Service Desk Analyst

NHS; London; On-site; GBP 33,000 - 37,000; Full time

Job summary

A leading healthcare provider in London is seeking a Service Desk Analyst to support IT operations. This role involves resolving user requests, maintaining IT services, and improving user experience. Candidates should have prior service desk experience and strong IT knowledge. The salary ranges from £33,094 to £36,195 annually, and the position offers various benefits including a pension scheme and flexible working arrangements.

Benefits

NHS Pension Scheme

Free 24/7 independent counselling service

Learning and development opportunities

Access to Blue Light Card and NHS Discount Schemes

Flexible working arrangements

Qualifications

• Demonstrable experience in a similar role.
• Experience in IT across various areas.
• Hardware and desktop support experience.
• Printer troubleshooting experience.
• Up-to-date IT knowledge.

Responsibilities

• Maintain IT services, ensuring they are operational.
• Contribute to the design and development of new products.
• Improve user experience and reduce technical debt.

Skills

Teamwork

Ability to work under pressure

Education

ITIL Foundation

Tools

Active Directory

MS Exchange

MCSA

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 resolved or mitigated; demonstrate service focus and awareness of different products and services.
• Asset and configuration management: Track, log, and correct information to protect assets and components; support process efficiency and continual service improvement; identify deficiencies.

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

About us

At Moorfields, we offer more than just an excellent career and great colleagues. We also provide:

• 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 NHS Discount Schemes
• Free Pilates classes
• Full support and training to develop your skills
• Flexible working arrangements

And much more! Please see our Moorfields benefits document for the full range of benefits.

Job responsibilities

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

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

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

Person Specification

Experience / Knowledge

• Demonstrable experience in a similar role
• Experience in IT across various areas
• Hardware support experience
• Desktop support experience
• Printer troubleshooting experience
• Active Directory
• Up-to-date IT knowledge
• Good knowledge of MS products
• Excellent keyboard skills
• ITIL Foundation
• MS Exchange
• MCSA
• Experience in healthcare

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 the Rehabilitation of Offenders Act (Exceptions Order) 1975. A Disclosure check will be required to ensure suitability.

Employer name

Moorfields Eye Hospital NHS Foundation Trust

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