Service Desk Analyst
NICE – The National Institute for Health and Care Excellence
Manchester, M1 3BNView on map(opens Google Maps in a new tab)
Salary
£32,073 to £39,043
Contract
Permanent
Hours
Not specified
Closing date
21 October 2026
2 days leftJob description
This role acts as the first contact point for customers, handling a wide range of enquiries and service requests. Performs initial investigation and d...
Provides 1st and 2nd line investigation, diagnosis and support with a performance target of 75% first fix. Applies customer service standards to resolve or escalate issues, incidents and problems.
Owns the customer issue/request until final resolution is achieved and acts as single point of contact for the customer.
Works with engineering roles to identify fixes and workarounds and then documenting and sharing the learning with colleagues.
A core specialism of the role is supporting end user accessibility needs and reasonable adjustments for desktop services (hardware and software) eg integration and support of assistive technology.
To be considered for this role, you should be able to particularly demonstrate the person specification criteria in the job advert in your application. However, applicants should be able to demonstrate all essential criteria through the entirety of the recruitment process to be considered for the job. Please see job description attached for full list of responsibilities.
We are passionate and proud of the work we do and the impact we make.
Generous NHS PensionSecure your future with one of the most rewarding pension schemes in the UK.
Flexible workingEnjoy a healthy work-life balance with options like remote working, compressed hours and flexible start/finish times.
Exclusive discountsSave on shopping, dining and more with a Blue Light Card.
Time to rechargeStart with 27 days' annual leave plus bank holidays.
Inclusive staff networksJoin supportive communities like Women in NICE, Race Equality Network, Disability Advocacy and NICE and Proud - we celebrate diversity.
Tailored developmentGrow your career with personalised learning and development opportunities.
Qualifications
Essential: - ITIL v4 Foundation or demonstrably working towards this
Knowledge
Essential
- Describe your knowledge and experience of a range of technologies relevant to end user services eg: email, SharePoint, MS Teams and OneDrive, Windows O/S, Mobile Application Management, desktop hardware, AV systems
Experience
Essential: - Experience of working within an IT service support function at 2nd line
Qualifications
Essential
- Microsoft 365 Fundamental and at least one of: Microsoft Teams Administrator, SharePoint Administrator or similar Microsoft certification or apprenticeship/other training modules (eg Microsoft Learn) relating to supporting end user applications like SharePoint, OneDrive and Teams.
Qualifications
Desirable: - SDI Service Desk Analyst certification or similar industry equivalent
Knowledge
Essential: - Provide examples of where you have demonstrated your ability to learn administration and configuration of systems and services outside your usual knowledge
Experience
Essential: - Experience of managing incidents and working within service level agreements (SLAs)
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
14 October 2026
Last checked
15 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.
Similar roles
Explore related