Service Desk Analyst: First-Line IT Support

ROH; Coventry; Hybrid; GBP 28,000 - 31,000; Full time

Job summary

University Hospitals Coventry and Warwickshire NHS Trust in Coventry is seeking a First Line Support Analyst (NHS AfC: Band 4) to join the Service Desk.

You will provide first line technical support, manage incidents, and assist users with ICT systems; rota includes extended hours and out-of-hours; role is office-based.

Applicants should have ICT qualifications; role not sponsor; interviews scheduled.

Qualifications

• NVQ ICT qualification or equivalent (HNC/HND).
• Recognised ICT professional qualification (Advanced ECDL) or equivalent.
• Experience in a customer-focused IT environment, preferably within NHS.

Responsibilities

• Monitor, log, and update service requests; chase progress to meet SLAs.
• Maintain accuracy of the ITSM system; update user details promptly.
• Use ITSM for asset management and reporting.
• Escalate system failures per procedures and communicate updates.
• Provide First Line technical and user support for Trust-wide systems.
• Participate in rota to cover Service Desk hours, including extended/out-of-hours.

Skills

Clear instructions to users

Customer service orientation

rota/shift readiness

Education

NVQ ICT qualification/HNC/HND

Advanced ECDL / equivalent

Tools

ITSM system

Desktop support tools

Job description

University Hospitals Coventry and Warwickshire NHS Trust in Coventry is seeking a First Line Support Analyst (NHS AfC: Band 4) to join the Service Desk.

You will provide first line technical support, manage incidents, and assist users with ICT systems; rota includes extended hours and out-of-hours; role is office-based.

Applicants should have ICT qualifications; role not sponsor; interviews scheduled.