Digital Service Desk Analyst – Band 3

About the role

The Digital Service Desk Analyst (Band 3) will join the Trustwide IT Department, providing first‑line technical support to staff across the health and social care trust. This permanent position offers a structured career path within a public‑sector environment and embraces flexible working from day one.

Key responsibilities

• Respond to and resolve user incidents and service requests via phone, email and ticketing system.
• Log, classify and prioritize incidents in accordance with service level agreements.
• Escalate complex issues to higher‑level support teams while maintaining clear communication with users.
• Maintain accurate records of troubleshooting steps and resolutions.
• Contribute to knowledge‑base articles and continuous improvement of service desk processes.

Required profile

• Relevant IT qualifications or equivalent experience.
• Strong customer‑focused attitude with the ability to communicate technical information clearly.
• Commitment to flexible working arrangements and adherence to trust policies.

Required skills

What we offer

• Band 3 salary range £24,937 – £26,598 per annum.
• Permanent contract with opportunities for professional development.
• Flexible working options from the first day of employment.
• Supportive team environment within a leading health and social care organisation.