Service Desk Analyst

Confidential; Sheffield; On-site; GBP 21,000 - 32,000; Full time

Job summary

Confidential is seeking a Service Desk Analyst to join NHS digital team in South Yorkshire on an initial 3 month contract. You’ll act as a first point of contact for staff, providing frontline IT support on-site and helping resolve incidents within agreed SLAs.

You will work in a fast-paced environment, handling Windows and Microsoft 365 issues, logging tickets, and escalating complex problems to specialist teams as needed.

Qualifications

• Experience in an IT Service Desk or Helpdesk.
• Experience supporting Windows OS and Microsoft 365.
• Experience using an ITSM or ticketing system.
• Strong troubleshooting and problem solving.
• Excellent communication and customer service skills.
• Ability to prioritise and manage a busy workload.

Responsibilities

• Provide first line IT support via phone, email and ticketing system
• Log, update and resolve incidents and service requests in line with agreed service levels
• Support users with hardware, software, account access and connectivity issues
• Escalate more complex issues to relevant support teams where required
• Assist with laptop and desktop deployments, builds and device swaps
• Support Microsoft 365 applications including Outlook and Teams
• Maintain accurate records of all support activity
• Deliver a high level of customer service to clinical and non clinical staff

Skills

IT Service Desk

Customer service

Troubleshooting

Communication skills

Tools

Windows OS

Microsoft 365

ITSM system

Job description

Service Desk Analyst

Location: South Yorkshire

Contract: Initial 3 Month Contract

Working Pattern: Full Time, On Site

We are currently supporting an NHS organisation in South Yorkshire with the recruitment of a Service Desk Analyst on an initial 3 month contract.

You’ll join a busy IT team providing frontline support to staff across the organisation, acting as a first point of contact for technical issues and service requests. This role is fully on site and would suit someone with previous NHS or public sector experience who is comfortable working in a fast paced support environment.

Key Responsibilities

• Provide first line IT support via phone, email and ticketing system
• Log, update and resolve incidents and service requests in line with agreed service levels
• Support users with hardware, software, account access and connectivity issues
• Escalate more complex issues to relevant support teams where required
• Assist with laptop and desktop deployments, builds and device swaps
• Support Microsoft 365 applications including Outlook and Teams
• Maintain accurate records of all support activity
• Deliver a high level of customer service to clinical and non clinical staff

Essential Experience

• Previous experience working in an IT Service Desk or Helpdesk environment
• Experience supporting Windows operating systems and Microsoft 365
• Experience using an ITSM or ticket management system
• Strong troubleshooting and problem solving skills
• Excellent communication and customer service skills
• Ability to prioritise and manage a busy workload

Desirable Experience

• Previous NHS experience
• Knowledge of Active Directory and user account administration
• Understanding of ITIL principles
• Experience supporting hardware deployments and device rollouts

This is an excellent opportunity to join an established NHS digital team and provide vital support to users across the organisation on an initial 3 month engagement.