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Overview
As a Support Service Desk Analyst, you will be a member of the 1st Line Service Desk team providing 1st line ICT support for the Group and act as a point of escalation for Associate Service Desk Analysts. Travel between hospital sites will be required.
Main duties of the job
* Provide a Service Desk call logging and first line incident resolution service.
* Resolve as many incidents as possible at first contact (first-time fix) and work with team members to increase first-time fix rates.
* Review past incidents with Service Desk Analysts to identify where additional training or guidance is required to improve first-time fix numbers.
* Maintain records of all contacts on the Service Desk and provide regular progress updates to end users.
* Maintain agreed service standards on timeliness and quality of service; ensure calls and emails are recorded correctly and monitored for progress; escalate as needed.
About Us
Northampton General Hospital is one of the largest employers in the area. The hospital is part of a Group Model with neighbouring NHS Trusts and operates within the University Hospitals of Northamptonshire.
Our Excellence Values
* Compassion
* Accountability
* Respect
* Integrity
* Courage
Details
* Date posted: 19 December 2025
* Pay scheme: Agenda for change
* Band: Band 4
* Salary: £27,485 to £30,162 a year, pro rata
* Contract: Fixed term
* Duration: 12 months
* Working pattern: Full-time
* Reference number: 265-7354610-A COR
* Job locations: University Hospitals of Northamptonshire, Billing Road, Northampton, NN1 5BD
Job Description
* Support and assist the development of the Associate Service Desk Analysts.
* Work with Service Desk Analysts to identify process improvements.
* Ensure service quality and customer service; lead by example and provide guidance to users.
* Ensure tickets are logged in a consistent manner and meet minimum data standards.
* Deliver to agreed SLAs and provide technical advice and information to the Associate Service Desk Analysts.
* Contribute to operational procedures and ensure calls are answered promptly and managed to a successful conclusion.
* Monitor all methods of customer contact (telephone, email, self-service tickets) and respond accordingly.
* Deputise for the Service Desk Analyst as necessary; escalate serious or sensitive issues as appropriate.
* Contribute to implementing the Group Digital Strategy and lead digital techniques as appropriate.
Person Specification
Essential
* Skills: Good verbal and written communication; ability to manage priorities for self and teams to meet targets; accurate keyboard skills.
* Knowledge & Experience: Experience as a member of a 1st line ICT Service Desk; evidence of continuing professional development; experience delivering a Service Delivery function (preferably in the public sector); experience working in multi-disciplinary teams.
Desirable
* Experience in Agile methodology.
* Knowledge of NHS clinical care IT applications and ICT services; ITIL principles and incident/request management; knowledge base article creation.
* Experience documenting technical information for new or updated systems.
Education, Training & Qualifications
* Essential: Diploma/Vocational Level 4 or equivalent experience delivering digital services.
Desirable
* ITIL v3 or later foundation certificate or equivalent experience.
* Knowledge of provision of health services.
Notice
* This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975; a Disclosure check will be required.
* Applications from job seekers who require skilled worker sponsorship will be considered.
Employer details
* Employer: Northampton General Hospital
* Address: University Hospitals of Northamptonshire, Billing Road, Northampton, NN1 5BD
* Employer's website: https://www.northamptongeneral.nhs.uk/Home.aspx
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