Service Desk Analyst

Integrated Care System; London; On-site; GBP 33,000 - 37,000; Full time

Job summary

A leading healthcare organization in London is seeking a Service Desk Analyst to maintain IT services and support users. The ideal candidate should have proven experience in a similar role, with knowledge of relevant IT tools and excellent customer service skills. This position offers a salary range of £33,094 to £36,195 per annum, including benefits and on-call allowance.

Benefits

Opportunity to join the NHS Pension Scheme

Free 24/7 independent counselling service

Learning and development opportunities

Flexible working arrangements

Qualifications

• Proven experience in a similar role.
• Experience across IT areas.
• Hardware support and desktop support experience.
• Printer troubleshooting experience.
• Knowledge of MCSA is preferred.
• Experience in a healthcare setting is advantageous.

Responsibilities

• Resolve user requests within the agreed service level agreement.
• Maintain IT services ensuring they are operational.
• Contribute to the design and development of new products.
• Track and log information for asset protection.

Skills

Customer service management

Teamwork

Working under pressure

Education

Previous Service Desk experience

Tools

Active Directory

MS products

MS Exchange

ITIL Foundation

Job description

Go back Moorfields Eye Hospital NHS Foundation Trust

Service Desk Analyst

The closing date is 10 August 2025

We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around empowering patients and service users; improving the experience navigating the healthcare system; and joining up systems and data across to better meet the needs of the service.

Main duties of the job

• Customer service management: Resolve user requests within the agreed service level agreement; empathise with end users; use customer-focused metrics to achieve satisfying outcomes; take ownership and initiative; own issues until they are mitigated or resolved.
• Service focus: Show awareness of different products and services; asset and configuration management; track, log, and correct information to protect assets and components; support process improvement activities; identify deficiencies.

The service currently operates Monday to Friday, 8.00am - 6.00pm, and you will be part of the rota system. Posts are based on-site.

About us

At Moorfields, we offer more than just an excellent career and great colleagues. Benefits include:

• Salary including High-Cost Area Supplement
• Opportunity to join the NHS Pension Scheme
• Free 24/7 independent counselling service
• Learning and development opportunities
• Easy and quick transport links
• A range of attractive benefits and discounts
• Access to Blue Light Card and other NHS Discount Schemes
• Free Pilates classes
• Full support and training to develop your skills
• Flexible working arrangements

And much more! See our full benefits document for details.

Job responsibilities

This role is part of the IT Operations team, responsible for: maintaining IT services, ensuring they are operational, performant, supported, fit-for-purpose, and meet user needs; contributing to the design and development of new products and services; improving user experience; proactively managing our IT service portfolio; reducing technical debt.

Technical understanding: Demonstrate awareness of relevant subject matter and a high-level understanding; explain user stories and user needs.

Other Duties: Participate in on-call service; support outside core hours for major projects; perform other reasonable tasks as required.

Person Specification

Experience / knowledge

• Proven experience in a similar role
• Experience across IT areas
• Hardware support and desktop support experience
• Printer troubleshooting experience
• Knowledge of Active Directory, MS products, ITIL Foundation, MS Exchange, MCSA
• Experience in healthcare setting is advantageous

Experience and Education

• Previous Service Desk experience

Skills and Knowledge

• Teamwork and ability to work under pressure
• Contributing to training needs

Disclosure and Barring Service Check

This post is subject to a DBS check in accordance with the Rehabilitation of Offenders Act (Exceptions Order) 1975.

Employer name

Moorfields Eye Hospital NHS Foundation Trust

Salary: £33,094 to £36,195 per annum, including HCAS and on-call allowance