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Job summary

Main area
IT
Grade
NHS AfC: Band 4
Contract
6 months (6-month Fixed Term Contract (FTC), with possibility of 6 month extension)
Hours
Full time - 37.5 hours per week (Rota basis to cover 08.00 -18.00 service)
Job ref
273-DC-7353068
Employer
Moorfields Eye Hospital NHS Foundation Trust
Employer type
NHS
Site
City Road, Kemp House
Town
London
Salary
£33,094 - £36,195 per annum pro rata including HCAS plus on call allowance
Salary period
Yearly
Closing
10/08/2025 23:59

Employer heading

NHS

Service Desk Analyst

NHS AfC: Band 4

 

YOU MAKE US MORE

Join Moorfields Eye Hospital NHS Foundation Trust

At Moorfields, people’s sight matters—and so do the people who make it possible.

For over 200 years, Moorfields has been at the forefront of ophthalmic care, research, and education. With more than 2,300 dedicated team members and over 700,000 patients seen annually across our City Road site and 22 networked sites, we are proud to be a global centre of excellence.

We're also a vibrant community where kindness, equity and excellence shape every aspect of our work. Whether it’s pioneering research through our partnership with UCL Institute of Ophthalmology and Moorfields Biomedical Research Centre or training the next generation of global eye care leaders, we’re united by one mission—delivering world-class eye health, sustainably and at scale.

And we’re just getting started.

Construction is well underway on our groundbreaking new centre in Camden, a joint initiative between Moorfields Eye Hospital, UCL Institute of Ophthalmology and Moorfields Eye Charity This modern, flexible facility will bring together eye care, research, and education under one roof—enabling transformative innovation and collaboration like never before.

Could you be part of this future? Make us more.

Job overview

We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around – empowering patients and service users; improving the experience navigating the healthcare system and joining up systems and data across to better meet the needs of the service. 

Main duties of the job

Customer service management
•    Resolve user requests to a minimum of the agreed service level agreement  
•    Empathise with the end user Use customer-focused metrics to achieve a satisfying outcome
•    Ownership and initiative
•    Own an issue until a new owner has been found or the problem has been mitigated or resolved Service focus
•    Show an awareness of different products and services
Asset and configuration management
•    Track log and correct information to protect assets and components continual service improvement.
•    Show an awareness of developing process efficiency and common ways in which processes are optimised.
•    Support specific activities to improve development processes.
•    Spot or identify obvious deficiencies.


The service currently operates Monday to Friday between 8.00am - 6.00pm daily and you will be part of the rota system and the posts are based on site.

Working for our organisation

At Moorfield's we provide more than just an excellent career and great colleagues to work with.  We also offer:

•    Salary including High-Cost Area Supplement
•    Opportunity to join the NHS Pension Scheme
•    Free 24/7 independent counselling service
•    Learning and development opportunities
•    Easy and quick transport links
•    A range of attractive benefits and discounts
•    Access to Blue Light Card and other NHS Discount Schemes
•    Free Pilates classes
•    Full support and training to develop your skills
•    Flexible working friendly organisation

And so much more!  To see the full range of benefits we offer please see our Moorfields benefits document.

Detailed job description and main responsibilities

This role is part of the IT Operations, who are responsible for:
•    Maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users
•    As IT subject matter experts, contributing to the design and development of new products and services
•    Improving user experience in our systems and processes
•    Proactively maintaining our IT service portfolio and reducing technical debt
Technical understanding
•    Show an awareness of the relevant subject matter and a high-level understanding of what it involves
•    User focus
•    Show an awareness or understanding of user experience analysis and its principles
•    Explain the purpose of user stories and the focus on user needs
Other Duties
•    Participate in the on-call service
•    Occasional work may be required outside of core business hours to support major projects/programs
•    All other reasonable requests

Person specification

Experience / knowledge

Essential criteria
  • Demonstrable experience in similar role
  • Experience in IT across range of areas
  • Hardware suport experience
  • Desktop support Experience
  • Printer troubleshooting experience
  • Active Directory
  • Up to date IT knowledge
  • Good knowledge of MS products
  • Excellent Keyboard Skills
Desirable criteria
  • ITIL Foundation
  • MS Exchange
  • MCSA
  • Experience in healthcare

Experience and Education

Essential criteria
  • Previous Service Desk Experience
Desirable criteria
  • ITIL qualification

Skills and Knowledge

Essential criteria
  • Team working and working under pressure
Desirable criteria
  • Contributing to Training needs

Employer certification / accreditation badges

Capital Nurse, LondonVeteran AwareApprenticeships logoNo smoking policyPositive about disabled peoplePathway to excellenceCare quality commission - GoodMindful employer.  Being positive about mental health.Disability confident committedRNIBArmed Forces Covenant

Documents to download

Apply online now

Further details / informal visits contact

Name
Kuldip Jaj
Job title
Service Desk Manager
Email address
[email protected]
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