Service Desk Analyst

Overview

Join Our Dynamic Digital Services Team as a Service Desk Analyst!Are you passionate about IT support and thrive in a fast-paced environment? We’re looking for a proactive and professional Service Desk Analyst to be the first point of contact for our Digital Services Department. In this vital role, you’ll be part of a dynamic team committed to delivering outstanding 1st line support with efficiency, empathy, and precision.Working closely with the Service Desk Manager, you’ll help ensure our IT support services are delivered seamlessly and within agreed Service Level Agreements. You’ll be responsible for logging, updating, and escalating IT-related issues using our service desk software, keeping everything running smoothly behind the scenes.This role requires someone who can work independently, but who also knows when to escalate and collaborate with management. You’ll need to stay calm under pressure—especially when supporting clinical staff in urgent situations—and maintain a solutions-focused approach at all times.If you’re tech-savvy, level-headed under pressure, and ready to make a real impact in a healthcare setting, we want to hear from you!Main duties

Providing site-wide 1st line support for all Trust-supported systems and equipment, including logging issues, fault finding, and implementing resolutions using remote control tools (e.g., RDP, Microsoft Remote Assistance).Maintaining a broad understanding of all IT support services.Logging requests or assisting users to log requests, ensuring the minimum data set is captured. The Enterprise Service Management (ESM) System provides a framework, but the analyst should use initiative when placing requests.Managing end-user expectations through a structured SLA and priority system, delivering meaningful updates throughout the life-cycle of each request. Conveying complex technical information to non-technical staff.Creating user accounts, mailboxes, system-level access, and Active Directory management. Following Joiners, Movers and Leavers processes to ensure access rights are current and appropriate. Requests must be approved by the correct level of authorised manager when implied consent is not applicable.About us

Our ambition is to deliver excellent local and specialist services to improve the health and well-being of our patients, and provide a vibrant place for staff to develop, innovate and build careers.We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust.Details

Date posted: 11 September 2025Pay scheme: Agenda for changeBand: Band 4Salary: £27,485 a year Per Annum (Pro Rata for Part Time)Contract: PermanentWorking pattern: Full-timeReference number: 390-COR-SO-0519-CJob locations: Southend, Britannia Park Comet Way, Southend on Sea, SS2 6ERJob description

Are you looking for an exciting Service Desk Analyst role using your unique qualities? We want to hear from you. For full details about this varied and rewarding role, please see attached job description. We look forward to your application.Person Specification

Skills and ExperienceGood General IT Skills/KnowledgeGood Communication Skills demonstrated by minimal spelling and grammatical errors in the application formAnalytical SkillsQualificationsEnglish GCSE PassMaths GCSE PassDesirableITIL QualificationCall Centre ExperienceDemonstrable Service Desk ExperienceDisclosure

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and, as such, it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.Employer details

Mid and South Essex NHS Foundation TrustAddress: Britannia Park, Comet Way, Southend on Sea, SS2 6ERWebsite: ..... full job details .....