Digital Service Desk Analyst
| Posting date: | 02 January 2026 |
|---|---|
| Salary: | £28,860.00 to £31,671.00 per year |
| Additional salary information: | £28860.00 - £31671.00 a year |
| Hours: | Full time |
| Closing date: | 16 January 2026 |
| Location: | Guildford, GU2 7XX |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9384-26-0000 |
Summary
To provide high quality 1st line technical support to all users connected to the IT environment using diagnostic tools and fault-finding techniques to identify root causes. This may be by telephone, email, remote support or face to face.Troubleshoot authentication, hardware & software issues for a variety of clinical and business applications & devices.To fix approximately 80% of incidents by telephone and to escalate the ticket to specialist teams in a timely manner when not resolved in 1st line.To gain accurate information from callers, using effective communication skills to assess the impact of the reported incidents or requests, recording this information on the Service Management tool.Make use of internal and external resources (knowledge bases, support websites, vendors) to answer questions and resolve service issuesContribute to the creation, facilitation and maintenance of FAQ documents, knowledge articles and user guidesTo Create and maintain user network accounts in Active Directory and other supported applications Ensure the Incidents and Service Requests are managed effectively on behalf of end-users throughout the full lifecycle and responding to status enquiries when appropriate.Be responsible for managing own workflow through the department using the IT Service Management tool, ensuring incidents and Service Requests are resolved within the agreed SLA.Maintain a broad spectrum of knowledge on desktop computer software, hardware and the underlying infrastructure. Ensure own working knowledge is up to date with the latest relevant technologies in the market place.Undertake any other duties which may be reasonably required by their line manager.