IT Service Desk Analyst
Job summary
We are seeking a customer-focused and proactive IT Service Desk Analyst to join our IT team. Acting as the primary point of contact for IT support, you will provide first-line technical assistance to users across the organisation, ensuring a high-quality and efficient service is delivered in line with agreed Service Level Agreements (SLAs).
This is an excellent opportunity for an IT professional who enjoys problem-solving, delivering outstanding customer service, and working in a fast-paced support environment.
Key Responsibilities- Act as the main point of contact for all IT Service Desk enquiries, incidents, and service requests.
- Provide first-line technical support for desktops, laptops, mobile devices, peripherals, applications, and IT systems.
- Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues within agreed SLAs.
- Log, manage, and prioritise incidents and service requests using the IT service management system.
- Escalate complex issues and requests to 2nd and 3rd line support teams, or external suppliers, ensuring timely resolution.
- Keep users informed of progress and resolutions, delivering excellent customer service throughout.
- Maintain accurate records of incidents, requests, and solutions.
- Contribute to continuous improvement initiatives and knowledge base documentation.
Main duties of the job
Provide first-line IT and telecommunications support as part of the IT Service Desk team, delivering excellent customer service and technical assistance to users across the organisation. Act as a primary point of contact for IT-related queries, troubleshooting and resolving a wide range of issues remotely using support tools where possible. Monitor and manage service desk requests, maintain accurate records within the call logging system, support user account administration, and ensure incidents and service requests are handled efficiently and escalated appropriately when required.
About us
Oxford Health is a great place to work and to be able to showcase the best of yourself when making an application please read the "candidate guide to making an application" and ensure your supporting statement is tailored to the role you are applying for and addresses any essential criteria.
As a Trust we provide physical, mental health and social care for people of all ages across Oxfordshire, Buckinghamshire, Swindon, Wiltshire, Bath and Northeast Somerset. Our services are delivered at community bases, hospitals, clinics and people's homes, delivering care as close to home as possible. Our vision is that no matter who you are or where you are, you will tell us that you receive: "Outstanding care delivered by an outstanding team"
Our values are: "Caring, safe and excellent"
We offer a wide range of benefits designed to support your career and wellbeing. These include:
o Excellent opportunities for career progressiono Access to tailored individual and Trust wide learning and developmento 27 days annual leave, plus bank holidays, rising to 33 days with continuous serviceo NHS Discount across a wide range of shops, restaurants and retailerso Competitive pension schemeo Lease car schemeo Cycle to work schemeo Employee Assistance Programmeo Mental Health First Aiderso Staff accommodation (please note waiting lists apply)o Staff networking and support groups hosted by our Equality, Diversity & Inclusion team
Job description
Job responsibilities
We hope that the advert has given you a clear understanding of the skills we are seeking and the opportunity at hand. You will need to use the supporting statement element of your application form to demonstrate your suitability for this role and you should refer to the job description, person specification and the guidance notes attached to this role to help you tailor your application.The essential and desirable criteria will be used to shortlist for interview and you should ensure that you refer to these within your application to increase your chances of being selected for interview.We are aware that some candidates may choose to use AI tools to support their application. We kindly remind applicants that submissions should remain an honest and accurate representation of their experience and must take care to ensure the use of AI tools does not generate an application that does not accurately reflect their knowledge, skills and values.
Person Specification
Qualifications
- Evidence of formal education or experience (A Level equivalent)
- ITIL Service Management (Foundation)
Experience
- Previous experience of working within a Service / Help Desk environment.
- Previous experience of working in a Customer Services environment.
- Previous experience of working within the NHS.
Knowledge
- Excellent working knowledge of Microsoft Office applications, Operating systems, including troubleshooting.
- Knowledge of National NHS applications and troubleshooting.
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.
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website.
Employer details
Employer name
Oxford Health NHS Trust
Address
Littlemore Mental Health Centre
Oxford
OX4 4XN
United Kingdom
Employer's website
https://www.oxfordhealth.nhs.uk