Service Desk Analyst

Sussex Community; Brighton; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Living Wage Employer

Flexible working options

Job summary

Sussex Community NHS Foundation Trust in Brighton is seeking a dedicated IT Service Desk assistant to provide first-line IT support to staff and external stakeholders. You will maintain a responsive service desk, log incidents, and ensure timely resolutions while following ITIL-based processes.

The role emphasizes clear communication, strong customer service, and collaboration with Informatics colleagues to improve knowledge bases and BAU support. NHS experience is valuable.

Qualifications

• Significant experience of working in a user support environment.
• Experience of supporting PCs, laptops and mobile devices.
• Experience with an ITSM Tool and SLAs.
• Familiarity with Microsoft 365 and AD is desirable.
• Strong written and verbal communication skills.

Responsibilities

• Provide first-line IT technical support to staff and external stakeholders.
• Deliver a responsive Service Desk and support end-user devices and software.
• Manage calls and requests in line with policies and SLAs.
• Diagnose and resolve first-line issues where possible.
• Escalate to second- and third-line teams as needed.
• Escalate urgent incidents with high clinical impact promptly.
• Assist in creating and maintaining IT documentation and knowledge bases.
• Share knowledge and best practices with colleagues.

Skills

First-line IT support

Customer service

Communication

Education

Relevant professional area

Customer Service / Telephone Training

Tools

ITSM Tool

Job description

We have an exciting opportunity to join our IT Service Desk team. The successful post holder will play a key role in delivering an excellent customer-focused service, providing responsive first-line IT support to staff across the Trust.

As a member of the IT Service Delivery team, the post holder will contribute to the provision of operational IT and customer support services during Service Desk operating hours.

The team is responsible for delivering first-line technical support to all SCFT staff, working closely with a wide range of clinical and non-clinical services. Duties include handling incoming telephone calls, logging and managing incidents and service requests, and assisting in the resolution of first-line technical issues in a professional and timely manner.

Please note: Due to recent changes in UK immigration and visa rules, this role may not be eligible for Skilled Worker visa sponsorship. Applicants who do not currently have the right to work in the UK may not be considered. Candidates requiring sponsorship should review the eligibility criteria on the gov.uk website before applying to assess their eligibility for a Certificate of Sponsorship for this role.

Skilled Worker visa: going rates for eligible occupation codes - GOV.UK

Health and Care Worker visa: If you'll need to meet different salary requirements - GOV.UK

Main duties of the job

• Provide first-line IT technical support to our user base, including all SCFT staff and external stakeholders.
• Deliver a responsive, customer-focused Service Desk and first-line support service for all end-user devices, including PCs, laptops, tablets, mobile phones and other IT equipment, as well as associated software. Communicate technical information in a clear and accessible manner, adapting your approach where there may be barriers to understanding.
• Ensure all support calls and requests are managed appropriately and in accordance with defined policies, procedures and agreed service level agreements (SLAs).
• Undertake first-line fault diagnosis and resolution where possible.
• Escalate incidents and service requests to second- and third-line support teams where a first-line resolution is not available or where on-site intervention is required, ensuring a consistently high standard of call quality and documentation.
• Promptly escalation urgent incidents and those with a high clinical impact to the Service Desk Team Lead and IT Service Delivery Manager.
• Provide support and advice to IT and Informatics colleagues, Trust managers and end users on the effective use and management of IT hardware and software.
• Assist in the creation, maintenance and continuous improvement of departmental IT documentation, ensuring business-as-usual (BAU) support teams have access to accurate and up-to-date information.

About us

We are the main provider of NHS community services across East and West Sussex, with 6,000 staff serving 1.3 million people. We deliver essential care to adults and children, helping them manage their health, avoid hospital admissions, and reduce hospital stays.

Our Trust vision is to provide excellent care at the heart of the community. We offer opportunities across medical, clinical, support, and corporate services.

Why work for us?

• Positive 2024 NHS Staff Survey results, highlighting compassionate leadership and wellbeingo Varied environments: community hospitals, patients' homes, and bases across Sussex
• Flexible working options: part-time, flexi-time, annualised hours, and flexi-retirement
• Excellent training, development, and research opportunities
• Accredited Living Wage Employer, we ensure fair pay for all our staff
• Cost-effective workplace nurseries in Crawley, Hove, and Brighton
• Active EMBRACE, Disability & Wellbeing, LGBTQIA+, and Religion & Belief network
• Level 3 Disability Confident Leader and Veteran Aware Trust

Our values--Compassionate Care, Working Together, Achieving Ambitions, Delivering Excellence--guide everything we do.

We embrace diversity and encourage applications from all backgrounds, particularly from ethnically diverse, disabled, and LGBTQIA+ individuals. We aim to create an inclusive environment and support reasonable adjustments during recruitment.

This post may close early if sufficient applications are received.

Job responsibilities

Key Responsibilities

• Provide first-line support for desktops, laptops, printers and other IT equipment used across the Trust.
• Ensure all work is carried out in accordance with IT service management principles, ITIL-based processes, and Trust and IT policies and procedures.
• Deliver a high standard of customer service, managing support requests professionally and developing positive relationships with users across the organisation.
• Demonstrate a strong team ethos and contribute to the achievement of Informatics objectives and priorities through consistently high individual and team performance.
• Ensure information gathered during initial user contact is accurate, professional and relevant, enabling efficient diagnosis and resolution of incidents and service requests.
• Escalate calls and incidents to the Service Desk Team Lead promptly and in accordance with agreed Service Level Agreements (SLAs).
• Contribute to the development and maintenance of IT knowledge bases, Frequently Asked Questions (FAQs), and troubleshooting documentation to support service improvement and knowledge sharing.
• Maintain awareness of emerging technologies and industry best practice, sharing knowledge and expertise with colleagues where appropriate.
• Ensure all duties are undertaken in accordance with Health and Safety legislation, policies and procedures, taking reasonable care for your own health and safety and that of others.

Person Specification

Qualifications

• Qualification in relevant professional area or equivalent professional experience
• Qualification in Customer Service / Telephone Training or equivalent professional experience

Experience

• Significant experience of working in a user support environment
• Experience of supporting PCs, Laptops, mobile devices, operating systems and applications
• Experience of working with an ITSM Tool
• Service Desk Experience 1st or 2nd line
• Remote Support Experience
• Microsoft 365 / Active Directory Support and Administration
• Experience of working within Service Level Agreements
• NHS Experience
• Call centre experience

Skills & Knowledge

• Self-motivated, enthusiastic, organised with excellent attention to detail
• Good communication skills. Ability to translate complex technical jargon into simple, plain-language instructions that non-technical users can easily follow
• IT Diagnostics and Troubleshooting

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.