NHS Business Services Authority

Service Desk Analyst

The closing date is 04 August 2025

Job summary

Are you looking for an opportunity to play an integral role in the support of IT services to the NHSBSA and our customers? We are looking for a Service Desk Analyst to join our team.

The IT Service Desk is the central point of contact for all digital and technology related incidents, service requests and queries. The role of the Service Desk Analyst is to provide first and second line support for all NHSBSA employees. The Service Desk Analyst is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands.

You will be based out of either Newcastle or Fleetwood, with occasional travel between the two locations.

What do we offer? o 27 days leave (increasing with length of service) plus 8 bank holidays o Flexible working (we are happy to discuss options such as compressed hours) o Flexi time o Hybrid working model (we are currently working largely remotely) o Career development o Active wellbeing and inclusion networks o Excellent pension o NHS Car lease scheme o Access to a wide range of benefits and high street discounts!

Main duties of the job

As a Service Desk Analyst, you will:

Diagnose and resolve software and hardware incidents across a range of software applications and escalate these to the appropriate resolver group if required.
Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary (to own the issue until it is resolved).
Add to and ensure the knowledge base and knowledge records are accurate, up to date and relevant for our customers and technology teams.
Accurately record, update and document requests using the IT service desk system.
Manage access to applications and technology systems through effective access management (User Accounts).
Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
Build and maintain productive working relationships across the organisation.
Analyse, interpret and report information and knowledge of technical subjects and concepts to influence decisions.
Use incident, problem, request and change management processes and systems to support the successful implementation of system enhancements and fault resolutions, in a timely manner.
Communicate complex information effectively across a wide range of people and levels of understanding, including both technical and non-technical audiences.

About us

Here at the NHS Business Services Authority (NHSBSA), what we do matters.We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we're proud to be part of something meaningful, that touches millions of lives.We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.As one of the UK's Best Big Companies to work for, we're connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.We are people connected to care.

Date posted

21 July 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£26,530 to £29,114 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

914-BSA7274415

Job locations

Stella House

Goldcrest way, Newburn Riverside

Newcastle Upon Tyne

NE15 8NY

Job description

Job responsibilities

In this role, you are accountable for

1. Managing your own time and work commitments/deadlines.

2. To diagnose and resolve software and hardware incidents across a range of software applications and escalate these to the appropriate resolver group if required.

3. To assist all our users with any logged IT related incident when called upon.

4. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary (to own the issue until it is resolved).

5. Add to and ensure the knowledge base and knowledge records are accurate, up to date and relevant for our customers and technology teams.

6. To accurately record, update and document requests using the IT service desk system.

7. To install and configure new IT equipment.

8. To manage access to applications and technology systems through effective access management (User Accounts).

9. To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

10. Building and maintain productive working relationships across the organisation.

11. Analysing, interpreting and reporting information and knowledge of technical subjects and concepts to influence decisions.

12. Using incident, problem, request and change management processes and systems to support the successful implementation of system enhancements and fault resolutions, in a timely manner.

13. Maintaining an awareness of your own development needs, actively seeking development opportunities to enhance your own skills and knowledge, generating creative and innovative ideas.

14. Communicating complex information effectively across a wide range of people and levels of understanding, including both technical and non-technical audiences.

Financial Management

15. Maintain an awareness of financial and personal implications in the use of a range of resources.

Relationship Management

16. Engaging in partnership working with other individuals, groups and agencies.

Information Management

17. Maintain an awareness of agreed service levels, KPI's and standards within team, reviewing own performance and adapt own approach to maximise the delivery to support and meet agreed standards.

Job description

Job responsibilities

In this role, you are accountable for

1. Managing your own time and work commitments/deadlines.

2. To diagnose and resolve software and hardware incidents across a range of software applications and escalate these to the appropriate resolver group if required.

3. To assist all our users with any logged IT related incident when called upon.

5. Add to and ensure the knowledge base and knowledge records are accurate, up to date and relevant for our customers and technology teams.

6. To accurately record, update and document requests using the IT service desk system.

7. To install and configure new IT equipment.

8. To manage access to applications and technology systems through effective access management (User Accounts).

9. To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

10. Building and maintain productive working relationships across the organisation.

11. Analysing, interpreting and reporting information and knowledge of technical subjects and concepts to influence decisions.

12. Using incident, problem, request and change management processes and systems to support the successful implementation of system enhancements and fault resolutions, in a timely manner.

13. Maintaining an awareness of your own development needs, actively seeking development opportunities to enhance your own skills and knowledge, generating creative and innovative ideas.

14. Communicating complex information effectively across a wide range of people and levels of understanding, including both technical and non-technical audiences.

Financial Management

15. Maintain an awareness of financial and personal implications in the use of a range of resources.

Relationship Management

16. Engaging in partnership working with other individuals, groups and agencies.

Information Management

17. Maintain an awareness of agreed service levels, KPI's and standards within team, reviewing own performance and adapt own approach to maximise the delivery to support and meet agreed standards.

Person Specification

Personal Qualities, Knowledge and Skills

Essential

Working collaboratively within a team setting
Working under general direction whilst taking the initiative and responsibility for delivery of individual tasks
Managing call closure
Analysis of requirements, design and development of applications to meet business needs

Desirable

Awareness of digital channel shift and approaches
Analysis and investigation of ICT issues, within new and existing services to enable business continuity and resolve major incidents
Experience of ITSM tools, design configuration or operation

Experience

Essential

Performing a range of varied work activities in a variety of structured environments
Communicating technical information to both technical and non-technical people
Writing and maintaining system documentation
Customer Services background or previous experience on a dynamic Service Desk
Strong attention to detail in logging support calls, updating call details
Experience supporting Desktop hardware and Software

Desirable

Meeting strict service requirements (KPIs, SLAs, OLAs)
Experience of ITSM tools, design configuration or operation
Experience of tools such as SCCM, MDM, office365

Qualifications

Essential

ITiL v4 Foundation qualified or willing to work towards
Relevant experience of the subject matter

Desirable

NVQ 3 in IT or Customer Service
Qualifications in appropriate IT certification (e.g. TOGAF, Agile, ISTQB, MCP etc)

Person Specification

Personal Qualities, Knowledge and Skills

Essential

Working collaboratively within a team setting
Working under general direction whilst taking the initiative and responsibility for delivery of individual tasks
Managing call closure
Analysis of requirements, design and development of applications to meet business needs

Desirable

Awareness of digital channel shift and approaches
Analysis and investigation of ICT issues, within new and existing services to enable business continuity and resolve major incidents
Experience of ITSM tools, design configuration or operation

Experience

Essential

Performing a range of varied work activities in a variety of structured environments
Communicating technical information to both technical and non-technical people
Writing and maintaining system documentation
Customer Services background or previous experience on a dynamic Service Desk
Strong attention to detail in logging support calls, updating call details
Experience supporting Desktop hardware and Software

Desirable

Meeting strict service requirements (KPIs, SLAs, OLAs)
Experience of ITSM tools, design configuration or operation
Experience of tools such as SCCM, MDM, office365

Qualifications

Essential

ITiL v4 Foundation qualified or willing to work towards
Relevant experience of the subject matter

Desirable

NVQ 3 in IT or Customer Service
Qualifications in appropriate IT certification (e.g. TOGAF, Agile, ISTQB, MCP etc)

Employer details

Employer name

NHS Business Services Authority

Address

Stella House

Goldcrest way, Newburn Riverside

Newcastle Upon Tyne

NE15 8NY

Employer's website

https://careers.nhsbsa.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

NHS Business Services Authority

Address

Stella House

Goldcrest way, Newburn Riverside

Newcastle Upon Tyne

NE15 8NY

Employer's website

https://careers.nhsbsa.nhs.uk/ (Opens in a new tab)