Service Desk Analyst – First-Line IT Support

South West Yorkshire Partnership NHS Foundation Trust; Wakefield; On-site; GBP 21,000 - 32,000; Full time

Job summary

South West Yorkshire Partnership NHS Foundation Trust is seeking an IT Service Desk Analyst to be the first point of contact for Digital and Technology Services customers, providing first-line IT support across multiple systems.

You will log, triage and progress calls to resolution, aiming for first-time fix where possible. Shift pattern is 8 am - 4 pm or 9 am - 5 pm Monday to Friday, and you will work as part of a collaborative team in a busy environment.

Qualifications

• Proven record in customer service.
• Strong communication skills and telephone manner.
• Experience working in IT environment with problem-solving abilities.
• Familiarity with Microsoft Office and Active Directory is helpful.

Responsibilities

• Log, triage and progress calls to resolution, aiming for first-time fix.
• Handle incidents through the lifecycle within SLA and KPI timescales.
• Escalate tickets to internal teams or external providers as needed.
• Contribute to service improvement and maintain accurate records in the knowledge base.

Skills

Customer service

Communication

Problem solving

Team player

Tools

Microsoft Office

Active Directory

Remote support tools

Job description

South West Yorkshire Partnership NHS Foundation Trust is seeking an IT Service Desk Analyst to be the first point of contact for Digital and Technology Services customers, providing first-line IT support across multiple systems.

You will log, triage and progress calls to resolution, aiming for first-time fix where possible. Shift pattern is 8 am - 4 pm or 9 am - 5 pm Monday to Friday, and you will work as part of a collaborative team in a busy environment.