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Job overview
Do you enjoy helping people and making things easier when they are under pressure? Bristol NHS Foundation Trust is looking for a Service Desk Analyst (Entry level) to join our Digital Services Service Desk.
Our Service Desk is the front door to Digital Services, supporting colleagues across our City and Southmead Hospital Operating Units, Weston, our wider hospital sites and, as services evolve, potentially wider care settings. You will be part of the team that connects thousands of colleagues with the right digital help, so they can keep services running safely for patients.
This is first and foremost a customer service role. You do not need to know every technical answer on day one. What matters most is that you listen well, stay calm, ask good questions, record information accurately, keep colleagues updated and take pride in getting people to the right outcome.
You will log incidents and requests, provide friendly first-line support, carry out routine troubleshooting within agreed guidance, use approved tools where appropriate, and escalate clearly when specialist support is needed. Technical confidence is welcome, but curiosity, kindness, accuracy and ownership are essential.
If you want a meaningful entry point into Digital Services, with the chance to learn, and with strong potential for career development while contributing to a joined-up Bristol FT service supporting excellent care, we would love to hear from you.
Main duties of the job
- Record details of users’ problems.
- Log calls on the Service Desk system in accordance with departmental procedures as reported by Group computer users.
- Log calls emailed to the Service Desk inbox.
- Keep the end user informed of progress as appropriate.
- Ensure all actions relating to the problem are recorded on the Service Desk system in a timely fashion.
- Report all exceptions to the Service Desk Manager for further escalation.
- Update user details on the Service Desk system.
- Provide good advice to users on a range of in-house and external computer systems.
- Work in a shift pattern alternating between:
- Day shift: 08:30 to 17:00
- Early shift: 07:00 to 15:30
- Late shift: 10:30 to 19:00
Detailed job description and main responsibilities
For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.
Person specification
Aptitudes
Essential
- Attention to detail
- Good interpersonal skills
Skill and Abilities
Essential
- Confident self-starter, able to work as part of a team, yet capable of independent action
- Evidence of customer service experience
- Basic demonstrable software fault finding / resolution ability
- Able to maintain a level head in a busy environment
- Willingness to learn new systems and skills
- Good listener and accurate recording of pertinent information
Training, Knowledge and Experience
Essential
- Experience in IT Support environment
- Knowledge of operating systems, e-mail and MS Office applications
- Good standard of education at GCSE or equivalent level
Desirable
- Knowledge of Group Integrated Healthcare Systems desirable
- Experience of working in a hospital
- ECDL qualification
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Applying for this NHS job
This advert is for Service Desk Analyst (Entry level) with University Hospitals Bristol and Weston NHS Foundation Trust in Bristol, South West, England. It is listed as a Band 3 Administrative and IT role. The advertised salary is £25,760 - £27,476 pa. The contract type is Permanent. The application deadline is 23 Jul 2026.
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