Senior Service Desk Analyst
Croydon Health Services NHS Trust
Croydon, CR7 7YEView on map(opens Google Maps in a new tab)
Salary
£36,943 to £44,900
Contract
Permanent
Hours
Not specified
Closing date
31 October 2026
7 days leftJob description
We are seeking a highly motivated and experienced Senior Digital Analyst to support the delivery of high quality Digital Services across the Trust. As...
- Act as a senior escalation point for complex incidents, service requests, and major incidents.
- Support the day-to-day operation and continuous improvement of the Service Desk.
- Administer and maintain the Digital IT Service Management (ITSM) platform, ensuring it continues to meet operational and service delivery requirements, supports business processes, and delivers an effective user experience across Digital Services.
- Manage and develop ITSM processes, workflows, the Service Catalogue, and knowledge base.
- Monitor service performance, reporting on KPIs and identifying improvement opportunities.
- Promote self-service, automation, and knowledge management to improve user experience and efficiency.
- Support the implementation and transition of new digital services into business-as-usual support.
- Mentor and support Service Desk staff, sharing knowledge and best practice.
- Liaise with technical teams, suppliers, and stakeholders to ensure timely resolution of issues.
- Contribute to service improvement initiatives and Digital Services projects.
- Ensure digital services remain reliable, responsive, and aligned to the needs of Trust staff and patient care.
Croydon Health Services NHS Trust provides hospital and community services across Croydon through a range of clinics and specialist centres. Formed in August 2010 from the integration of Croydon Community Health Services and Mayday Healthcare NHS Trust, we employ around 4,100 staff serving a diverse population of over 360,000 people.
Our main site, Croydon University Hospital, is one of the busiest in London. We are also leading the way in delivering more healthcare in community settings and people's homes. Our district nursing teams, Allied Health Professionals and community matrons care for people of all ages across the borough.
Like the wider NHS, we are working hard to meet increasing demand. With the right people on board, we continue to innovate and transform our services to provide the highest quality care for local residents. We place strong emphasis on education, training and career development for all staff.
If you want to make a real difference, challenge yourself and be part of a Trust that's shaping local healthcare, Croydon Health Services could be the place for you.
At Croydon Health Services NHS Trust, we are committed to supporting flexible working arrangements. Applicants are encouraged to discuss any flexibility they may need during the recruitment process.
Education and Qualification
Essential: - Educated to degree level or equivalent experience; - ITIL V4 or V5 qualified; - Experience in good documentation skills; - Excellent communication skills
Desirable: - CompTIA Tech qualified or equivilant
Previous Experience
Essential
- Significant Experience in Customer Service focused role
- High level of experience managing ITSM tool including automation and workflows
- Experience of performance (SLA/KPI) management
- Experience in supporting users in a Digital Services environment
- Shows understanding of Cyber and Data Protection awareness
- Technical experience in Digital support
Desirable: - Displays enthusiasm for self-development; - Worked with AI Tools; - Good knowledge of complex applications
How to apply
Applications are handled entirely by the employer on the original advert. We do not collect CVs, supporting statements or application data.
Provenance
Source
NHS Jobs
First seen
23 October 2026
Last checked
24 October 2026
Salary, closing date and description are taken from the employer's advert. The original advert always takes precedence.
About the employer
NHS organisation
This listing was structured from NHS Jobs. Vacancy details and the application process remain the responsibility of the original source.
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