Service Desk Analyst

Kingston Hospital; Greater London; On-site; GBP 33,000 - 36,000; Full time

Job summary

Kingston Hospital NHS Foundation Trust is seeking a Service Desk Analyst to provide first-line IT support to Trust staff across a range of systems and devices in a busy healthcare environment.

You will log, prioritise, and resolve incidents, escalating when needed, while contributing to service improvements and maintaining high standards of patient-facing IT support.

Qualifications

• Minimum of 5 GCSEs A-C/9-4 including ICT, Maths and English.
• ITIL qualification or equivalent IT Service Management qualification or equivalent experience.

Responsibilities

• First point of contact for Trust staff requiring digital support, delivering 1st line incident and service request handling across IT systems and devices.
• Responsible for logging, prioritising, and resolution or escalation of issues to support service delivery in a healthcare setting.

Skills

Communication skills

Teamwork

Customer service

Problem solving

Education

GCSEs incl ICT/Maths/English

A level / NVQ / BTEC or equivalent

ITIL qualification or equivalent

Tools

VMware

iGel

Windows

Office 365

Job description

Site Kingston and Richmond Foundation Trust Town London Salary £33,262 - £36,027 pa pro-rata incl HCAS (outer london) Salary period Yearly Closing 29/10/2026 23:59

Home, community, hospital

KingstonandRichmond NHS Foundation Trust offers a range offantasticopportunities to grow your career across both hospital and community settings in south London. Whether you're looking to build new skills or take your experience to the next level,weare uniquely placed toprovide therightenvironment to support your professional development.With colleagues working in people’s homes, in community clinics, and in our two hospitals, we have an outstanding breadth of knowledge and experience to draw from.

Our commitment to exceptional care is reflected in being the firsttrustof our kindin London to achieve an ‘Outstanding’ rating from the CQC for bothoverallquality andleadership.We exist to provide the best possible care for our patients and we do that by giving our colleagues what they need to be their best at work. We have won numerous awards from the HSJ and Nursing Times for the way we support our colleagues across all our services.

We are proud to be recognised for our outstanding cancer care, children's services, pioneering surgical teams, and exceptional rehabilitation services. Our maternity services have been rated the "Best in London" by women surveyed by the Care Quality Commission (CQC), with parents travelling to Kingston to take advantage of our considerable experience and expertise.

These words are important reminders, but it’s our behaviours that tell people who we are. We expect all colleagues to bring our values to life in their work.

• Compassionate: We provide care with kindness, understanding, and empathy for all.
• Inclusive: We embrace diversity and respect the unique contributions of every individual.
• Collaborative: We foster teamwork across all levels, working together and with our partners to deliver the best outcomes.
• Inspiring: We are committed to continuous improvement and excellence in patient care, staff development, and innovation.

Job overview

The Service Desk Analyst is the first point of contact for Trust staff requiring digital support, delivering customer‑focused 1st line assistance for incidents and service requests across a wide range of IT systems and devices. The role requires a solid understanding of desktop technologies, IT service management processes and information security, alongside strong communication and customer service skills. The post holder is responsible for accurate logging, prioritisation and resolution or escalation of issues, contributing to service improvement and maintaining high standards of operational support in a fast‑paced healthcare environment.

Main duties of the job

The Service Desk Analyst is the first point of contact for Trust staff requiring digital support, delivering customer‑focused 1st line assistance for incidents and service requests across a wide range of IT systems and devices. The role requires a solid understanding of desktop technologies, IT service management processes and information security, alongside strong communication and customer service skills. The post holder is responsible for accurate logging, prioritisation and resolution or escalation of issues, contributing to service improvement and maintaining high standards of operational support in a fast‑paced healthcare environment.

Working for our organisation

Developmentand staff wellbeing

Your growthand personal happinessmattersto us.After all, we can’t expect the best from you if we don’t invest in your development and nurture your wellbeing.From the moment you join us, we’re committed to fostering your professional and personal development within a supportive, empowering environment. Whether you’re just starting your career or looking to advance further, we provide you with the tools and opportunities you need to succeed.We actively support colleagues to take part in research, quality improvement and innovation, whatever their role or level in the organisation.

To support your wellbeing, we offer an extensive range of resources, including an on-site staff nursery at Kingston Hospital, wellbeing practitioners, regular wellbeing classes, dedicated staff physiotherapist, comprehensive occupational health services, 24/7 employee assistance programme, and a range of other support and activities.

We also take every opportunity to thank and recognise the work our teams do, through weekly ‘shoutouts’ and patient feedback, monthly and annual awards.

Wherever you work across our organisation, we look forward to welcoming you.

At KRFT we are committed to supporting flexible working arrangements. Applicants are encouraged to discuss any flexibility they may need during the recruitment process.

Qualifications

• Minimum of 5 GCSE’s A-C/9-4 including ICT, Maths and English / A level or NVQ/BTEC or equivalent.
• ITIL qualification or equivalent IT Service Management qualification or equivalent experience

Experience

• Experience of working within IT Field and providing end user support
• Experience of producing reports and documentation
• Experience in a customer service environment

Skills

• Ability to effectively communicate with stakeholders across the organisation
• Freedom to act, plan, schedule and monitor own work
• Good inter-personal skills and good team player

Knowledge

• Good knowledge of desktop technologies such as VMWare, iGel, Windows and Office 365
• Good understanding of ITIL standards
• Good knowledge of PC and associated peripheral hardware and software.
• Knowledge of Mitel telecoms systems and operational features

We support the NHS Flex for the Future pledge

We welcome conversations about flexible working from day one, including options such as adjusted hours, compressed hours and other arrangements. If flexibility matters to you, please talk to us - we’ll be happy to explore what’s possible for the role and the service.

Safeguarding and DBS Checks

We are committed to safeguarding children and vulnerable adults. For roles with direct access to these groups, an Enhanced Disclosure and Barring Service (DBS) check will be required. All staff are expected to understand and uphold their safeguarding responsibilities as part of their role.

Employer certification / accreditation badges

This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.