# Contact Centre Analyst (Fixed & Mobile Support)

> NHS job listing from Job Clerk for West London NHS Trust.

## Canonical URLs

- **HTML:** https://www.jobclerk.com/job/contact-centre-analyst-fixed-and-mobile-support/104ab109-16b1-4538-9177-1459b8248600
- **Markdown:** https://www.jobclerk.com/job/contact-centre-analyst-fixed-and-mobile-support/104ab109-16b1-4538-9177-1459b8248600.md

## Summary

- **Status:** Live
- **Employer:** West London NHS Trust
- **Location:** St Bernard's Hospital
- **Workplace type:** onsite
- **Profession:** Analyst
- **Salary:** £33262.00 to £36027.00
- **Contract type:** Permanent
- **Employment type:** Full time - 37.5 hours per week
- **Closing date:** 2026-09-24T22:59:00.000Z
- **Posted:** 2026-09-17T10:36:34.447Z
- **Source information URL:** https://www.healthjobsuk.com/job/-v8302944
- **Application URL:** https://apps.trac.jobs/job-advert/8302944?ShowJobAdvert=&feedid=9002
- **Employer website:** https://www.westlondon.nhs.uk

## Job Content

### 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.

## Person Specification

### Experience

**Essential**

- Relevant IT qualification e.g. Microsoft Certified Technology Specialist in Windows 7 or 8, IT Hardware Vendor certification
- ITIL Foundation
- Evidence of Customer Facing skills course and/or experience
- Experience of providing at desk IT support, installation and configuration services
- Experience of working in a complex IT networked environment
- Experience of working in a ITIL driven environment
- Working to SLA targets and meeting tight deadlines under pressure

**Desirable**

- Communications support qualification
- Microsoft Certified Technology Specialist in Windows 7 or 8
- NHS ICT or Support Experience
- Small Contact Centre/Help Desk (extended hours) experience
- Reporting tools, Process design, Service Desk tools, Telephony

## Documents

- [candidate pack (pdf, 656.3kb)](https://www.healthjobsuk.com/documents?vdoc=10622448)
- [oh requirements (pdf, 304.6kb)](https://www.healthjobsuk.com/documents?edoc=3067)

## Agent Notes

- This Markdown page is generated from the same Job Clerk job record as the HTML job detail page.
- Use the canonical HTML URL for user-facing references.
- Use the application URL when the user wants to apply on the source NHS site.