Service Desk Analyst

Job description

Job responsibilities

For questions about this job, contact:

Jamie Lall

1st Level Operations Manager

Jamie.lall@nhs.net  

Are you ready to use your customer service skills and IT knowledge in a way that makes a positive impact on people’s lives? If so, we have a fantastic opportunity to become a member of our Service Desk team within the Leeds Teaching Hospitals NHS Trust.

Reporting to the Service Desk Team Leader your role will be supporting the operational output of the Service Desk team, including supporting LTHT colleagues with their IT issues and requests.

In return, we can offer you a varied, interesting, and challenging role working as part of a fantastic team and offering all the support you need to learn at pace and achieve your career ambitions.

Our Service Desk team sits within 1st Level Operations, working closely alongside the N365 and Digital System support team. Together, we provide a critical front-line IT support function for the Trust, ensuring staff have reliable access to the systems they need to deliver safe and effective patient care.

The Service Desk is a lively and supportive environment. While the workload can be demanding, especially during major incidents, the atmosphere remains positive and team focused.

Strong Communication Skills Able to explain technical issues clearly to non-technical users, both verbally and in writing.

Patient-Centred Mindset Recognises the impact of IT services on patient care, prioritising actions that support clinical staff and patient safety, while demonstrating empathy, urgency, and professionalism at all times.

Problem-Solving Ability Thinks logically, diagnoses issues efficiently, and applies appropriate solutions or workarounds.

Technical Knowledge Solid understanding of IT systems, applications (e.g. clinical systems, Office 365/N365), and basic hardware.

Ownership & Accountability Takes responsibility where possible for tickets from start to finish, ensuring timely updates and resolution.

Time Management & Prioritisation Effectively manages workload, handles high volumes of calls/tickets, and prioritises urgent issues appropriately.

Team Collaboration Works well with colleagues across Service Desk, N365 team Digital System Support, and other teams to resolve issues quickly.

Ability to Work Independently

Demonstrates self-motivation and accountability when working remotely (up to 2 days per week after training)

Adaptability & Resilience Remains calm under pressure, especially during major incidents or busy periods.

Commitment to Continuous Learning Actively develops skills, keeps up to date with new systems, and learns from incidents and feedback.

Our values are part of what make us different from other trusts, so we see this as a strength, as well as a responsibility. They have been developed by our staff and set out what they see as important to how we work. Our five values are:

Patient-centred Collaborative Fair Accountable Empowered

All our actions and endeavours will be guided and evaluated through these values

We’re committed to recruiting exceptional people to deliver outstanding services across Leeds Teaching Hospitals NHS Trust and helping every colleague reach their full potential. We’re looking for a compassionate, inclusive, and collaborative leader who shares our values and can build strong partnerships. We warmly invite applications from people from a variety of backgrounds and sectors, and are especially keen to hear from individuals from a minority ethnic background. We’re dedicated to creating a diverse and inclusive environment where everyone feels valued, supported, and has a true sense of belonging, as we work together to deliver the best in healthcare to the people of Leeds and beyond.

To comply with UK Government regulations on Skilled Worker sponsorship, Leeds Teaching Hospital NHS Trust is unable to provide sponsorship to applicants who do not meet the eligibility criteria or the salary threshold concessions set out under the Skilled Worker visa route. Please take this into consideration before submitting your application. Full guidance on these concessions, including details of who may qualify, can be found here.

We reserve the right to close this advert early if we receive a high number of suitable applications.

Person Specification

Qualifications

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Experience

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Disclosure and Barring Service Check

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

Employer name

Leeds Teaching Hospitals

Address

St James’s University Hospital

Leeds

Leeds

West Yorkshire

LS9 7TF

United Kingdom

Employer's website

https://www.leedsth.nhs.uk/