Service Desk Analyst

Gloucestershire Health and Care NHS Foundation Trust; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A UK healthcare service is seeking a Service Desk Analyst in England. The role involves providing high-quality IT support to staff, managing technology queries, and ensuring compliance with service level agreements. Candidates should hold a degree or have equivalent experience, with knowledge of customer service methodologies and NHS operations. This full-time role offers a dynamic work environment within a dedicated team focused on delivering excellence in digital services.

Qualifications

• Educated to Degree level in relevant discipline or substantial experience.
• Knowledge of customer service management methodologies (ITIL).
• Experience of working within the NHS.

Responsibilities

• Ensure day-to-day management of technology support services meets KPIs.
• Utilise skills to provide a resolution to customer queries.
• Liaise with suppliers and customers for hardware/software needs.

Skills

Customer service management

IT support experience

Knowledge of ITIL

Effective communication

Microsoft Office skills

Education

Degree in relevant computing or business management discipline

Good general level of education in English and Mathematics

Tools

Service Desk Support tools

Job description

Service Desk Analyst

The closing date is 05 January 2026

1 full time fixed term contract for up to 12 months

The Digital Services Team in the Trust leads on digital strategy, development, co-ordination, planning, projects, and programme management for all Digital and supporting functions.

This role forms part of the IT Operations Team within the wider Digital Service as part of the IT and Clinical Systems Service Desk managing day-to-day operations providing a high-quality IT Service, which is the first point of contact for all staff within GHC. Support is provided in person, over the phone, and through various communication channels including email, the ITSM self-service portal, and remote access tools.

The role will have a focus on supporting colleagues as the organisation migrates from a local Microsoft 365 email tenant to the NHS central tenant.

The support service provides a customer facing service to resolve customers' day to day technology queries, resolve issues and manage incidents, problems and service requests through to resolution.

The post holder will be part of the core hub that will manage real time communications with customers on the current status of IT and Clinical Systems and Operations, liaising directly with any other team as required.

The service desk analyst will act as a point of contact for users. They will manage issues through to resolution.

Main duties of the job

To ensure the provision of a high-quality customer focused IT & CS Support Service providing a single point of contact to all staff of the trust.

• Utilise knowledge, skills and judgment to provide a resolution where possible or where unable to assign call to the appropriate team.
• To deal with all calls received and ensure they are recorded and dealt with appropriately and within agreed SLA's.
• Ensure that the day-to-day management of technology support services meets GHC KPIs and customer requirements
• Support customers to trouble shoot and provide a 'first time fix'.
• Escalate problems to the most appropriate team or organization if unable to provide resolution.
• Ensure that incidents and problems are managed on behalf of end-users throughout their full lifecycle.
• Liaise with suppliers and customers to order the departmental client hardware and software and keep up to date associated records.
• Act as ambassador for the Informatics Service communicating effectively and clearly; in a polite and courteous manner, providing an excellent 'front of house' function for the department.
• Assist with the communication on a range of technical, business, or procedural issues via telephone, email or directly with staff or customer organisations.
• Engage effectively with GHC customers, end users and other support staff to ensure delivery of a responsive service in accordance with SLA targets.

About us

We have a skilled and dedicated workforce of over 5000 colleagues working in a diverse range of services over 55 sites and within people's homes. We strive to enable a welcoming workplace culture that builds and celebrates civility, inclusivity and diversity, while providing a sense of belonging and trust.

Annual staff surveys, regular Pulse surveys and other engagement opportunities provide our people with lots of opportunity to tell us about their experiences of working with us. In the latest staff survey, 61% of colleagues gave us their views. It was great to hear that:

• 72% of colleagues would recommend the Trust as a place to work, ranking us 1st for Provider Trusts in the South West region on this question.
• 76% would recommend the standard of care provided in our services if a friend or relative needed treatment, also ranking us 1st in the South West region.
• 81% said that care of patients and service users is the Trust's priority, compared with an average in comparable NHS Trusts in England of 64%.

This high-level overview shows we are in a healthy position, with higher scores than average for comparable organisations, alongside a great response rate, indicating good staff engagement. However, we also know we have plenty of room for improvement in many areas. To that end, we continue to prioritise and invest in our commitment to genuinely becoming a Great Place to Work with consistent top-quartile performance in the annual staff survey and Pulse surveys.

Job responsibilities

Utilise knowledge, skills and judgment to provide a resolution where possible or where unable to assign call to the appropriate team.

To deal with all calls received and ensure they are recorded and dealt with appropriately and within agreed SLAs.

Ensure that the day to day management of technology support services meets GHC KPIs and customer requirements

Supervisory responsibilities of 2-3 team members.

Accurately record information from callers, end users and third-party service providers on the Service Desk System. This involves:

Assist in the triage and prioritisation of calls

Support customers to trouble shoot and provide a first time fix.

Escalate problems to the most appropriate team or organization if unable to provide resolution.

Create and/or administrate user accounts or passwords.

Assist in the allocation of appropriate user training.

Ensure that incidents and problems are managed on behalf of end-users throughout their full lifecycle.

Liaise with suppliers and customers to order the departmental client hardware and software and keep up to date associated records.

Support the raising and processing of orders and invoices.

Support the IT manager in accurate recording of assets, ordering and recharge.

Act as ambassador for the Informatics Service communicating effectively and clearly; in a polite and courteous manner, providing an excellent front of house function for the department.

Assist with the communication on a range of technical, business, or procedural issues via telephone, email or directly with staff from the GCS or customer organisations and other staff within Health Informatics.

Engage effectively with GHC customers, end users and other support staff to ensure delivery of a responsive service in accordance with SLA targets.

The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification.

Person Specification

Qualifications

• Educated to Degree level in a relevant computing or business management discipline OR substantial experience
• Good general level of education particularly in English and Mathematics
• Knowledge of customer service management methodologies (e.g. ITIL)
• Experience of working within the NHS
• Microsoft Qualifications

Experience

• Evidence of experience in a similar role, together with relevant experience in IT support, project tools and environments
• Awareness of NHS Information Governance principles
• Effective "change agent" with ability to be part of a team through significant programmes of change

Professional / Managerial / Specialist Knowledge

• Good keyboard and Microsoft Office skills
• Working knowledge of office procedures
• Experience of Service Desk Support tools, such as incident / service request management
• Experience of working with suppliers from a range of technical functions such as servers, desktops, network etc...

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.

Employer name

Gloucestershire Health and Care NHS Foundation Trust

Address

1010 Pioneer Avenue, Gloucester Business Park