About the Role

We are looking for a Service Desk Analyst to join our IT Services team, providing high-quality first-line support to a wide and varied user base. You will act as the ‘customer champion,’ ensuring reported difficulties are managed effectively through to resolution, while delivering a professional and customer-focused service.

This role requires strong IT support experience, a sound understanding of ITIL practices, and excellent communication skills. You’ll be part of a team that plays a critical role in maintaining reliable IT services to staff, patients, and stakeholders.

Duties & Responsibilities

Act as the primary contact for users, ensuring all incidents and requests are logged, tracked, and resolved in line with service levels. Develop and maintain strong working relationships with customers and service users. Maintain databases and information flows that support service management, including carrying out audits and producing scheduled/ad hoc reports. Communicate with the customer base regarding downtime, service changes, and incident updates. Resolve user issues promptly, drawing on first principles and previous experience. Shadow colleagues to build knowledge of supported systems and improve response to user queries. Maintain ITIL awareness, ensuring professional service delivery. Monitor and report on performance against Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). Manage requests for change in line with the National Change Management process. Produce management reports highlighting trends, risks, and abnormal system performance. Contribute to documentation, procedures, and the development of updated working practices. Support colleagues by demonstrating tasks, sharing knowledge, and contributing to team development. Operate safely and effectively in line with Health, Safety & Wellbeing (HSW) and professional policies.

Essential Experience

Providing first-line IT support in a Service Desk environment within the NHS Supporting a large and varied user base in IT systems. Working in an ITIL service environment. Meeting SLA targets and managing workloads effectively. Delivering high-quality customer service. Educated to A-level, diploma, or equivalent experience. Commitment to continuing professional development. ITIL Foundation Certificate (or equivalent experience). Good understanding of IT infrastructure at a technical level. Awareness of NHS standards and legal requirements relating to Information Governance and Security. Strong and effective communication skills Ability to learn new technologies and IT systems quickly. Analytical problem-solving skills.

*Rates depend on experience and client requirements

Job InformationJob Reference: JO-2508-355805Salary: £170 - £170.00 per daySalary per: dayJob Duration: 6m rolling Job Start Date: ASAPJob Industries: Cloud Infrastructure & EUCJob Locations: WalesJob Types: Contract