Service Desk Analyst

Sussex Community NHS Foundation Trust; Kemp Town Estate; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Living Wage Employer

Flexible working options

Training opportunities

Job summary

Sussex Community NHS Foundation Trust in East Sussex is seeking an IT Service Desk operative to deliver a responsive first-line IT support service to staff across the Trust. You will handle calls, log incidents and service requests, and provide practical solutions during Service Desk hours.

You will diagnose simple issues, document actions, and escalate to second- or third-line teams when necessary, collaborating with clinical and non-clinical services to keep IT running smoothly.

Qualifications

• Experience providing first-line IT support and handling user issues.
• Able to log incidents and service requests accurately and timely.
• Strong communication to explain technical info clearly to staff.

Responsibilities

• Provide first-line IT support to staff across the Trust.
• Log and manage incidents and service requests.
• Diagnose simple issues and escalate when needed.
• Escalate to second/third-line teams with proper documentation.

Skills

First-line IT support

Customer service

Incident management

Communication skills

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, 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

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.