About this role
Job summary
Closing date: 10.09.2026
Shortlisting to take place: 11.09.2026
Interviews to commence: 21.09.2026
Due to current Home Office Guidelines, Bradford Teaching Hospitals NHS Foundation Trust is unable to provide sponsorship for this role.
Be the friendly, knowledgeable voice that helps keep digital services running across Bradford Teaching Hospitals NHS Foundation Trust.
We are looking for an enthusiastic, customer-focused Service Desk Analyst to join our busy IT Service Desk team. This is an exciting opportunity to play a vital frontline role supporting colleagues across the Trust, helping them resolve IT issues quickly, confidently and professionally so they can continue delivering safe, high-quality care for our patients.
Please note this is a fully onsite post located at Bradford Royal Infirmary, BD9 6RJ.
Main duties of the job
As an IT Service Desk Analyst, you will be responsible for providing technical support and assistance to our internal users, ensuring smooth operation of our IT systems and delivering excellent customer service.
The successful applicants will join a busy Service Desk and will play a key part in supporting the trusts 6,000+ staff and various key services.
Be the first point of contact within Digital, Data & Technology (DDaT) for all queries, incidents, problems and requests. Accurately log Informatics-related calls for incidents, problems and requests received by telephone, electronically or in person using the SupportWorks incident workflow system. To use the appropriate network administration tools to create, amend, administer user accounts and perform network administration. Monitor open calls against agreed SLAs (Service Level Agreements) and chase progress with assigned technicians as appropriate. Agree with the user when a full resolution has been implemented that the call can be closed and to close the call and obtain feedback from users to support the department's culture of continuous improvement. Identify trends in incidents to the Supervisor in order that effective problems management can be implemented and escalated as appropriate. To answer the telephone professionally, respond promptly to requests by email and record all calls accurately on the SupportWorks incident workflow system.
About us
Our People Charter outlines the behaviours we can expect from one another and what you can expect from Bradford Teaching Hospitals Foundation Trust:
We value people We are one team We care We're keen to meet people who share these values and are passionate about delivering the highest quality of care to our patients.
Job description Job responsibilities
Please see detailed Person Specification and Job Description attached to this advert for more information.
Person Specification
Values Essential
We are one team We care We value people
Experience Essential
Experience of working in an IT Service Desk environment. Experience of handling / resolving IT related queries within agreed SLA timeframes, escalating as necessary.
Skills Essential
Ability to follow scripted solutions to resolve incidents at the point of contact Ability to plan, organise and prioritise a broad range of complex activities to meet tight SLA and KPI deadlines. Specialist knowledge of Desktop hardware, software, printers and associated peripherals support within a server and client domain / workgroup environment Ability to take ownership and be able to communicate escalations to a range of stakeholders. Excellent written and verbal communication skills Substantial customer facing Skills Ability to analyse situations / information to identify and resolve a range of problems
Knowledge Essential
Understanding of Information Governance and Confidentiality, Attentive to details and able to accurately record data Knowledge of a range of relevant hardware and software Knowledge of ITIL Service Management Knowledge of remote user technologies
Qualifications Essential
GCSE Math's and English (A-C) or equivalent. Customer service trained or equivalent experience Higher National Certificate / Diploma or equivalent or relevant experience
Desirable
ITIL Foundation
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Bradford Teaching Hospitals NHS Foundation Trust
Address Bradford Royal Infirmary
Bradford
BD9 6RJ
United Kingdom
Employer's website https://www.bradfordhospitals.nhs.uk (Opens in a new tab)