Job summary
We are seeking a customer-focused and proactive IT Service Desk Analyst to join our IT team. Acting as the primary point of contact for IT support, you will provide first-line technical assistance to users across the organisation, ensuring a high-quality and efficient service is delivered in line with agreed Service Level Agreements (SLAs).
This is an excellent opportunity for an IT professional who enjoys problem-solving, delivering outstanding customer service, and working in a fast-paced support environment.
Key Responsibilities- Act as the main point of contact for all IT Service Desk enquiries, incidents, and service requests.
- Provide first-line technical support for desktops, laptops, mobile devices, peripherals, applications, and IT systems.
- Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues within agreed SLAs.
- Log, manage, and prioritise incidents and service requests using the IT service management system.
- Escalate complex issues and requests to 2nd and 3rd line support teams, or external suppliers, ensuring timely resolution.
- Keep users informed of progress and resolutions, delivering excellent customer service throughout.
- Maintain accurate records of incidents, requests, and solutions.
- Contribute to continuous improvement initiatives and knowledge base documentation.
Main duties of the job
Provide first-line IT and telecommunications support as part of the IT Service Desk team, delivering excellent customer service and technical assistance to users across the organisation. Act as a primary point of contact for IT-related queries, troubleshooting and resolving a wide range of issues remotely using support tools where possible. Monitor and manage service desk requests, maintain accurate records within the call logging system, support user account administration, and ensure incidents and service requests are handled efficiently and escalated appropriately when required.
About us
Oxford Health is a great place to work and to be able to showcase the best of yourself when making an application please read the "candidate guide to making an application" and ensure your supporting statement is tailored to the role you are applying for and addresses any essential criteria.
As a Trust we provide physical, mental health and social care for people of all ages across Oxfordshire, Buckinghamshire, Swindon, Wiltshire, Bath and Northeast Somerset. Our services are delivered at community bases, hospitals, clinics and people's homes, delivering care as close to home as possible. Our vision is that no matter who you are or where you are, you will tell us that you receive: "Outstanding care delivered by an outstanding team"
Our values are: "Caring, safe and excellent"
We offer a wide range of benefits designed to support your career and wellbeing. These include:
o Excellent opportunities for career progressiono Access to tailored individual and Trust wide learning and developmento 27 days annual leave, plus bank holidays, rising to 33 days with continuous serviceo NHS Discount across a wide range of shops, restaurants and retailerso Competitive pension schemeo Lease car schemeo Cycle to work schemeo Employee Assistance Programmeo Mental Health First Aiderso Staff accommodation (please note waiting lists apply)o Staff networking and support groups hosted by our Equality, Diversity & Inclusion team
Details
Date posted
06 July 2026
Pay scheme
Agenda for change
Band
Band 4
Salary
£28,392 to £31,157 a year per annum | pro rata
Contract
Permanent
Working pattern
Full-time
Reference number
267-CS8049299
Job locations
Littlemore Mental Health Centre
Oxford
OX4 4XN
United Kingdom
Employer details
Employer name
Oxford Health NHS Trust
Address
Littlemore Mental Health Centre
Oxford
OX4 4XN
United Kingdom
Employer's website
https://www.oxfordhealth.nhs.uk (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Supporting documents
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