# Senior Service Desk Analyst

> NHS job listing from Job Clerk for Croydon Health Services NHS Trust.

## Canonical URLs

- **HTML:** https://www.jobclerk.com/job/senior-service-desk-analyst/a12e4230-c4ce-40fa-a8d3-eec5789b4c27
- **Markdown:** https://www.jobclerk.com/job/senior-service-desk-analyst/a12e4230-c4ce-40fa-a8d3-eec5789b4c27.md

## Summary

- **Status:** Live
- **Employer:** Croydon Health Services NHS Trust
- **Location:** Croydon University Hospital
- **Workplace type:** onsite
- **Profession:** Service desk analyst
- **Grade:** Band 5
- **Salary:** £36,943 - £44,900 pa incl HCAS (Outer)
- **Contract type:** Permanent
- **Employment type:** Full time - 37.5 hours per week (8am-4pm or 9am-5pm onsite)
- **Closing date:** 2026-10-31T23:59:00.000Z
- **Posted:** 2026-10-22T06:00:39.076Z
- **Source information URL:** https://www.healthjobsuk.com/job/UK/London/Croydon/Croydon_Health_Services_NHS_Trust/IT_Service_Management/IT_Service_Management-v8350232
- **Application URL:** https://apps.trac.jobs/job-advert/8350232?ShowJobAdvert=&feedid=9002
- **Employer website:** https://www.croydonhealthservices.nhs.uk

## Job Content

### Job overview

We are seeking a highly motivated and experienced Senior Digital Analyst to support the delivery of high quality Digital Services across the Trust. As a senior member of the Service Desk team, you will play a key role in ensuring the effective operation of Digital support services, managing major incidents, driving service improvements, and supporting the Trust's IT Service Management (ITSM) processes.

You will also support the development of Service Desk staff through mentoring and knowledge sharing, while promoting self-service, automation, and continual service improvement initiatives.

This is an excellent opportunity for an experienced IT professional with strong customer service, technical troubleshooting, and ITSM experience.

We ask candidates not to use generative AI tools, such as ChatGPT or Microsoft Copilot, to generate responses on their behalf. AI-generated answers can make it difficult for the recruiting panel to understand your individual experience, knowledge and suitability for the role.

You may use technology to assist with spelling, grammar and accessibility, but the examples, evidence and content you provide should be your own and should accurately reflect your personal experience.

### Main duties of the job

- Act as a senior escalation point for complex incidents, service requests, and major incidents.
- Support the day-to-day operation and continuous improvement of the Service Desk.
- Administer and maintain the Digital IT Service Management (ITSM) platform, ensuring it continues to meet operational and service delivery requirements, supports business processes, and delivers an effective user experience across Digital Services.
- Manage and develop ITSM processes, workflows, the Service Catalogue, and knowledge base.
- Monitor service performance, reporting on KPIs and identifying improvement opportunities.
- Promote self-service, automation, and knowledge management to improve user experience and efficiency.
- Support the implementation and transition of new digital services into business-as-usual support.
- Mentor and support Service Desk staff, sharing knowledge and best practice.
- Liaise with technical teams, suppliers, and stakeholders to ensure timely resolution of issues.
- Contribute to service improvement initiatives and Digital Services projects.
- Ensure digital services remain reliable, responsive, and aligned to the needs of Trust staff and patient care.

### Detailed job description and main responsibilities

**** Please see the attached Job Description and Person Specification which contains more information about the role.******

## Person Specification

### Previous Experience

**Essential**

- Significant Experience in Customer Service focused role
- High level of experience managing ITSM tool including automation and workflows
- Experience of performance (SLA/KPI) management
- Experience in supporting users in a Digital Services environment
- Shows understanding of Cyber and Data Protection awareness
- Technical experience in Digital support

**Desirable**

- Displays enthusiasm for self-development
- Worked with AI Tools
- Good knowledge of complex applications

### Education and Qualification

**Essential**

- Educated to degree level or equivalent experience
- ITIL V4 or V5 qualified
- Experience in good documentation skills
- Excellent communication skills

**Desirable**

- CompTIA Tech qualified or equivilant

## Documents

- [chs accomodation (pdf, 676.5kb)](https://www.healthjobsuk.com/documents?edoc=1725)
- [croydon trust values (pdf, 324.9kb)](https://www.healthjobsuk.com/documents?edoc=2317)
- [ai toolkit for candidates (pdf, 1.9mb)](https://www.healthjobsuk.com/documents?ddoc=2414)
- [chs dbs policy statement (pdf, 53.0kb)](https://www.healthjobsuk.com/documents?edoc=972)
- [onboarding roadmap (chs) (pdf, 92.7kb)](https://www.healthjobsuk.com/documents?ddoc=2449)
- [map of croydon university hospital (pdf, 95.6kb)](https://www.healthjobsuk.com/documents?edoc=974)
- [senior service desk analyst - job description (pdf, 328.4kb)](https://www.healthjobsuk.com/documents?vdoc=10675721)

## 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.