Service Desk Analyst
Closing date: 31 May 2026
NHS Band 3 Salary: £25,760-£27,476 per annum
Hours per week: 37.5 (full time)
Location: Block 4000, Lakeside, North Harbour, Portsmouth PO6 3EN
Responsibilities
Provide first‑line support for IT service users, managing incidents, requests and service inquiries and resolving as many as possible at first contact in line with agreed service level agreements. Duties include:
* Act as the single point of contact for all IT service users, logging queries and incidents.
* Document all support interactions accurately to aid troubleshooting and resolution.
* Assist with user account management tasks, including provisioning, access permissions and maintenance.
* Use technical skills and expertise to resolve IT issues via telephone or remote support, escalating to second‑line staff when necessary.
* Contribute to a team that supports a wide range of IT systems.
* Provide excellent customer service and a positive experience for service users.
* Route service requests, such as changes and procurements, to the correct support group.
* Maintain knowledge of current service level agreements and processes.
* Advise users on best practice for storage and electronic documents.
* Perform administrative tasks, including inventory surveys and asset register updates.
Qualifications
* ITIL Foundation Certificate.
Experience
* Demonstrable communication and customer service skills.
* Working knowledge of Windows operating systems and Office 365.
* Experience providing IT service desk or first‑line IT support, preferably with PC applications.
* Experience using remote support software.
* Knowledge of Active Directory.
Skills and Knowledge
* Strong customer service and communication skills.
* Initiative to investigate and resolve problems.
* Excellent interpersonal and explanatory skills with a wide range of users.
* Friendly telephone manner.
* Ability to remain calm with difficult users.
Benefits
On‑site nursery, beach hut, wellness centre (gym and swimming pool), and staff networks for LGBTQ, Race Equality, Disability. Opportunities for awards ceremonies and recognition.
Employer
Portsmouth Hospitals University NHS Trust
Corporate Hub – Block 4000, Lakeside North Harbour, Western Road, Portsmouth PO6 3EN
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