NHS Band 5 IT Support Technician

About the Role

We are looking for a Service Desk Analyst to join our IT Services team, providing high-quality first-line support to a wide and varied user base. You will act as the ‘customer champion,’ ensuring reported difficulties are managed effectively through to resolution, while delivering a professional and customer-focused service.

This role requires strong IT support experience, a sound understanding of ITIL practices, and excellent communication skills. You’ll be part of a team that plays a critical role in maintaining reliable IT services to staff, patients, and stakeholders.

Duties & Responsibilities

• Act as the primary contact for users, ensuring all incidents and requests are logged, tracked, and resolved in line with service levels.
• Develop and maintain strong working relationships with customers and service users.
• Maintain databases and information flows that support service management, including carrying out audits and producing scheduled/ad hoc reports.
• Communicate with the customer base regarding downtime, service changes, and incident updates.
• Resolve user issues promptly, drawing on first principles and previous experience.
• Shadow colleagues to build knowledge of supported systems and improve response to user queries.
• Maintain ITIL awareness, ensuring professional service delivery.
• Monitor and report on performance against Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Manage requests for change in line with the National Change Management process.
• Produce management reports highlighting trends, risks, and abnormal system performance.
• Contribute to documentation, procedures, and the development of updated working practices.
• Support colleagues by demonstrating tasks, sharing knowledge, and contributing to team development.
• Operate safely and effectively in line with Health, Safety & Wellbeing (HSW) and professional policies.

Essential Experience

• Providing first-line IT support in a Service Desk environment within the NHS
• Supporting a large and varied user base in IT systems.
• Working in an ITIL service environment.
• Meeting SLA targets and managing workloads effectively.
• Delivering high-quality customer service.
• Educated to A-level, diploma, or equivalent experience.
• Commitment to continuing professional development.
• ITIL Foundation Certificate (or equivalent experience).
• Good understanding of IT infrastructure at a technical level.
• Awareness of NHS standards and legal requirements relating to Information Governance and Security.
• Strong and effective communication skills
• Ability to learn new technologies and IT systems quickly.
• Analytical problem-solving skills.

*Rates depend on experience and client requirements