Service Desk Analyst - First Line IT Support

UHCW; Coventry; On-site; GBP 28,000 - 31,000; Full time

Job summary

University Hospitals Coventry and Warwickshire NHS Trust, based in Coventry, is recruiting a First Line Support Analyst for a site-based role. You will deliver first-line IT support, assist users with ICT systems, and participate in a rota to cover core service desk hours, including extended hours and out-of-hours support.

The role emphasizes strong customer service, effective communication, and training users in new systems, with a focus on incident, change and problem management within

Qualifications

• NVQ ICT qualification/HNC/HND or equivalent IT-related qualification.
• Recognised ICT qualification/Advanced ECDL or working towards this award.
• Experience in implementing and supporting ICT equipment/services; customer-focused, with training experience.

Responsibilities

• Monitor and log service requests; ensure progress within agreed SLAs.
• Maintain ITSM data; update user details accurately.
• Provide first-line support for Trust systems and use remote tools to troubleshoot.
• Assist in deployment of new systems; ensure consistent service delivery and user training.

Skills

Clear user instructions

Attention to detail

Advanced keyboard skills

Customer-focused

ITIL knowledge

Education

NVQ ICT/HNC/HND

Advanced ECDL

Job description

University Hospitals Coventry and Warwickshire NHS Trust, based in Coventry, is recruiting a First Line Support Analyst for a site-based role. You will deliver first-line IT support, assist users with ICT systems, and participate in a rota to cover core service desk hours, including extended hours and out-of-hours support.

The role emphasizes strong customer service, effective communication, and training users in new systems, with a focus on incident, change and problem management within