Digital Service Desk Analyst

Job overview

The Digital Service Desk Analyst is the first point of contact for all IT-related support issues, providing effective first-line technical support to Trust staff across all sites. The role involves responding to service requests and incidents via the Digital Operations call management system, delivering a high standard of customer service in line with Trust SLAs.

Main duties of the job

• Adhere to Trust policies on information governance, data protection, and acceptable system use

• Act as the first point of contact for IT support queries via phone, email, self-service, and walk-in channels
• Accurately log, categorise, and progress incidents and requests in the IT Service Management system
• Takes ownership of tickets in personal queue, ensuring timely updates and resolution in line with SLAs
• Resolve common first-line technical issues and escalate complex problems to senior teams where necessary
• Provide basic support across Service Desk specialisms, including NHS Mail and RA, clinical systems, end-user computing, and onboarding/offboarding processes
• Perform RA Agent duties including smartcard unlocking, passcode resets, and account lifecycle support under RA Manager direction
• Update asset and configuration records remotely to support SACM accuracy and lifecycle tracking
• Recognise and escalate potential Major Incidents (MI)/Digital Business Continuity Incidents (DBCIs) in line with Trust protocols
• Contribute to the creation and maintenance of knowledge base articles for first-line tasks and known issues
• Deliver a customer-focused service by providing clear, empathetic, and professional communication at all times
• Support team collaboration through structured handovers, participation in service discussions, and continuous improvement activities

Detailed job description and main responsibilities

For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails.

Please note, should you be successful in your application, you will be required to undergo pre-employment checks, prior to receiving an unconditional offer, if full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn.

How to apply Step 1 - Read the advert and the Job Description and Person Specification (attached) Step 2 - Complete the Supporting Statement - Your statement needs to indicate how you meet each of the criteria contained within the Person Specification.  Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted.