Service Desk Analyst

Venn Group; Harrogate; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading company in North Yorkshire seeks a Contract IT Service Desk Operator for a 10-month engagement with an NHS Trust. The role provides an excellent opportunity for candidates with strong communication skills and prior first-line IT support experience. Responsibilities include delivering IT support, logging service requests, and escalating issues effectively, ensuring quality service and support within a fast-paced environment.

Qualifications

• Previous experience in a Service Desk or 1st Line IT Support role.
• Experience using service management/ticketing systems.
• A proactive, customer-focused approach to IT support.

Responsibilities

• Provide first-line IT support to clinical and non-clinical users.
• Log, categorise and prioritise incoming incidents and service requests.
• Perform basic Active Directory tasks (e.g., password resets).

Skills

Communication

Customer focus

Problem-solving

IT support

Tools

Service management systems

Job description

Contract IT Service Desk Operator
Location: North Yorkshire
Duration: 10 Months
Start Date: ASAP

We’re working with an NHS Trust in North Yorkshire to support the recruitment of a Service Desk Operatorto join their IT department and provide BAU 1st line support. This role is a great opportunity for someone with strong communication skills and a background in first-line IT support within a busy and service-focused environment.

Key Responsibilities:

• Provide first-line IT support to clinical and non-clinical users across the organisation

• Log, categorise and prioritise incoming incidents and service requests via phone, email, or portal

• Resolve issues at first point of contact where possible using remote support tools

• Escalate more complex issues to appropriate teams and monitor the progress of open incidents

• Communicate regular updates to users, maintaining a high level of customer service

• Perform basic Active Directory tasks (e.g., password resets, account creation, permission changes)

• Administer NHSmail and email groups, smartcard management and basic mailbox support

• Support the delivery of a reliable, responsive and user-focused IT service across the Trust

• Contribute to service improvement by identifying trends and common issues

Experience Required:

• Previous experience in a Service Desk or 1st Line IT Support role (ideally within the NHS)

• Strong communication skills and ability to work effectively under pressure

• Experience using service management/ticketing systems

• A proactive, customer-focused approach to IT support