Job requirements
Requirements from the employer’s person specification. These describe the role, not your personal match.
Essential
7 listedRequirements the employer expects applicants to meet.
- Experience
Relevant IT qualification e.g. Microsoft Certified Technology Specialist in Windows 7 or 8, IT Hardware Vendor certification
- Experience
ITIL Foundation
- Experience
Evidence of Customer Facing skills course and/or experience
- Experience
Experience of providing at desk IT support, installation and configuration services
- Experience
Experience of working in a complex IT networked environment
- Experience
Experience of working in a ITIL driven environment
- Experience
Working to SLA targets and meeting tight deadlines under pressure
Desirable
5 listedAdditional qualities the employer would prefer.
- Experience
Communications support qualification
- Experience
Microsoft Certified Technology Specialist in Windows 7 or 8
- Experience
NHS ICT or Support Experience
- Experience
Small Contact Centre/Help Desk (extended hours) experience
- Experience
Reporting tools, Process design, Service Desk tools, Telephony
Job overview
We are delighted to offer an exciting opportunity for a Contact Centre Analyst (Fixed & Mobile Support) within the Trust's IT Service Desk.
This role presents an excellent opportunity for a motivated, customer-focused individual looking to develop their technical skills and gain valuable experience within Digital Services.
Main duties of the job
As a Contact Centre Analyst, you will act as the first point of contact for IT-related incidents and service requests from colleagues across the Trust. You will be responsible for providing high-quality first-line support, ensuring issues are logged, diagnosed, and resolved efficiently wherever possible. More complex incidents will be escalated appropriately, ensuring a seamless support experience for our users.
The successful candidate will provide support across both the Fixed and Mobile Support Services, assisting staff with a wide range of hardware, software, telephony, and mobile device queries. Strong communication skills, a proactive approach to problem-solving, and a commitment to delivering excellent customer service are essential.
This is a rewarding opportunity to play a key role in supporting the technology and communication services that enable our staff to deliver high-quality patient care and essential support services across the Trust.
Detailed job description and main responsibilities
The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. Please view as attached. The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
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Applying for this NHS job
This advert is for Contact Centre Analyst (Fixed & Mobile Support) with West London NHS Trust in Southall, England. It is listed as a Analyst role. The advertised salary is £33262.00 to £36027.00. The contract type is Permanent. The application deadline is 24 Sep 2026.
Before you apply, compare the job description with the person specification and mirror the employer's essential criteria in your supporting information. Use the vacancy title, employer, location, salary, contract type, closing date and posted date (17 Sep 2026) to decide whether this role fits your current NHSjob search. If the employer can close applications early, prepare the application before the stated deadline rather than waiting for the final day.
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