Job Description

This role is to cover maternity leave until the 6th Feb 2026. As a Service Desk Analyst at Surrey and Borders NHS Trust, you will be the first point of contact for IT support, providing prompt and effective assistance to users. Your role involves resolving incidents and service requests, maintaining an up-to-date knowledge base, and contributing to a high-performing team with a strong reputation for excellence. You'll also have the opportunity to work on IT projects, enhance your skills through training, and gain exposure to advanced tools and systems. This is a fantastic opportunity for someone passionate about delivering exceptional IT support and growing their career in a trusted NHS environment.



Main Duties

What You'll Do:

Act as the first point of contact for all IT support requests via phone and ticketing systems.



Diagnose and resolve incidents and service requests efficiently, aiming for first-contact resolution.



Escalate complex issues to appropriate specialist teams when necessary.



Maintain and update the knowledge base to ensure accurate and accessible support information.



Provide excellent customer service, ensuring user satisfaction and upholding the trust and reputation of the Service Desk.



Collaborate on IT projects to contribute to team development and improve service delivery.



Assist in testing and deploying new tools and technologies as required.



Participate in regular training to build and expand your technical skillset.

What We're Looking For:

Strong communication and interpersonal skills with a focus on excellent customer service.



Problem-solving abilities to diagnose and resolve a variety of technical issues.



Experience in using ticketing systems to manage and track incidents and service requests.



Knowledge of Windows operating systems, Office 365, and basic networking principles.



Ability to prioritise tasks effectively and manage time in a fast-paced environment.



Surrey and Borders Partnership NHS Foundation Trust is the leading provider of mental health, learning disability, neurodevelopmental and drug and alcohol services in Surrey and North East Hampshire. We support people of all ages and are passionate about providing high quality care that is delivered at the right time as close to home as possible to help people recover and stay well.



We are one of the top 10 mental Health, Learning Disability and Community Trust to work for nationwide. Our Trust is an inclusive and supportive employer that offers a wide range of staff networks, flexible working, free parking and excellent health and wellbeing support. We also provide a wide range of opportunities to help staff develop and progress.



Please note that we reserve the right to close posts as soon as sufficient applications are received.



Regrettably, due to UK Home Office requirements we cannot offer sponsorship for all our job roles. If you apply for a role that we cannot offer sponsorship for, unfortunately, your application form will be rejected from the process.



Applicants must have the right to work in the UK for the duration of the role.



We look forward to receiving your application!

Job Purpose:

As a Service Desk Analyst, you will provide first-line IT support to users across Surrey and Borders NHS Trust. You will work closely with the Service Desk Team Leader, Service Delivery Manager, and the wider Service Desk team to ensure incidents and service requests are resolved promptly and efficiently. This role is pivotal in maintaining the high trust and reputation of the IT service while supporting continuous improvement through collaboration on projects, training, and innovation.

Main Responsibilities

Incident and Request Management:

Serve as the first point of contact for all IT support requests received via phone, email, or ticketing system.



Accurately log, categorise, and prioritise incidents and service requests following defined processes.



Diagnose and resolve technical issues at first contact where possible, ensuring minimal disruption to users.



Escalate unresolved or complex issues to the appropriate 2nd or 3rd line teams while maintaining communication with the user.

Service Excellence:

Provide outstanding customer service, ensuring users feel supported and valued.



Keep users informed of progress, timescales, and solutions for their requests or incidents.



Strive to resolve incidents at first contact to meet or exceed Service Level Agreements (SLAs).

Knowledge Management:

Update and maintain the knowledge base with accurate and relevant information.



Use the knowledge base to deliver consistent and efficient resolutions.



Identify gaps in knowledge articles and collaborate with the team to create new content.

Collaboration and Communication:

Work closely with the Service Desk Team Leader and Service Delivery Manager to deliver excellent IT support services.



Collaborate with the wider Service Desk team to share knowledge, resolve issues, and ensure consistent service delivery.



Contribute to team meetings, sharing ideas and feedback to support service improvements.

Training and Development:

Participate in regular training sessions to enhance technical knowledge and customer service skills.



Gain exposure to 3rd line support tools and systems, expanding your technical expertise.



Stay updated on new technologies and processes to support continuous professional growth.

Project Support:

Assist with IT projects, such as system upgrades, migrations, and new service implementations.



Provide input on projects to ensure they meet user needs and operational requirements.



Support testing and deployment of new tools and applications.

General Duties:

Ensure all work complies with Trust policies, procedures, and security protocols.



Support team initiatives to improve service delivery and efficiency.



Undertake other duties as directed by the Service Desk Team Leader or Service Delivery Manager.

Key Relationships:

Service Desk Team Leader



Service Delivery Manager



Service Desk Team Members



2nd and 3rd Line Support Teams



End Users across Surrey and Borders NHS Trust



This role provides an exciting opportunity to work in a collaborative and dynamic environment, supporting vital IT services for the NHS. Your contributions will play a key role in maintaining trust, improving service delivery, and fostering innovation within the team.