Service Desk Analyst

Sussex Community NHS Foundation Trust; Brighton; On-site; GBP 26,000 - 34,000; Full time

Job summary

Sussex Community NHS Foundation Trust in the Brighton area is seeking an IT Service Desk professional to deliver responsive first-line IT support to staff across the Trust. You will join the IT Service Delivery team, handling end-user devices and software with clear, patient-focused communication.

Responsibilities include logging incidents, applying SLAs, escalating to higher teams when needed, and contributing to up-to-date IT documentation. Prior NHS exposure is desirable.

Qualifications

• Experience providing first-line IT support within a large organisation.
• Ability to explain technical information clearly to non-technical users.
• Familiarity with incident logging and SLAs.

Responsibilities

• 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.
• 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 up-to-date information.

Skills

First-line IT support

Customer-focused service

Incident logging & management

Clear technical communication

On-site issue escalation

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

• 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.

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 wellbeing
• 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 networks
• 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.

For further details / informal visits contact: Name: Lee Palacios Job title: IT Service Delivery Manager Email address: [e-mail] Telephone number: 07717150995

Mon-Fri, 8-4