IT Service Desk Analyst (Sponsorship Available) – South London and Maudsley NHS Foundation Trust

Employer: South London and Maudsley NHS Foundation Trust
Job Title: IT Service Desk Analyst
Location: United Kingdom
Salary: £33,262 to £36,027 a year
Job Type: Full-time
Closing Date: 05 May 2026

Job Summary

The post holder will provide 1st level IT support services as part of the IT Service Desk for all IT Requests / Incidents whilst assisting and supporting the 2nd/3rd level engineers, for IT Service Management, empowering technology and process to ensure the users have the best possible experience and outcomes, both internally to IT and all IT Users within the Trust.

The post holder will assist in the provision of customer support, interfacing and maintaining business and supplier relationships.

They will also liaise with and provide 1st level assistance and support to external suppliers, contractors and other external call centres.

Career Progression & Development

Career Progression pathways and development opportunities:

We are committed to get the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties. For this role, we offer career pathways to Workspace Engineer. In addition, we offer ongoing training and development in Microsoft products, membership to the BCS.

Main Duties of the Job

IT Service Desk duties include:

• Handling telephone, email, and Instant Message (IM) requests for service and support
• Creating, updating, responding to, resolving, and closing incidents and service requests
• Ensuring all recorded data is complete, accurate, and valid
• Triage of user incidents and requests
• Prioritising and escalating calls in line with SLA’s and OLA’s
• Identifying trends that indicate underlying issues and escalating to management
• Creating and modifying user accounts
• Researching and troubleshooting incidents and requests
• Providing 1st line remote support for user devices (PCs, tablets, mobile phones)
• Completing scheduled “Business as Usual” tasks and checks
• Maintaining accurate audit records and documentation
• Following Trust, national policies, procedures, and legislation (including Data Protection Act and Misuse of Computers Act)

Flexible Working

As one of the few Trusts in London, South London and Maudsley NHS Foundation Trust offers flexible working as part of new ways of working.

• Working hours: Monday to Friday
• Time frame: 08:00 to 18:00
• May include participation in an out-of-hours rota
• Supports work-life balance

About the Organisation

South London and Maudsley NHS Foundation Trust is a small, dynamic, hardworking IT team based in the Bromley and Beckenham area.

Location Highlight: St Pauls

• Located in Bromley
• Less than 10 minutes from Bromley South, Bromley North, and Shortlands stations
• Close to Bromley Park green spaces
• Near a vibrant high street with shops and restaurants

Job Responsibilities

Service Desk Operations

• Respond to IT support requests via phone, email, IM, or digital tools
• Accurately diagnose, triage, and resolve technical issues
• Log all interactions using IT Service Desk systems
• Escalate incidents to appropriate teams with accurate information
• Identify urgent issues and escalate where necessary
• Monitor and manage user requests and satisfaction feedback

IT Support & Troubleshooting

• Remote support for hardware and software issues
• Active Directory account creation and modification
• Troubleshooting user incidents and service requests
• Supporting Windows 10/11 environments

Communication & Documentation

• Maintain clear, accurate records of all support activities
• Produce documentation and knowledge articles
• Communicate technical issues in clear, non-technical language
• Keep users informed throughout issue resolution

ITIL & Process Compliance

• Follow ITIL Service Desk principles:
  • Single Point of Contact (SPOC)
  • Incident lifecycle management
  • Clear communication and customer updates
  • Use of workarounds where needed
• Adhere to Trust and national IT policies

Collaboration & Improvement

• Work closely with IT teams and wider Trust departments
• Participate in meetings and training sessions
• Support improvements to Service Desk processes and knowledge base
• Maintain strong relationships with users, including clinicians and managers

Person Specification

Qualifications (Essential)

• Good general education (preferably GCSE level)
• Evidence of ongoing professional development

Qualifications (Desirable)

• ITIL v3 Foundation

Experience (Essential)

• Minimum 2 years in a fast-paced Service Desk environment
• Experience using remote support tools
• Experience with ITSM portals and Active Directory
• Ability to maintain accurate technical records
• Understanding of SLA’s and OLA’s
• Understanding of ITIL principles
• Strong motivation and desire for progression

Experience (Desirable)

• ServiceNow experience
• SCCM and Intune experience
• AD Manager experience

Skills & Knowledge (Essential)

• Strong knowledge of Windows 10/11
• Microsoft Outlook 365 (rules, permissions, folders, etc.)
• Excellent written and verbal communication skills
• Logical problem-solving approach
• Teamwork and collaboration skills
• Ability to produce high-quality documentation
• AD account creation and management

Desirable Skills

• Endpoint deployment tools knowledge
• Group Policy understanding
• Printer setup and troubleshooting
• Ability to interpret and simplify complex technical issues

Additional Information

• DBS check required under Rehabilitation of Offenders Act
• Skilled Worker sponsorship available (subject to eligibility and UKVI requirements)

How to Apply

If this opportunity interests you, head to the company’s official website for full details — click here to submit your application.