Job Description

The Service Desk Analyst is responsible for maintaining the communication channels with the customer and the IT department. The Service Desk Analyst is the first point of contact for technical issues and requests, providing first line support which includes trouble shooting and resolving issues within their remit.
Main duties of the job
The Analyst is responsible for responding to requests reported to the Service Desk from multiple channels (phone, email, self-service) and the lifecycle management of requests, including directing to appropriate functions for resolution, monitoring progress and keeping users informed of progress, along with accurately documenting user's details, issues, troubleshooting steps and resolutions and any other pertinent information in the log.
The Analyst will be expected to proactively manage targets and ensure effective and efficient responses in a high call volume environment and will contribute to increasing the delivery of first-time fixes.
The role involves both a reactive and a proactive approach to the delivery of service and is focused on maintaining and improving the levels of service that the IT function provides to the Trust.
About us
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations: * Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development

• Widening access (anchor institution) and employability
• Improving the experience of staff with disability
• Improving the EDI literacy and confidence of trust staff through training and development
• Making equalities mainstream

Details
Date posted
29 September 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
24,937 to 26,598 a year per annum plus HCAS
Contract
Fixed term
Duration
8 months
Working pattern
Full-time
Reference number
197-RF7352
Job locations
University Hospital Lewisham
Lewisham
SE13 6LH
Job description
Job responsibilities
Responsible for upholding a professional relationship with internal and external clients. Responsible for answering telephone calls on the IT Service Desk, recording of all incidents and requests with the appropriate information, prioritisation and classification, and updating of incident data. Responsible for first line resolution of incidents which includes initial diagnosis of software or hardware issues, identifying the solution and if required performing minor system changes as required. Allocate unresolved requests to other resolving groups to ensure that there is timely management of a request. Responsible for the ownership, tracking, management and escalation of all requests within scope to ensure they are resolved within the appropriate SLA Responsible for providing timely and accurate information to LGT users, obtaining closure signoff of all requests and incidents through customer call-backs and performing customer satisfaction surveys as required. Responsible for keeping senior operations staff up to date on all systems issues, liaising with third party providers as required ensuring work carried out meets LGT standards within the Service Desk application. Responsible for ownership, management and adherence to ITIL best practice processes, and adherence to LGT IT Security policies and procedures. To remain focused on providing a quality service with the team and IT, promoting the main objective which is to support the Trust in providing quality care to its patients. Provide training to end users where appropriate. Ensure that IT equipment is safely used by customers. Responsible for updating and maintaining the IT knowledgebase. Responsible for updating and maintaining Service Desk processes. Job description
Job responsibilities
Responsible for upholding a professional relationship with internal and external clients. Responsible for answering telephone calls on the IT Service Desk, recording of all incidents and requests with the appropriate information, prioritisation and classification, and updating of incident data. Responsible for first line resolution of incidents which includes initial diagnosis of software or hardware issues, identifying the solution and if required performing minor system changes as required. Allocate unresolved requests to other resolving groups to ensure that there is timely management of a request. Responsible for the ownership, tracking, management and escalation of all requests within scope to ensure they are resolved within the appropriate SLA Responsible for providing timely and accurate information to LGT users, obtaining closure signoff of all requests and incidents through customer call-backs and performing customer satisfaction surveys as required. Responsible for keeping senior operations staff up to date on all systems issues, liaising with third party providers as required ensuring work carried out meets LGT standards within the Service Desk application. Responsible for ownership, management and adherence to ITIL best practice processes, and adherence to LGT IT Security policies and procedures. To remain focused on providing a quality service with the team and IT, promoting the main objective which is to support the Trust in providing quality care to its patients. Provide training to end users where appropriate. Ensure that IT equipment is safely used by customers. Responsible for updating and maintaining the IT knowledgebase. Responsible for updating and maintaining Service Desk processes.
Person Specification
Experience
Essential

• Significant experience related to the responsibilities specified

Desirable

• NHS Experience

Qualifications and Training
Essential

• Educated to degree lever or equivalent experience.
• Cisco/HP/Aruba Certifications

Desirable

• Cyber security qualifications
• Post graduate qualification or equivalent experience.
• Evidence of continual professional development

Knowledge and Skills
Essential

• The ability to communicate complex technical issues effectively with a wide range of people and professionals.
• Excellent time management skills.
• Ability to work independently.
• Knowledge of current technological developments/trends in area of expertise.
• Windows and iOS operating systems, on-boarding users
• Windows Server knowledge
• Windows Active Directory knowledge.
• Networking/TCP/IP knowledge.
• Cabling experience
• Have a working knowledge of TCP/IP and network addressing, Firewalls.

Person Specification
Experience
Essential

• Significant experience related to the responsibilities specified

Desirable

• NHS Experience

Qualifications and Training
Essential

• Educated to degree lever or equivalent experience.
• Cisco/HP/Aruba Certifications

Desirable

• Cyber security qualifications
• Post graduate qualification or equivalent experience.
• Evidence of continual professional development

Knowledge and Skills
Essential

• The ability to communicate complex technical issues effectively with a wide range of people and professionals.
• Excellent time management skills.
• Ability to work independently.
• Knowledge of current technological developments/trends in area of expertise.
• Windows and iOS operating systems, on-boarding users
• Windows Server knowledge
• Windows Active Directory knowledge.
• Networking/TCP/IP knowledge.
• Cabling experience
• Have a working knowledge of TCP/IP and network addressing, Firewalls.

Skills Required