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Job summary

Main area
IT & T
Band 5
37.5 hours per week
Job ref
Guy's and St Thomas' NHS Foundation Trust
Employer type
Education Centre, SE1
£27,627 to £35,529 p.a. inc HCA
Today at 23:59
Guy's and St Thomas' NHS Foundation Trust logo

Service Desk Analyst

Band 5

Join us and become part of the most engaged workforce of any NHS trust in England, according to the latest national NHS Staff Survey results – for the second year running.

You will be joining a dynamic and forward-looking organisation in the heart of the capital where you can develop your career and broaden your horizons.

We think you will enjoy working for us but you don’t have to take our word for it – 79% of staff who took part in the latest national NHS Staff Survey would recommend Guy’s and St Thomas’ as a place to work.

Guy’s and St. Thomas’ Foundation Trust are looking to recruit an additional Service Desk Analyst for our Service Desk based in Waterloo, London.

We provide IT services to two large NHS hospitals (Guy’s and St. Thomas’), various satellite units and community based PCTs. This service supports over 16,000 users based in various locations in and around London.

The Service Desk Analyst is responsible for maintaining the communication channels with the customer and the IT department and providing the first point of contact for technology issues, requests and incidents, along with providing first line support which includes troubleshooting and resolving issues within their remit.

The Analyst is responsible for responding to incidents and requests reported to the Service Desk from multiple channels (phone, email, self service and in person) and the life cycle management of incidents, queries and problems, including directing of requests to appropriate functions for resolution, monitoring progress and keeping users informed of progress, along with accurately documenting user’s details, problems and resolutions and other pertinent information in the log.

The Analyst will be expected to proactively manage targets and ensure effective and efficient responses in a high call volume environment and will contribute to increasing the delivery of ‘first time fixes’.

They will also need to be an excellent communicator who can support our users in a friendly, open manner. Most importantly, they will strive to offer outstanding customer service and provide a professional and efficient gateway into the IT department for Trust staff.

The role involves both a reactive and a pro-active approach to the delivery of service and is focused on maintaining and improving the levels of service that the IT function provides to the Trust.

Successful candidates will be required to work shift patterns to cover the service desk’s opening hours of 8am – 6pm Monday to Friday.

Closing Date: 20th January 2019 at Midnight

Interview Date 31st January 2019 or 1st February 2019

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Applicant requirements

Applications from job seekers who require Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the resident labour market test. UK Visas and Immigration (UKVI) requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UKVI website. From 6 April 2017, Tier 2 skilled worker applicants, applying for entry clearance into the UK, must present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) will also be subject to this requirement. Guidance can be found here Criminal Records Checks for Overseas Applicants.

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Apply online now

Further details / informal visits contact

Anish Somaiya (

Danny Gough (

If you have problems applying, contact

020 7188 7897