Service Desk Analyst

Service Desk Analyst

This vacancy is not eligible for Visa Sponsorship. Please do not apply unless you have another means of establishing a right to work.

Job Summary

The role is first / second line IT support, and you will log incidents, agree priorities and utilise remote support to resolve up to 80% of issues at point of contact.

You will be involved in many aspects of the DDTS service provided to our customers and respond to contacts via phone, self-service and email working within defined service level agreements.

You will have a passion for providing excellent customer service, keeping the customer up to date with status and progress, as well as escalating and liaising with other service providers for incidents requiring specialist help.

Main duties of the job

In this role your responsibilities will include: -

• Providing front-line support for national IT systems and services to all our customers in NHSBT.
• To minimise the adverse effect of incidents by ensuring that normal service is restored in an effective and timely manner, and within defined service level agreements.
• To take ownership of all Service Requests, ensuring that they are recorded accurately, and that via utilisation of the knowledge base appropriate resources are applied, and will be responsible for handling requests throughout the incident management lifecycle within agreed SLA & KPI timescales.
• Escalation and liaison with other service providers for incidents requiring specialist help.
• Understanding and utilising remote support and management tools to assist in ongoing management and resolution of incidents.
• To contribute to the expansion and maintenance of the knowledge base
• Maximising customer satisfaction at every interaction and resolve as many incidents at First Contact as possible.

You will be required to work within a shift pattern covering current core service hours of 8am to 5pm Mon-Fri.

About You

Experience and Knowledge

• Experience in an IT Service Desk OR IT Support environment with some first- or second-line technical expertise/experience
• Significant experience of providing IT technical support in a national multi-site or international organisation and understanding of the technical terms used in IT
• Experience of remotely providing support in a Windows environment
• Experience and understanding of support in a thin client environment
• Developed knowledge of and experience of dealing with voice and mobile telecommunications.
• Experience of working with Microsoft Office packages (Word, Excel and PowerPoint).
• Experience of using and contributing to a knowledge base containing technical or support information.
• Excellent keyboard skills, to enable fast and accurate logging of call details whilst engaging in telephone conversations with customers

Qualifications and Training

• Degree or equivalent in a relevant subject e.g. computing OR equivalent relevant experience to degree level
• NVQ level 2 in a customer service environment, or equivalent experience.
• Demonstrate commitment to own Continued Professional Development (CPD).

Please view the attached recruitment profile which is a summary of the detailed Job Description and Person Specification for the full personal attributes we require for the role. You will need to demonstrate these throughout the recruitment process.

About Us

It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, you’ll join a team of more than 6,000 people who are making a genuine difference to communities, families, friends, relatives and more across the UK. We play a unique and special role in the NHS by helping people do something extraordinary- donate blood, blood products, organs, tissues, or stem cells to save someone in need.

Our three core values are what set us apart. They guide and inspire everything we do. By being caring, expertly meeting the needs of our patients and our people, and accepting nothing less than the best quality, we can do extraordinary work and help our people to do something extraordinary in their career, too.

Three small words, one big difference - Caring, Expert and Quality. Together we'll save and improve more lives than ever.

You will join us on our journey to create an inclusive workplace and aim to reflect the diverse communities we work with, and we positively encourage applications from all sectors of the community.

What we offer:

• NHSBT promotes flexible working opportunities where the role will allow.
• 27 days annual leave (pro rata for part-time) plus Bank Holidays, increasing to 29 days after 5 years’ service and to 33 days after 10 years.
• NHS pension scheme. The NHS Pension Scheme is a defined benefit scheme (not dependent on investment returns) Further details and outline of benefits can be found at: www.nhsbsa.nhs.uk/pensions
• We’ve fostered a culture of continuous learning where colleagues are well-led, engaged, and encouraged to grow. We support you in reaching your full potential, both in your current role and future career. Our Thrive program embodies our commitment to learning and development, offering a wide range of activities to support your personal and professional growth. It’s open to everyone at NHSBT, ensuring you have the resources to succeed and shine in your role.

This vacancy will close at 23:59 on 26th November 2025.NHSBT reserves the right to close this job vacancy early if a high volume of applications is received.

Interviews are anticipated to be held w/c 8th December 2025 subject to confirmation

For informal enquiries please contact Karen George, Service Desk Manager on