This role is to cover maternity leave until the 6th Feb 2026. As a Service Desk Analyst at Surrey and Borders NHS Trust, you will be the first point of contact for IT support, providing prompt and effective assistance to users. Your role involves resolving incidents and service requests, maintaining an up-to-date knowledge base, and contributing to a high-performing team with a strong reputation for excellence. You’ll also have the opportunity to work on IT projects, enhance your skills through training, and gain exposure to advanced tools and systems. This is a fantastic opportunity for someone passionate about delivering exceptional IT support and growing their career in a trusted NHS environment.
Main Duties

KNOWLEDGE MANAGEMENT:

Update and maintain the knowledge base with accurate and relevant information.
Use the knowledge base to deliver consistent and efficient resolutions.
Identify gaps in knowledge articles and collaborate with the team to create new content.

WHAT YOU’LL DO:

Act as the first point of contact for all IT support requests via phone and ticketing systems.
Diagnose and resolve incidents and service requests efficiently, aiming for first-contact resolution.
Escalate complex issues to appropriate specialist teams when necessary.
Maintain and update the knowledge base to ensure accurate and accessible support information.
Provide excellent customer service, ensuring user satisfaction and upholding the trust and reputation of the Service Desk.
Collaborate on IT projects to contribute to team development and improve service delivery.
Assist in testing and deploying new tools and technologies as required.
Participate in regular training to build and expand your technical skillset.

JOB PURPOSE:

As a Service Desk Analyst, you will provide first-line IT support to users across Surrey and Borders NHS Trust. You will work closely with the Service Desk Team Leader, Service Delivery Manager, and the wider Service Desk team to ensure incidents and service requests are resolved promptly and efficiently. This role is pivotal in maintaining the high trust and reputation of the IT service while supporting continuous improvement through collaboration on projects, training, and innovation.
Main Responsibilities

GENERAL DUTIES:

Ensure all work complies with Trust policies, procedures, and security protocols.
Support team initiatives to improve service delivery and efficiency.
Undertake other duties as directed by the Service Desk Team Leader or Service Delivery Manager.