Service Desk Analyst | NHS Counter Fraud Authority

NHS Counter Fraud Authority; Newcastle upon Tyne; On-site; GBP 25,000 - 35,000; Full time

Job summary

A national healthcare authority is seeking IT User Services Support in Newcastle. The role involves managing incidents, providing technical support, and improving IT services. Applicants should have knowledge of ITIL principles and excellent customer service skills. This is a fixed-term contract until March 2026.

Qualifications

• Knowledge of ITIL principles is essential.
• Experience in providing first-line incident troubleshooting.
• Ability to support IT Service Management practices.

Responsibilities

• Manage and resolve incidents and requests.
• Support Service Desk Manager to deliver ICT services.
• Provide excellent customer service in line with SLAs.

Skills

Knowledge of IT Service Management principles

Technical support skills

Customer service skills

Incident management

Job description

About Us

The NHS Counter Fraud Authority (NHSCFA) is the national body responsible for all matters relating to the prevention, detection and investigation of economic crime across the NHS. Further information about our work and annual plan for delivering this is available on our website.

Role Overview

Candidate will take part in IT User Services Support & wider business and communities to ensure the ongoing availability of vital IT systems & services and ensure the success of the function via:

• Record triage and manage incidents requests raised by NHSCFA/NHS community.
• Provide tech support and 1st contact fix/escalation to relevant groups.
• Provide user access management for multiple applications.
• Support improvements to enhance services, assist various ISO audits/Pharmacy Reward schemes.
• Be involved in evolution of key IT Service Management practices through participation in regular meetings and proactive engagement with the wider team and organisation with a constant focus on enhancing our service provision.

Responsibilities

• Work with the NHSCFA Service Desk team in managing and resolving incidents and requests to the IT Service Desk, providing an effective service to all users of NHSCFA’s IT systems.
• Monitor and proactively manage systems as well as resolving 2nd line support issues.
• Support the Service Desk Manager to deliver modern and innovative ICT services, and to develop the service desk function and surrounding IT support services.
• Deliver excellent customer service and incident response in line with Service Level Agreements, whilst conforming to ISO20000 practices / ITIL processes and other relevant service delivery frameworks.
• Work with key suppliers, supporting the delivery of key IT practices such as Incident, Service Request, Major Incident, Change and Problem Management as required.
• Use technical abilities and the NHSCFA knowledgebase to deliver first-line incident troubleshooting and service request fulfilment for internal and external service users.
• Collate information from various systems to assist the Technology User Services and Information & Cyber Security Manager’s in producing management reports.
• Participate in regular meetings to evolve IT Service Management practices.
• Provide user access management for multiple applications.

Qualifications

To support this function, the post holder will have knowledge of IT Service Management principles and practices, such as ITIL. The role may require Security Clearance vetting in the future, and individuals employed will undergo Baseline Personnel Security Standards checks in compliance with the HM Government Functional Standard GovS 007.

Employment Details

This is a fixed‑term contract until 31st March 2026. The role is based at our Newcastle office.

Equal Opportunity

We welcome applications irrespective of age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including an invitation to the first stage of the selection process and consideration of reasonable adjustments for people who have a disability.

Other Information

When you apply for this role, you will be redirected to our recruitment system TRAC. The NHSCFA does not hold a sponsor licence in respect of skilled worker visas and so is unable to employ candidates requiring sponsorship. If you are applying to undertake this role on a secondment basis you should have agreement to being released from your current role in principle, prior to submitting an application form.

Interviews will be held online 10th December 2025.

Please see full Job Description and Person Specification.

This advert closes on Tuesday 2 Dec 2025.