service Desk Analyst (Band 5) to join the IT Operations team in London. The role covers 37.5 hours per week on a rota basis, with a schedule that includes 08:00–18:00 coverage and on-site work at City Road/Camden sites.

You will lead service desk activities, support operators, and drive improvements in user experience across NHS IT services. The post includes a comprehensive benefits package and an opportunity to contribute to

Qualifications

• Degree, or equivalent level of experience.
• Experience in user/customer-centric teams and delivering continuous service improvement initiatives.
• Experience in a Service Management Framework (ITIL) with practices (incident, problem, change, service request).
• Experience solving complex problems for users through technology.
• Experience managing IT assets (hardware, software).
• Experience supporting transition of products from Delivery to Live Service.
• Ability to mentor colleagues and supervise others.
• Understanding of managing budgets for a team (pay, on-call, consumables).
• Experience in healthcare (NHS) environments.

Responsibilities

• Own and update the script for service desk analysts.
• Coach and develop service desk analysts and manage availability.
• Maintain a high level of customer service and ensure user needs across sites are met.
• Contribute to service improvements and keep reporting up to date.
• Participate in on-call service and support major projects.

Skills

Customer service

User-focused support

Service improvement

Coaching

Education

Degree, or equivalent level of experience

Tools

ITIL framework

Job description

Main area Information Technology Grade NHS AfC: Band 5 Contract 1 x Permanent Hours

• Full time
• Flexible working

37.5 hours per week (Rota basis to cover 08:00 -18:00 service) Job ref 273-DC-8292019

Employer Moorfields Eye Hospital NHS Foundation Trust Employer type NHS Site City Road, Kemp House Town London Salary £38,488 - £46,852 per annum pro rata including HCAS - plus on call allowance Salary period Yearly Closing 29/10/2026 23:59

Senior Service Desk Analyst

NHS AfC: Band 5

YOU MAKE US MORE

Join Moorfields Eye Hospital NHS Foundation Trust

At Moorfields, people's sight matters—and so do the people who make it possible.

For over 200 years, Moorfields has been at the forefront of ophthalmic care, research, and education. With more than 2,300 dedicated team members and over 700,000 patients seen annually across our City Road site and 22 networked sites, we are proud to be a global centre of excellence.

We're also a vibrant community where kindness, equity and excellence shape every aspect of our work. Whether it’s pioneering research through our partnership with UCL Institute of Ophthalmology and Moorfields Biomedical Research Centre or training the next generation of global eye care leaders, we’re united by one mission—delivering world-class eye health, sustainably and at scale.

From 2027, we'll move to our brand-new site in St Pancras, Camden—a state-of-the-art centre that will unite eye care, research, and education under one roof - Moorfields and UCL Centre for Eye Health. This groundbreaking facility, developed in partnership with UCL Institute of Ophthalmology and Moorfields Eye Charity, will enable transformative innovation and collaboration like never before.

Could you be part of this future? Make us more.

Job overview

We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around – empowering patients and service users; improving the experience navigating the healthcare system and joining up systems and data across to better meet the needs of citizens.

This role is part of the IT Operations, who are responsible for:

• Maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users
• As IT subject matter experts, contributing to the design and development of new products and services
• Improving user experience in our systems and processes
• Proactively maintaining our IT service portfolio and reducing technical debt

There are a number of different teams within IT Operations, aligned to specific user needs / services. Each IT service team will have a number of different services that form the service offering to end users.

Main duties of the job

A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls.

At this role level, you will:

• Own and update the script for service desk analysts
• Coach and develop one or more service desk analysts, and manage availability
• You will put people at the heart of everything you do – with a relentless focus on user experience and ensuring all our user needs are met across sites at Moorfields Eye Hospital NHS Foundation Trust.
• With the ever-increasing need and interest in the use of digital technology in healthcare, you will be part of a team of Digital, Data and Technology experts that delivers service improvements and keeps at the forefront of new technology.

The service currently operates Monday to Friday between 8.00am - 6.00pm daily and you will be part of the rota system and the posts are based on site.

Working for our organisation

At Moorfield's we provide more than just an excellent career and great colleagues to work with. We also offer:

• Salary including High-Cost Area Supplement
• Opportunity to join the NHS Pension Scheme
• Free 24/7 independent counselling service
• Learning and development opportunities
• Easy and quick transport links
• A range of attractive benefits and discounts
• Access to Blue Light Card and other NHS Discount Schemes
• Free Pilates classes
• Full support and training to develop your skills
• Flexible working friendly organisation

And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.

Detailed job description and main responsibilities

Skills needed for this role

• Maintain a high level of customer service and have the confidence to deal with complex complaints, or difficult cases – covering case management, incident management, IT asset management, and service request fulfilment
• Use empathy to satisfy customer demands
• Use customer-focused metrics to achieve a satisfying outcome
• Personal duty of care in relation to IT equipment, resources and authoriser for small payments

Ownership and initiative

• Own an issue until a new owner has been found or the problem has been mitigated or resolved
• Investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational)
• Contribute to the implementation of remedies and preventative measures

Service focus

• Take inputs and establish coherent frameworks that work

Service reporting

• Ensure the service management platform is up-to-date at all times with Customer Service activities
• Produce relevant reports in a standard format and agreed timeframe
• Work with important stakeholders to discuss any changes in the reporting processes
• Add a commentary that provides an interpretation of the data set
• Show an awareness of the relevant subject matter and a high-level understanding of what it involves
• Demonstrates own activities to new, or less experienced employees, day-to-day supervision, coaching and mentoring of other team members
• Identify and engage with users or stakeholders to collate user needs evidence
• Understand and define research that fits user needs
• Use quantitative and qualitative data about users to turn user focus into outcomes

Asset and configuration management

• Track, log and correct information to protect assets and components
• Implement policies and proposes process optimisation, and contributes to the implementation of proposed solutions

Other Duties

• Participate in the on-call service
• Deputise for the Service Desk Manager
• Occasional work may be required outside of core business hours to support major projects / programmes

Person specification

Education / Qualifications

• Degree, or equivalent level of experience
• Relevant management / leadership qualification or equivalent experience

Experience

• Experience of being part of user/customer-centric teams and delivering on continuous service improvement initiatives
• Experience of working within a Service Management Framework (ITIL, etc) and expert working knowledge of key practices (incident, problem, change, service request, etc)
• Experience of solving complex problems for users through the use of technology
• Experience of managing IT assets (hardware, software, etc)
• Experience of supporting the transition of products from Delivery into Live Service
• Demonstrates own activities to new, or less experienced employees, day-to-day supervision, coaching and mentoring of other team members
• Understanding of managing financial budgets for your team (pay, on-call, consumables)
• Experience of management products / services in healthcare (NHS)

Skills and Knowledge

• Deal with complex IT and customer service issues, and complaints
• Contribute and support the delivery of service improvement and re-design initiatives
• Contribute to the training needs analysis and professional development of the team
• Knowledge of and use of IT Service Management, Quality Assurance Testing, and Delivery Management systems / tools
• Systematic and methodical approach to problem solving

Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory DBS disclosure and two references. We do not offer visa sponsorship for roles unless clearly stated in our adverts, so please consider this before applying.

Our commitment to equality, diversity and inclusion is at the heart of our organisational culture. As part of our pledge to take positive action in recruitment we encourage applications from under-represented candidates including BAME (Black, Asian, and Minority Ethnic) and Disabled candidates as we work towards a representative workforce that is able to provide the quality, the dignity and respect and to deliver above and beyond.

Moorfields is a flexible working friendly organisation, and we are committed to helping our employees achieve a work-life balance that is beneficial for health and wellbeing, motivation levels and job satisfaction. Every employee of the Trust has the right to request to work flexibly. Please speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

If you would like to discuss any reasonable adjustments before applying or would like an accessible version of any recruitment documents, please contact the recruitment team at [e-mail].

Moorfields Eye Hospital does not charge applicants any recruitment or sponsorship fees. Our website and published contact details are the only authorised channels for applications and verification of job offers.

https://www.moorfields.nhs.uk/work-for-us