1st Line Support, Service Desk, Helpdesk, NHS

Job DescriptionNHS Digital Service Desk Analyst ContractLocation: MiddlesexContract Type: 6 Months initial Duration 100% on site at HospitalAbout the Role:We are looking for a motivated Digital Service Desk Analyst to join our NHS Digital Services team. As the first point of contact for all digital services within the Trust and for external customers, you will deliver consistently high-quality customer service and technical support. In this front-facing, first-line support role, you will be responsible for resolving digital infrastructure and application issues, escalating when necessary, and providing administrative assistance to ensure seamless service delivery.Key Responsibilities:Provide first-line support for all Trust digital systems and applications via telephone, email, self-service, and face-to-face interactions.Accurately log, categorize, and prioritize all incoming support requests, ensuring timely resolution or appropriate escalation.Administer and configure user access and settings for Trust-managed digital resources and applications.Perform routine administrative tasks associated with digital services, including user account management and application configuration.Offer technical support for end-user devices such as desktops, laptops, printers, tablets, phones, and Microsoft Office applications.Assist in resolving service-related incidents, providing clear and understandable explanations to customers.Communicate effectively with all stakeholders, translating technical terms into simple language.Work closely with the Digital Infrastructure and Applications team to protect the Trust from cyber security threats, proactively identifying and escalating risks when necessary.Skills and Experience Required:Previous experience in IT support services within a large organization, ideally within the NHS or healthcare sector.Knowledge of NHS IT systems and clinical applications.Excellent communication skills, with the ability to explain technical issues in simple terms.Proficiency in Microsoft Windows systems, Microsoft Office, and other common IT applications.A basic understanding of ITIL principles.Calm, logical approach to problem-solving and a customer-focused mindset.Why Join Us?By joining our Digital Services team, you will play a vital role in supporting the digital infrastructure that helps deliver essential services to patients and staff. This is an opportunity to develop your IT skills while contributing to the ongoing success of the NHS.