# Service Desk Analyst > NHS job listing from Job Clerk for Sheffield Health and Social Care NHS Foundation Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/service-desk-analyst/71324d3b-221b-4eff-8aef-65dc4e66b285 - **Markdown:** https://www.jobclerk.com/job/service-desk-analyst/71324d3b-221b-4eff-8aef-65dc4e66b285.md ## Summary - **Status:** Live - **Employer:** Sheffield Health and Social Care NHS Foundation Trust - **Town:** Sheffield - **Region:** North East and Yorkshire - **Country:** England - **Profession:** Administrative and IT - **Grade:** Band 3 - **Salary:** £25,760 - £27,476 pa - **Contract type:** Permanent - **Employment type:** Full time - 37.5 hours per week - **Closing date:** 2026-07-22T23:59:00.000Z - **Posted:** 2026-07-06T15:13:07.690Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/South_Yorkshire/North_Sheffield/Sheffield_Health_Partnership_University_NHS_Foundation_Trust/IT/IT-v8123115 - **Application URL:** https://apps.trac.jobs/job-advert/8123115?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.shsc.nhs.uk ## Job Content ### Job overview To answer incoming calls in a professional, courteous and timely manner To log all reported incidents or requests using the in-house call management software, ensuring best practice information gathering is completed and the record updated. To attempt first time fix on any reported incidents, ensuring that details of all attempted fixes and their results, are recorded in the Digital Service Desk Management System. To provide advice and support to Customers in regards to Trust systems and devices via face to face, telephone and electronic communication. To escalate and allocate support records to the relevant support teams with the appropriate level of information to assist with onwards resolution. To log support calls and co-ordinate incidents and service requests, with colleagues and where required with third parties. To follow and promote Service Desk processes including the incident management and service request procedures. To proactively maintain regular communication with Customers who have logged records, keeping them informed of progress and informing them when jobs have been assigned to other support functions. ### Main duties of the job To provide and assist with 1st/2nd line user support following direction. To be a member of the Digital Service Desk team promoting excellent customer service and recording and solving incidents at the first point of contact. To contribute to an efficient and effective Digital Technical and systems support/operational development service, which maximises the availability and reliability of the corporate and departmental systems/ICT equipment to end-users To assist with the installation and configuration of new PCs and to deploy these to staff, following set procedures and processes. To ensure that the ICT equipment deployed is correctly logged and recorded on an asset database. To support the Digital Technical Support Engineers/Technicians. ### Detailed job description and main responsibilities The provision of 1st line IT support to Trust users either in person, by telephone or via remote control, covering the full range of end user software and hardware running on the Trust network. Logging, processing, diagnosing, and investigating software and hardware faults, providing advice and guidance to Customers. Escalating issues which can’t be fixed to more senior support staff and/or IT Management. The IT Service Desk opens Monday to Thursday 8.30 – 17.00 and Friday 8.30 – 16.30 as such, any member of the Service Desk Team may be required to work fixed hours to support the operational needs of the department and therefore the wider Trust. To create and maintain network user accounts (including email) using Microsoft Active Directory, including maintaining the database supporting this system. This includes appropriately granting and removing permissions relating to file folder, mailbox and data access. To promote good IT practices by means of telephone advice and promoting knowledge articles. To effectively manage and prioritise own workload, ensuring Customer expectations are managed. To install new hardware peripherals to best practice configurations utilising predefined procedures. To upgrade and repair existing hardware peripherals, working with colleagues to replace/repair equipment in a cost-effective manner. To upgrade, repair and install Trust approved, applications and other software packages remotely. To apply generic technical problem-solving skills to investigate incidents and problems, analysing data and documenting this to support corrective action. To be able to work with other members of the Digital Team to efficiently resolve incidents and/or to implement change. ## Person Specification ### Knowledge **Essential** - Knowledge of PC components and hardware peripherals including the ability to upgrade, repair and implement new peripherals. - Excellent communication and customer service skills - Excellent interpersonal skills and telephone manner - Excellent problem solving and analytical skills. - Ability to learn to use new computer applications **Desirable** - Previous experience of working in an ITIL environment ### Experience **Essential** - Previous experience of working in a Service Desk/Customer Service area. - Experience of dealing with customers over the telephone and face to face - Experience of working in a team environment **Desirable** - NHS Experience (including working with NHS systems). ### Qualifications **Essential** - GCSE English - GCSE Maths **Desirable** - ITIL ## Documents - [digital service desk analyst (pdf, 808.3kb)](https://www.healthjobsuk.com/documents?vdoc=10419627) ## 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.