Isle of Wight NHS Trust

Service Desk Analyst

The closing date is 14 February 2026

Job summary

This vacancy is open to employees of Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust only.

Main duties of the job

Be the first point of contact for IT service users, dealing with all types of queries, requests for service and incident logging.

Log all support interactions accurately, ensuring comprehensive documentation is captured for troubleshooting and resolution purposes.

Assist with user account management tasks, including user provisioning, access permissions, and account maintenance.

Use technical skills and expertise to resolve identified IT issues and requests, either over the telephone or via remote support technologies.

Work as a team, forming part of an IT service desk, supporting a wide range of IT systems.

Provide excellent customer service, ensuring a positive and professional experience for service users seeking assistance.

Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities.

Adhere to Trust policies and procedures as required.

Occasionally be required to work flexibly to meet the demands of the service.

Respect the confidentiality of all matters that they may learn relating to their employment and other members of staff. All staff are expected to respect the requirements of the Data Protection Act 1998.

About us

Working as a partnership, both Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust have a shared vision for excellence in care for our patients and communities; with a set of strategic aims underpinning how we will achieve this.

The vision for our single corporate services is to:

Be an employer of choice for corporate talent, attracting and retaining people who share our values for excellence in care and welcome the opportunity to benefit from the broad range of flexible career and development opportunities we can offer.
Improve efficiency through simplified and standardised policies, processes, and systems, drawing on the best from both Trusts.
Do things once and reduce any duplication on transactional tasks giving corporate staff the ability to focus on higher value and more diverse activities.
Co-invest in the latest digital solutions and standardise our approach, meaning we do things once for both organisations.
Improve learning and development opportunities and sharing best practice, upskilling both Trusts.
Co-locate teams in purpose-built facilities on the Island and in Portsmouth to enable closer working and sharing.
Build resilience for individuals and our teams.

This vacancy is part of the Single Corporate Services Division

The single corporate service is delivered across both organisation. You may be based at either IWT or PHU and individuals may be required to undertake business travel between sites.

Date posted

02 February 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,937 to £26,598 a year

Contract

Permanent

Working pattern

Full-time

Reference number

C9470-26-0041

Job locations

Queen Alexandra Hosp, Southwick Hill Road, Cosham

Portsmouth

England

PO6 3LY

Job description

Job responsibilities

We are looking for an outstanding candidate who will help improve the effectiveness and value of health care delivery for Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust (the Trusts). This post is a member of the Group Digital Service, within the Information Technology (IT) function. Working as one service, to minimise the impact of IT services affecting service users and on patient care, support services and management by:

Providing first-line single point of contact for IT service users, dealing with technical issues and requests as required through to resolution.
Resolving maximum number of incidents, at first contact, within agreed timescales in line with service agreements.
Where relevant, escalation calls to second-line service desk staff.

Job description

Job responsibilities

Providing first-line single point of contact for IT service users, dealing with technical issues and requests as required through to resolution.
Resolving maximum number of incidents, at first contact, within agreed timescales in line with service agreements.
Where relevant, escalation calls to second-line service desk staff.

Person Specification

Qualifications

Essential

- Demonstrable communications and customer services skills in a workplace environment
- Working knowledge of Information Technology products
- Experience in the use of Windows operating systems and office 365

Desirable

- Formal IT qualification (e.g. HND in IT, Microsoft Specialist
- ITIL Foundation Certificate

Experience

Essential

Demonstrable communications and customer services skills in a workplace environment; Working knowledge of Information Technology products; Experience in the use of Windows operating systems and office 365.

Desirable

Formal IT qualification (e.g. HND in IT, Microsoft Specialist); ITIL Foundation Certificate.

Additional criteria

Essential

Be the first point of contact for IT service users, dealing with all types of queries, requests for service and incident logging.

Desirable

Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities.

Person Specification

Qualifications

Essential

- Demonstrable communications and customer services skills in a workplace environment
- Working knowledge of Information Technology products
- Experience in the use of Windows operating systems and office 365

Desirable

- Formal IT qualification (e.g. HND in IT, Microsoft Specialist
- ITIL Foundation Certificate

Experience

Essential

Demonstrable communications and customer services skills in a workplace environment; Working knowledge of Information Technology products; Experience in the use of Windows operating systems and office 365.

Desirable

Formal IT qualification (e.g. HND in IT, Microsoft Specialist); ITIL Foundation Certificate.

Additional criteria

Essential

Be the first point of contact for IT service users, dealing with all types of queries, requests for service and incident logging.

Desirable

Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities.

Employer details

Employer name

Isle of Wight NHS Trust

Address

Queen Alexandra Hosp, Southwick Hill Road, Cosham

Portsmouth

England

PO6 3LY

Employer's website

https://www.iow.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Isle of Wight NHS Trust

Address

Queen Alexandra Hosp, Southwick Hill Road, Cosham

Portsmouth

England

PO6 3LY

Employer's website

https://www.iow.nhs.uk/ (Opens in a new tab)