ICT Service Desk Analyst

Transformationunitgm; Norwich; Hybrid; GBP 27,000 - 31,000; Full time

Job summary

A regional healthcare provider in Norwich is looking for a full-time ICT Service Desk Analyst to join their team on a 7-month contract. This role entails being the main point of contact for all digital-related incidents and service requests. The ideal candidate will have relevant qualifications such as GCSEs, customer service experience, and technical certifications. Competitive salary and numerous benefits, including generous leave and training opportunities, are offered. You must be willing to work a minimum of 2 days a week from Hellesdon Hospital.

Benefits

Comprehensive training programs

Career progression opportunities

Starting annual leave of 27 days plus bank holidays

Qualifications

• Resolve computer or device issues professionally.
• Provide exceptional customer service.
• Experience in hardware support.

Responsibilities

• Act as the first point of contact for Digital Service's customers.
• Handle telephone calls and live chat inquiries.
• Manage service requests and contribute to service improvement.

Skills

Customer service

Hardware support

Problem-solving

Education

5 GCSEs including Maths and English

Comptia IT Fundamentals (ITF+)

SDI Service Desk Analyst or ITIL4 Foundation

Comptia A+

Educated to A Level standard

Tools

Service Desk Software

Job description

Main area ICT Service Desk Grade Band 4 Contract 7 months (Fixed term 7 months - End Date will be 31st July 2025) Hours Full time - 37.5 hours per week (Will be expected to be able to work from Hellesdon Hospital a minimum of 2 days a week) Job ref 246-COR7656658

Employer Norfolk and Suffolk NHS Foundation Trust Employer type NHS Site Hellesdon Hospital Town Norwich Salary £27,485 - £30,162 Gross per annum (pro rata) Salary period Yearly Closing 04/01/2026 23:59

ICT Service Desk Analyst

Band 4

Norfolk and Suffolk NHS Foundation Trust provides child and adult mental health services, learning disability, wellbeing, older people's and eating disorder services across Norfolk and Suffolk.

We are committed to equality, diversity and inclusion and want to reflect the diversity of our local communities within our teams. We welcome applications from all talented individuals with the relevant qualifications, skills, knowledge and experience

Job overview

Service Desk Analyst

The Service Desk is the single point of contact for all Digital related incidents and service requests. The goal of the Service Desk is to facilitate the restoration of normal operational service with minimal business impact on the Trust within agreed service levels and clinical / business priorities. The Service Desk also provides a mechanism for users to request and receive pre-defined; pre-authorised standard services, for example, new starters, new hardware requests, and / or new software requests. Other teams in the Digital Services Department, such as Field Support, Systems Support, Information Governance and Infrastructure, support the Service Desk.

The Service Desk Team consists of:

• Service Desk Analysts
• The Service Desk Supervisor
• The Service Desk Manager

Main duties of the job

The Service Desk Analyst will be part of the Service Desk Team working as the first point of contact for Digital Service's customers and providing first level Digital Support. The role will include:

• Telephone Call and Live Chat Handling
• Service Request Management
• Knowledge Management
• Service Asset and Configuration Management
• Contribution to the Continual Service Improvement Plan

Working for our organisation

Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.

Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established nursing networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.

Why Norfolk and Suffolk? The people here are warm and welcoming, you’ll never be far from the beautiful coastline or Broads National Park. We’re an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.

Detailed job description and main responsibilities

Please find attached our Job Description and Person Specification for more detail on your Key Accountabilities, then if you feel you have what it takes to make a difference in your local communities, click APPLY!

Some of the benefits you can expect:

• a comprehensive in house & external training programmes
• career progression
• starting annual leave of 27 days per annum increasing to 33 days pa based on length of service (plus paid bank holidays)
• NHS discounts and many more

Please visit our Facebook and Twitter page @NSFTjobs

Person specification

Qualifications

• 5 GCSEs Grade 4 or above including Maths and English, or equivalent qualifications
• Comptia IT Fundamentals (ITF+) or equivalent technical qualification
• SDI Service Desk Analyst, ITIL4 Foundation or equivalent best practise qualification
• Comptia A+ or equivalent technical qualification
• Educated to A Level standard or above

Experience

• Professional experience resolving Computer or Device Issues
• Professional customer service experience
• Hardware support experience

Please be aware that, due to the high number of applications for certain roles, this vacancy may close earlier than the advertised closing date. We encourage you to submit your application as soon as possible.

YOUR APPLICATION

We can provide all our job application materials in alternative formats so that these are accessible to everyone. Should you require any documents within this job pack in an alternative format, please do not hesitate to contact us at [e-mail].

PLEASE NOTE: If you use a hotmail, msn or yahoo e-mail account, you will need to check your "junk" mail regularly as these email providers will divert any communication from this Trust/NHS JOBS straight into your " junk" inbox.

EQUAL OPPORTUNITIES Apart from its legal duties in relation to equality and diversity, the Trust recognises and actively promotes the benefits of a diverse workforce and is committed to treating all employees with dignity and respect regardless of race, gender, disability, age, sexual orientation, religion or belief.

As a part of the Disability Confident Employer Guaranteed Interview Scheme we interview all disabled applicants who meet the essential criteria for the job vacancy (outlined in the Person Specification).. We encourage you to indicate your eligibility through TRAC jobs when applying.

Disclosure and Barring Service Check

This post may be 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.

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