Service Desk Analyst
| Posting date: | 16 December 2025 |
|---|---|
| Salary: | £27,485.00 to £30,162.00 per year |
| Additional salary information: | £27485.00 - £30162.00 a year |
| Hours: | Full time |
| Closing date: | 05 January 2026 |
| Location: | Brockworth, Glos, GL3 4AW |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | C9327-25-1176 |
Summary
Utilise knowledge, skills and judgment to provide a resolution where possible or where unable to assign call to the appropriate team. To deal with all calls received and ensure they are recorded and dealt with appropriately and within agreed SLAs. Ensure that the day to day management of technology support services meets GHC KPIs and customer requirements Supervisory responsibilities of 2-3 team members. Accurately record information from callers, end users and third-party service providers on the Service Desk System. This involves: Assist in the triage and prioritisation of calls Support customers to trouble shoot and provide a first time fix. Escalate problems to the most appropriate team or organization if unable to provide resolution. Create and/or administrate user accounts or passwords. Assist in the allocation of appropriate user training. Ensure that incidents and problems are managed on behalf of end-users throughout their full lifecycle. Liaise with suppliers and customers to order the departmental client hardware and software and keep up to date associated records. Support the raising and processing of orders and invoices. Support the IT manager in accurate recording of assets, ordering and recharge. Act as ambassador for the Informatics Service communicating effectively and clearly; in a polite and courteous manner, providing an excellent front of house function for the department. Assist with the communication on a range of technical, business, or procedural issues via telephone, email or directly with staff from the GCS or customer organisations and other staff within Health Informatics. Engage effectively with GHC customers, end users and other support staff to ensure delivery of a responsive service in accordance with SLA targets. The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification. This role is not eligible for sponsorship as per the Governments UK VISA and Immigration Rules and Regulations. For more information please visithttps://www.gov.uk/browse/visas-immigration/work-visas