# ICT Service Desk Analyst

> NHS job listing from Job Clerk for Norfolk and Suffolk NHS Foundation Trust.

## Canonical URLs

- **HTML:** https://www.jobclerk.com/job/ict-service-desk-analyst/088c6a2e-8f6b-4df3-99bf-1189a60bba49
- **Markdown:** https://www.jobclerk.com/job/ict-service-desk-analyst/088c6a2e-8f6b-4df3-99bf-1189a60bba49.md

## Summary

- **Status:** Archived / closed
- **Employer:** Norfolk and Suffolk NHS Foundation Trust
- **Location:** Hellesdon Hospital
- **Workplace type:** onsite
- **Profession:** Service desk analyst
- **Grade:** Band 4
- **Salary:** £28,392 - £31,157 Gross per annum (pro rata)
- **Contract type:** 6 months (Fixed term 6 months - will end 21st May 2027)
- **Employment type:** Full time, Part time, Job share, Flexible working, Compressed hours, 37.5 hours per week (Will be expected to be able to work from Hellesdon Hospital a minimum of 2 days a week)
- **Closing date:** 2026-10-11T22:59:00.000Z
- **Posted:** 2026-09-28T10:10:49.051Z
- **Source information URL:** https://www.healthjobsuk.com/job/UK/Norfolk/Norwich/Norfolk_Suffolk_NHS_Foundation_Trust/ICT_Service_Desk/ICT_Service_Desk-v7944332
- **Employer website:** https://www.nsft.nhs.uk

## Job Content

### 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

Please visit our Facebook and Twitter page @NSFTjobs

## Person Specification

### Skills

**Essential**

- Customer Service Skills
- ICT Troubleshooting Skills

**Desirable**

- Conflict Resolution Skills

### Knowledge

**Essential**

- Advanced knowledge of Microsoft Windows

**Desirable**

- The NHS and its operational structures

### Experience

**Essential**

- Professional experience resolving Computer or Device issues

**Desirable**

- Professional experience providing ICT Hardware support

### Qualifications

**Essential**

- Comptia IT Fundamentals (ITF+) or other equivalent technical qualification

**Desirable**

- Comptia A+, or other equivalent technical qualification

## Documents

- [job description (pdf, 376.4kb)](https://www.healthjobsuk.com/documents?vdoc=10224020)
- [service desk structure (pdf, 209.0kb)](https://www.healthjobsuk.com/documents?vdoc=10224021)
- [reasonable adjustments - nsft (pdf, 197.5kb)](https://www.healthjobsuk.com/documents?edoc=2863)
- [values based recruitment – candidates guide (pdf, 360.6kb)](https://www.healthjobsuk.com/documents?edoc=1028)

## 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.