Service Desk Analyst - Eastbourne DGH | East Sussex Healthcare NHS Trust

ESHT; Eastbourne; On-site; GBP 22,000 - 28,000; Full time

Job summary

A regional healthcare provider is seeking two Service Desk Analysts in Eastbourne to deliver first-line technical support. The role requires excellent customer service skills and the ability to diagnose and resolve issues efficiently. The successful candidates will work rotational shifts and can expect significant development opportunities along with inclusion in the NHS pension scheme.

Benefits

Staff development

NHS pension scheme

Onsite nurseries and restaurants

Free psychological support

Qualifications

• Experience in a telephone call centre environment is preferred.
• Ability to explain technical information to non-technical colleagues.

Responsibilities

• Provide a responsive service to colleagues who report issues.
• Resolve issues as per Service Level Agreements.
• Escalate issues and liaise with other staff as necessary.

Skills

Excellent customer service skills

Ability to gather information quickly

Excellent communication skills

Job description

Overview

We're looking for two Service Desk Analysts to join our team at Eastbourne DGH, providing first-line technical support via telephone and an online portal. We have two roles available, one is a permanent position and the other is a secondment/fixed term position for up to 18 months.

In this role, you'll provide a responsive, customer focussed service to colleagues who wish to report digital faults, register requests and obtain information and advice.

Wherever possible, you'll provide immediate resolution to issues, ensuring the service is delivered within our agreed Service Level Agreements (SLAs). When needed, you will escalate issues and liaise with colleagues, both within ESHT Digital and across the wider Trust.

The Service Desk is open from 8am - 6pm Monday to Friday and you will be expected to cover both the 8am - 4pm and 10am - 6pm shifts on a rotational basis.

Responsibilities

• Provide a responsive, customer focussed service to colleagues who report digital faults, register requests and obtain information and advice.
• Wherever possible, provide immediate resolution to issues, ensuring the service is delivered within our agreed Service Level Agreements (SLAs).
• Escalate issues and liaise with colleagues, both within ESHT Digital and across the wider Trust, when needed.
• Work across the Service Desk operational hours: 8am – 6pm Monday to Friday, covering the 8am-4pm and 10am-6pm shifts on a rotational basis.

Ideal candidate

• Excellent customer service skills, ideally gained from working in a telephone call centre environment.
• Ability to gather information quickly to correctly diagnose faults while ensuring callers feel supported and confident that their issue will be resolved.
• Excellent communication skills, with the ability to explain technical information to non-technical colleagues and to be a great team player.

Benefits

• Staff development, enrolment in the NHS pension scheme, auto-enrolment to our Temporary Workforce Service, access to onsite nurseries, staff restaurants and accommodation.
• Internal Occupational Health department; access to free psychological support through our confidential Employee Assistance Programme.
• Onsite parking available from £50 a year.

Notes

There has never been a better time to join East Sussex Healthcare NHS Trust, submit your application today.

Statement on the Use of AI

We value the individuality that each candidate brings to the application process. While we understand that AI tools are widely available, we strongly discourage applicants from using AI-generated content when applying for jobs with us. We believe that your application should reflect your true skills, experiences, and motivations, which are best conveyed through your own words and unique perspective.

Using AI for your application may not accurately represent your knowledge, skills, and experience and may result in a disconnect between your qualifications and our assessment of your application.

We encourage applicants to take the time to thoughtfully complete their applications; by doing so, you allow us to better understand your true potential and ensure a fair and transparent evaluation of your application. Over reliance on AI-generated content may diminish your chance of success.

Please see the attached job description and person specification for further information.

If you have any queries, please do not hesitate to contact us.

This advert closes on Thursday 9 Oct 2025