Senior Service Desk Analyst

East London NHS Foundation Trust; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A healthcare provider in Greater London is seeking an IT support professional responsible for logging and resolving calls on the IT Service Desk. The role requires ensuring timely responses and closes within agreed service level agreements. Ideal candidates will have strong communication skills, a commitment to quality service, and the ability to handle escalations. This role demands flexibility in approach to meet departmental objectives.

Qualifications

• Experience in IT support and managing service desk calls.
• Ability to work flexibly within a team.
• Strong customer service and communication skills.

Responsibilities

• Log and resolve IT support calls.
• Ensure support calls are closed within agreed SLAs.
• Handle escalations and complaints effectively.

Job description

The post holder will be responsible for logging and resolving calls on the Trust’s IT Service Desk. They will ensure all IT support calls allocated are logged and closed within the agreed SLAs. The post holder will contribute to a high‑quality, timely and professional IT support service to the Trust.

They will ensure that any calls breaching agreed SLAs are followed up and closed as a matter of priority, or escalated appropriately. The post holder is responsible for ensuring a high‑quality, timely and customer‑focused IT support service is available during contracted hours. Any complaints or escalations regarding the Service Desk should be dealt with initially by the post holder, and escalated as necessary.

The post holder must be prepared to work flexibly within the team to ensure the overall objectives of the IT & Systems department are met.

Service Delivery and Operations

The post holder will provide a single point of contact call handling for the IT Service Desk.

Mission and Values

Our mission is to make a positive difference to people’s lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive – so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.

Closing Date: Monday 2 Feb 2026