Job Description

An opportunity has arisen for an IT Service Desk Analyst to join the Trust's busy IT Service Desk. The successful candidate will become a key member of our team, and play a crucial role in ensuring smooth operations and excellent user support. Prior experience of working on a Service Desk in an NHS environment would be advantageous.
This is a Part-Time position totalling 15 hours per week, currently scheduled for Wednesdays and Thursdays from 8 AM to 4 PM. The role is offered on a Fixed-Term contract basis, concluding on 26th March 2026.
Applicants must be within commuting distance of the city of Bath. This role is required to be available for office working, training and meetings at our Bath site when required.
Main duties of the job
The role involves acting as a central point of contact within the IT Department, providing remote first and second line IT support to the Trust's user base to enable them to make effective use of available software and hardware.
About us
We are AWP (Avon and Wiltshire Mental Health Partnership NHS Trust) a diverse organisation with over 5,000 dedicated staff providing inpatient and community-based mental health care.
We provide services from a range of locations to approximately 1.8 million people living in Bath and North East Somerset (B&NES), Bristol, North Somerset, South Gloucestershire, Swindon, across the county of Wiltshire and in parts of Dorset.
Our outstanding people promote mental health and wellbeing. The expertise and resources within AWP are dedicated to a person-centred approach for those who use our services and for all employees. We recognise that happy and fulfilled employees give better care.
At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger.
Details
Date posted
27 August 2025
Pay scheme
Agenda for change
Band
Band 4
Salary
27,485 to 30,162 a year per annum
Contract
Fixed term
Duration
6 months
Working pattern
Part-time
Reference number
342-CS080-0825
Job locations
Bath NHS House
Newbridge Hill
Bath
BA1 3QE
Job description
Job responsibilities
Candidates should have excellent communication skills, a good working knowledge of IT applications and practical experience of some or all of the following: Windows 10, Windows 11, Microsoft Office (particularly Outlook), PC Hardware, Active Directory, and IT Ticketing Systems.
The successful candidate will be expected to carry out the following duties;

• Taking receipt of IT Service Desk support requests (primarily telephone but also email, written and in person) and logging them within the Trust's Service Desk tool.
• Take ownership of and responsibility for the requests and prioritise them in accordance with procedures and any SLAs (Service Level Agreements) in operation.
• Investigates faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory resolution.

A) Technical Administration:1) To ensure that all required system administration activities are carried out in a structured and timely manner.
B) Service Desk:1) To assist in the delivery of a professional IT Service Desk function. This to be the central hub for all requests for IT assistance.2) To provide excellent customer service at all times (e.g. call answering and on emails).
C) Other:1) Receives requests for support or advice from users and other IT staffmembers, takes ownership of and responsibility for the requests and prioritises them in accordance with procedures and any SLAs (Service Level Agreements) currently in operation.2) Where necessary, liaises with and/or refer support requests to other IT staff members as well as IT department staff in other organisations.3) Investigates faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory resolution.4) Monitors the progress of requests for support and ensures that users and other interested parties are kept informed.5) Maintains the Trust's desktop hardware and software to required standards.6) Ensures that systems used by the IT department, such as the inventory of assets and Service Desk call system, are kept up to date and as accurate as possible.7) Ensures that all work is carried out and documented in accordance with required standards, methods and procedures.8) Monitors all user problems and system faults identifying trends and patterns and when necessary, feeds-back information to relevant IT staff (e.g. Operations, Implementations, management etc.) regarding any recurring problems or faults being experienced.9) Provides expert guidance/advice and acts as a mentor to less experienced colleagues.10) Implements policies for own work area and proposes changes to working practices or procedures for own work area.11) Undertakes such other duties as may reasonably be required of youcommensurate with your general level of responsibility and the general scope of the post, as determined by the IT Service Desk Manager. Job description
Job responsibilities
Candidates should have excellent communication skills, a good working knowledge of IT applications and practical experience of some or all of the following: Windows 10, Windows 11, Microsoft Office (particularly Outlook), PC Hardware, Active Directory, and IT Ticketing Systems.
The successful candidate will be expected to carry out the following duties;

• Taking receipt of IT Service Desk support requests (primarily telephone but also email, written and in person) and logging them within the Trust's Service Desk tool.
• Take ownership of and responsibility for the requests and prioritise them in accordance with procedures and any SLAs (Service Level Agreements) in operation.
• Investigates faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory resolution.

A) Technical Administration:1) To ensure that all required system administration activities are carried out in a structured and timely manner.
B) Service Desk:1) To assist in the delivery of a professional IT Service Desk function. This to be the central hub for all requests for IT assistance.2) To provide excellent customer service at all times (e.g. call answering and on emails).
C) Other:1) Receives requests for support or advice from users and other IT staffmembers, takes ownership of and responsibility for the requests and prioritises them in accordance with procedures and any SLAs (Service Level Agreements) currently in operation.2) Where necessary, liaises with and/or refer support requests to other IT staff members as well as IT department staff in other organisations.3) Investigates faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory resolution.4) Monitors the progress of requests for support and ensures that users and other interested parties are kept informed.5) Maintains the Trust's desktop hardware and software to required standards.6) Ensures that systems used by the IT department, such as the inventory of assets and Service Desk call system, are kept up to date and as accurate as possible.7) Ensures that all work is carried out and documented in accordance with required standards, methods and procedures.8) Monitors all user problems and system faults identifying trends and patterns and when necessary, feeds-back information to relevant IT staff (e.g. Operations, Implementations, management etc.) regarding any recurring problems or faults being experienced.9) Provides expert guidance/advice and acts as a mentor to less experienced colleagues.10) Implements policies for own work area and proposes changes to working practices or procedures for own work area.11) Undertakes such other duties as may reasonably be required of youcommensurate with your general level of responsibility and the general scope of the post, as determined by the IT Service Desk Manager.
Person Specification
Qualification
Essential

• GSCE A-C in Maths and English, or evidence of successful secondary education

Desirable

• ITIL Qualification
• Degree/Higher Education related to IT
• Additional courses related to IT

Skills
Essential

• Ability to interpret technical and non-technical data which may be incomplete
• Problem solving skills requiring supplementary research
• Ability to prioritise workload in order to deliver results

Desirable

• Comprehensive knowledge of current information systems and technologies
• Practical experience using or supporting at least two of the of the following: Windows 10/11, Microsoft Office (particularly Outlook), PC Hardware, Active Directory, IT Ticketing Systems

Experience
Essential

• Technical experience relevant to the area of specialism
• Practical experience working within a support team

Desirable

• Experience working in a fast paced environment
• Experience with NHS systems and processes
• Experience working to deadline/SLA's

Communication
Essential

• Written and verbal communication skills
• Administrative and organisational skills
• Customer focused
• Team focused

Desirable

• Ability to document procedures/processes
• Ability to present a range of technical terms and concepts to non-technical system users in a clear concise way
• Previous training skills or willingness to learn training skills

Person Specification
Qualification
Essential

• GSCE A-C in Maths and English, or evidence of successful secondary education

Desirable

• ITIL Qualification
• Degree/Higher Education related to IT
• Additional courses related to IT

Skills
Essential

• Ability to interpret technical and non-technical data which may be incomplete
• Problem solving skills requiring supplementary research
• Ability to prioritise workload in order to deliver results

Desirable

• Comprehensive knowledge of current information systems and technologies
• Practical experience using or supporting at least two of the of the following: Windows 10/11, Microsoft Office (particularly Outlook), PC Hardware, Active Directory, IT Ticketing Systems

Experience
Essential

• Technical experience relevant to the area of specialism
• Practical experience working within a support team

Desirable

• Experience working in a fast paced environment
• Experience with NHS systems and processes
• Experience working to deadline/SLA's

Communication
Essential

• Written and verbal communication skills
• Administrative and organisational skills
• Customer focused
• Team focused

Desirable

• Ability to document procedures/processes
• Ability to present a range of technical terms and concepts to non-technical system users in a clear concise way
• Previous training skills or willingness to learn training skills

Skills Required