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Job requirements
Essential
5 listedRequirements the employer expects applicants to meet.
- Skills
Customer Service Skills
- Skills
ICT Troubleshooting Skills
- Knowledge
Advanced knowledge of Microsoft Windows
- Experience
Professional experience resolving Computer or Device issues
- Qualifications
Comptia IT Fundamentals (ITF+) or other equivalent technical qualification
Desirable
4 listedAdditional qualities the employer would prefer.
- Skills
Conflict Resolution Skills
- Knowledge
The NHS and its operational structures
- Experience
Professional experience providing ICT Hardware support
- Qualifications
Comptia A+, or other equivalent technical qualification
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
- Service Desk Apprentices
- 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
- Incident Management
- Service Request Management
- Problem Management
- Knowledge Management
- Service Asset and Configuration Management
- First Level remote support
- Providing excellent customer service
- Service Level Monitoring
- Contribution to the Continual Service Improvement Plan
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:
- NHS pension
- 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)
- staff physio service
- NHS discounts and many more
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Applying for this NHS job
This advert is for ICT Service Desk Analyst with Norfolk and Suffolk NHS Foundation Trust in Norwich, England. It is listed as a Band 4 Service desk analyst role. The advertised salary is £28,392 - £31,157 Gross per annum (pro rata). The contract type is 6 months (Fixed term 6 months - will end 21st May 2027). The application deadline is 11 Oct 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 (28 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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