Support Service Desk Analyst

NHS; Northampton; On-site; GBP 27,000 - 31,000; Full time

Job summary

A leading health services provider is seeking a Support Service Desk Analyst to join their 1st Line Service Desk team. Responsibilities include providing 1st line ICT support, resolving incidents, and maintaining service standards. Candidates must possess strong communication skills and experience in ICT Service Delivery. This full-time fixed-term position based in Northampton offers competitive pay and opportunities for professional development in a friendly team environment.

Qualifications

• Experience in a 1st line ICT Service Desk team.
• Evidence of continuing professional development.
• Experience in delivering a Service Delivery function.
• Experience of working within multi-disciplinary teams.

Responsibilities

• Provide 1st line incident resolution service at Service Desk.
• Resolve incidents at the first point of contact.
• Maintain records of all contacts on the Service Desk.
• Communicate progress of incidents to end users.

Skills

Good verbal and written communication skills

Ability to manage priorities

Accurate and advanced keyboard skills

Education

Diploma/Vocational Level 4 education or equivalent

Tools

ITIL tools and methodologies

Microsoft Office applications

Job description

Job Summary

As a Support Service Desk Analyst, you will be responsible for being a team member of the 1st Line Service Desk team that will be responsible for providing 1st line ICT support for the Group. Acting as a point of escalation for the Associate Service Desk Analysts.

You will need to have experience of Information Technology Infrastructure Library (ITIL) service principles and processes with experience in Service Delivery, in particular the areas of incident and request management.

You should have good interpersonal skills and be comfortable building relationships with customers at all levels.

You must be able to work under timescales and remain calm under pressure particularly during major service disruptions.

Travel between hospital sites will be required. Please review all documents attached to this advert to ensure you familiarise yourself with all requirements of the job.

Main Duties of the Job

Responsible for providing a Service Desk call logging and first line incident resolution service.

Resolving as many incidents as possible at the first point of contact (first-time fix) and working with your team members to increase the level of first-time fixes.

Work with the Service Desk Analysts to review past incidents and patterns to inform where additional training, or guidance, is required improve first time fix numbers.

Solutions driven, confident and friendly approach when dealing with end users.

Ensuring that you and your team maintain appropriate records of all contacts on the Service Desk, including providing feedback to end users on the progress of their incident on a regular basis through the lifecycle of the call.

Maintain agreed service standards on the timeliness and quality of service provided by the Service Desk.

Ensuring calls and e-mails to the Service Desk are recorded correctly and monitored for progress by your team. Receive escalations from Associate Service Desk Analysts, assisting where possible. If required, escalate any potential problems of a serious or sensitive nature to the Service Desk Analysts or 1st Line Team Leader.

About Us

Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.

Our Excellence Values

• Compassion
• Accountability
• Respect
• Integrity
• Courage

We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.

The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.

We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.

We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.

Person Specification

Skills Essential

• Good verbal and written communication and presentation skills suitable for a range of audiences.
• Able to clearly manage priorities for self, staff and teams in order to meet targets
• Accurate and advanced keyboard skills

Knowledge & Experience Essential

• Experience of being a member of a 1st line ICT Service Desk team that provides quality call handling, incident and service request progression supporting the provision of all ICT services.
• Evidence of continuing professional development
• Experience of delivering a Service Delivery function, preferably in the public sector
• Experience in contributing to the success of a multi-disciplinary team as effective team member
• Experience of working within multi-disciplinary teams

Desirable

• Experience of working within the agile methodology
• Knowledge of ICT applications and related processes used in NHS clinical care setting including Microsoft Office applications, clinical information systems and other software
• Knowledge of IT Service Desk tools, contributing to build knowledge base articles and self-help instructional documents and videos
• Knowledge of ITIL service principles and processes and experience in ICT Service Delivery, in particular the areas of incident and request management
• Experience of contributing to the creation of technical (sometimes complex) documentation for new or updated systems and services.

Education, Training & Qualifications Essential

• Educated to Diploma/Vocational Level 4 education or equivalent level or equivalent experience delivering Digital services

Desirable

• ITIL v.3 or later foundation certificate or equivalent experience
• Knowledge of the provision of health services

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

Employer Details

Northampton General Hospital

University Hospitals of Northamptonshire

Billing Road

Northampton

NN1 5BD

Job Details

Date posted: 19 December 2025

Pay scheme: Agenda for change

Band: 4

Salary: £27,485 to £30,162 a year Per annum, pro rata

Contract: Fixed term

Duration: 12 months

Working pattern: Full-time

Reference number: 265-7354610-A COR

Job locations: University Hospitals of Northamptonshire, Billing Road, Northampton, NN1 5BD