# Service Desk Analyst > NHS job listing from Job Clerk for Leicestershire Partnership NHS Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/service-desk-analyst/45d0a798-2c2f-457d-9681-b397b61bf61f - **Markdown:** https://www.jobclerk.com/job/service-desk-analyst/45d0a798-2c2f-457d-9681-b397b61bf61f.md ## Summary - **Status:** Live - **Employer:** Leicestershire Partnership NHS Trust - **Location:** Leicestershire Health Informatics Hq - **Workplace type:** onsite - **Profession:** Service desk analyst - **Grade:** Band 4 - **Salary:** £28392.00 to £31157.00 - **Contract type:** Permanent - **Employment type:** Full-time - **Closing date:** 2026-09-17T23:59:00.000Z - **Posted:** 2026-09-03T14:58:12.771Z - **Source information URL:** https://www.jobs.nhs.uk/candidate/jobadvert/C9313-26-0396 - **Application URL:** https://www.jobs.leicspart.nhs.uk/Job/JobDetail?jobid=7199&source=JobtrainNHSJobs - **Employer website:** https://www.leicspart.nhs.uk ## Job Content ### Job summary The post holder will be expected to operate within SLA/OLA standards expected by customers. This role will have the responsibility for receiving all incoming issues and information requests to HIS with the brief to either resolve to a conclusion, or to pass or escalate to the appropriate person. All calls are to be logged whilst doing so. They will be responsible for communicating complicated IM&T issues to non IM&T staff/suppliers. The post holder will need to operate within a busy call centre environment and will need to ensure that they follow procedures that have been developed. The service desk will have responsibility for logging all calls, owning all calls until closure, progress chasing and performing user account management. This post may require flexible working hours, based upon the service requirements of the HIS client base. ### Main duties of the job - Act as first point of contact for HIS Service end-users on the customer service desk. - Answer, log and manage all calls, emails and faxes to the Service Desk. - Work within SLA/OLA requirements, ensuring issues are owned and progressed to resolution. - Maintain and contribute to the HIS knowledge base. - Analyse and resolve complex IM&T queries, including software and hardware configuration. - Support clients with account management, GP connections, desktop issues, mobile phones and application software across Trust sites and other organisations per SLA. - Process user account and VPN forms following set procedures. - Ensure issues are resolved within SLA or escalated to second-line support. - Maintain IT systems and user accounts, ensuring accurate access and contributing to IM&T improvements. - Follow up resolutions to ensure user satisfaction. - Liaise with internal teams, third-party engineers and suppliers to ensure timely responses. - Assist in managing the Service Desk application, including user accounts, categories and call allocation. - Meet quality and performance targets set by Service Delivery Management. - Escalate incidents to external support agencies when required. Promote and comply with the organisations equal opportunities policy. This job description is not exhaustive and may be reviewed and amended in consultation with the post holder. ### About us We may close the advert early, if we receive a sufficient number of applicants, so please apply as soon as possible. Leicestershire Partnership NHS Trust (LPT) provides a range of community health, mental health and learning disability services for people of all ages. Delivered through over 100 settings from inpatient wards to out in the community, our 6,500 staff serve over 1 million people living in Leicester, Leicestershire and Rutland. We aim to develop a workforce that reflects our community. We actively implement equal opportunities in employment and service delivery and seek people who share our commitment. We strongly encourage applications from all sections of the community, particularly from underrepresented groups. Details of our benefits, leadership behaviours and other important information can be found in the Information for Applicants, please view the supporting documents. We will consider requests to work alternative hours or varied working patterns in line with our flexible working policy. For all substantive roles, new staff (excluding medical staff) are appointed subject to a 6-month probationary period (see Probation Policy). All jobs will require permission to work in the UK. For all jobs the cost of any DBS disclosure required will be met by the individual. This will be deducted from salary once started. Applicants at risk within the local NHS who meet essential criteria will have preference for interview. ### Details - Date posted: 03 September 2026 - Pay scheme: Agenda for change - Band: Band 4 - Salary: £28,392 to £31,157 a year - Contract: Permanent - Working pattern: Full-time - Reference number: 007184 - Job locations: Gwendolen House, Gwendolen Road, Leicester, Leicestershire, LE5 4QF, United Kingdom ### Job responsibilities If you like what you've read and would like more information on the duties and responsibilities of this role, please click onto “Apply for this job” and you will be re-directed to our vacancies page where you can review the job description and person specification. ## Person Specification ### Mobility **Essential** - The use of public transport would be acceptable for this post restricted to Triage only. - You must demonstrate how you would meet the stated mobility requirement on your application form ### Experience **Essential** - At least 1 year’s experience of working in an IT support role exposed to a large corporate network. - Exposure of a complex multi-site organisation. ### Trust Values **Essential** - Compassion - Trust - Respect - Integrity ### Qualifications **Essential** - Qualified to A Level level or equivalent skills or experience in IT Service Analysis. - Formal training in relevant industry information management and technology disciplines such as MCP or equivalent experience in MS Office. - ECDL or equivalent experience. - Customer Services qualification e.g. NVQ Customer Services or equivalent experience. ### Personal Attributes **Essential** - Evidence of continuing personal development. - Work under tight deadlines. - Must be able to demonstrate commitment to customer facing service. - Must be committed to self-development and be enthusiastic about acquiring new skills and embracing new technologies. - Good Communication Skills with empathetic approach to end-users. - Must be able to commit to working outside of core hours, taking part in an out of hours on-call rota and in addition occasional evening and weekend working. - Will be required to travel locally (if working outside of Triage) and due to the unpredictable nature of this support role this could lead to early starts or late evenings. - Must be able to carry, move equipment without aids such as servers, printers, PCs if working outside of Triage. - Must be able to commit to working shifts if required to cover extended opening hours of 7am – 8.30pm and Saturday AM. ### Knowledge and Skills **Essential** - An excellent understanding of the following aspects of IT:- PC architecture, Windows 10 and MS Office 365 and 2010, Printers (networked & standalone) - Experience of working within a Service Level Agreement controlled environment. - High problem solving capabilities. - Ability to concentrate where work pattern is unpredictable & to concentrate for long periods when working to resolve issues. Ability to work unsupervised for long periods - Minimum 12 months experience of Inputting and manipulating data and information into computer databases - Pleasant, professional telephone manner, ability to communicate sympathetically. - Ability to control difficult escalation situations involving a difference of opinion. **Desirable** - Experience of working within an environment governed by policies and procedures - An understanding of knowledge bases and their use. - Ability to communicate with people with differing levels of technical knowledge, altering phrasing and language as required. - High attention to detail and outstanding accuracy when recording information into computer systems ### Standard Requirements **Essential** - Commitment to Equality & Valuing Diversity Principles - Understanding of Confidentiality & Data Protection - Understanding of the service users of the Trust (which could include lived experience of conditions the Trust deals with or of receiving services relevant to those the Trust provides) ## Documents - [Information for applicant (PDF, KB)](https://www.jobs.leicspart.nhs.uk/Job/GetJobAdvertDocument?Id=21908&JobId=7199) - [JD & Spec Band 4 Service Desk Analyst (PDF, KB)](https://www.jobs.leicspart.nhs.uk/Job/GetJobAdvertDocument?Id=21909&JobId=7199) ## 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.