Job overview
The post holder will be responsible for logging and resolving calls on the Trust’s IT Service Desk. They will be responsible for ensuring that all IT support calls allocated are logged and closed within the agreed SLAs. The postholder will contribute to a high quality, timely and professional IT support service to the Trust. They will ensure that any calls breaching agreed SLAs are followed up and closed as a matter of priority, or escalated in an appropriate manner. The postholder is responsible for ensuring a high quality, timely and customer focused IT support service is available during the contracted hours. Any complaints or escalations regarding the Service Desk should be dealt with initially by the postholder, and escalated as necessary. S/he must be prepared to work flexibly within the team to ensure the overall objectives of the IT & Systems department are met.
Main duties of the job
The post holder will be responsible for logging and resolving calls on the Trust’s IT Service Desk. They will be responsible for ensuring that all IT support calls allocated are logged and closed within the agreed SLAs. The postholder will contribute to a high quality, timely and professional IT support service to the Trust. They will ensure that any calls breaching agreed SLAs are followed up and closed as a matter of priority, or escalated in an appropriate manner. The postholder is responsible for ensuring a high quality, timely and customer focused IT support service is available during the contracted hours. Any complaints or escalations regarding the Service Desk should be dealt with initially by the postholder, and escalated as necessary. S/he must be prepared to work flexibly within the team to ensure the overall objectives of the IT & Systems department are met.
Detailed job description and main responsibilities
The post holder will be responsible for logging and resolving calls on the Trust’s IT Service Desk. They will be responsible for ensuring that all IT support calls allocated are logged and closed within the agreed SLAs. The postholder will contribute to a high quality, timely and professional IT support service to the Trust. They will ensure that any calls breaching agreed SLAs are followed up and closed as a matter of priority, or escalated in an appropriate manner. The postholder is responsible for ensuring a high quality, timely and customer focused IT support service is available during the contracted hours. Any complaints or escalations regarding the Service Desk should be dealt with initially by the postholder, and escalated as necessary. S/he must be prepared to work flexibly within the team to ensure the overall objectives of the IT & Systems department are met.
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This advert is for Senior Service Desk Analyst with East London NHS Foundation Trust in London, London, England. It is listed as a Band 5 Administrative and IT role. The advertised salary is £38,488 - £46,852 per annum Inc HCAs. The contract type is Fixed term: 12 months (FTC). The application deadline is 11 Jun 2026.
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