Service Desk Analyst
| Posting date: | 27 April 2026 |
|---|---|
| Salary: | £25,760.00 to £27,476.00 per year |
| Additional salary information: | £25760.00 - £27476.00 a year |
| Hours: | Full time |
| Closing date: | 12 May 2026 |
| Location: | Newport, PO30 5TG |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | C9470-26-0157 |
Summary
Specific Core Functions: You will be expected to undertake the following responsibilities: Customer Support: Be the first point of contact for IT service users, dealing with all types of queries, requests for service and incident logging, ensuring a consistent approach is taken and the customer receives an efficient and responsive service. Provide a first-line support service, following triage guidelines, ensuring necessary information is captured and recorded to facilitate resolution of reported incidents to agreed service level agreements. Route services request, such as changes and procurements to the correct support group. Keep up to date with new service level agreements and processes to maintain a consistent, effective, and efficient service delivery to service users. Provision of advice and guidance to service users on best practice for storage and electronic documents ensuring cost effective use of IT resources and equipment. Employ interpersonal and technical skills to diagnose IT problems and decide upon the appropriate routes to resolve them. Use technical skills and expertise to resolve identified IT problems over the phone and on PCs via remote PC controlled software, assisting in resolved tickets at first contact where possible. Where necessary, allocate specialist technical tasks to the relevant support team or third-party maintenance company. Managing tickets to ensure service users are kept informed of progress, through to resolution. Carry out team administrative tasks as required including inventory surveys and assets register updates. For further details please refer to enclosed Job Description.