Senior Service Desk Analyst

Job Advert Skip to main content Cookies on NHS Jobs We've put some small files called cookies on your device to help us make improvements to our site. To improve our site we'd also like to use cookies which will send information to Google Analytics. You can read more about our cookies before you choose. Accept analytics cookies Do not accept analytics cookies Jobs Menu Sign in Create an account English Cymraeg Menu Close menu Search Sign in Create an account Display in Welsh (Cymraeg) Search Sign in Create an account Display in Welsh (Cymraeg) BETA Your feedback will help us to improve this service. Moorfields Eye Hospital NHS Foundation Trust Senior Service Desk Analyst The closing date is 29 October 2026 Apply for this job Job summary We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around - empowering patients and service users; improving the experience navigating the healthcare system and joining up systems and data across to better meet the needs of citizens. This role is part of the IT Operations, who are responsible for: Maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users As IT subject matter experts, contributing to the design and development of new products and services Improving user experience in our systems and processes Proactively maintaining our IT service portfolio and reducing technical debt There are a number of different teams within IT Operations, aligned to specific user needs / services. Each IT service team will have a number of different services that form the service offering to end users. If you are interested please apply ASAP as we reserve the right to close this advert early if we receive a high volume of applications. Main duties of the job A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls. At this role level, you will: Own and update the script for service desk analysts Coach and develop one or more service desk analysts, and manage availability You will put people at the heart of everything you do - with a relentless focus on user experience and ensuring all our user needs are met across sites at Moorfields Eye Hospital NHS Foundation Trust. With the ever-increasing need and interest in the use of digital technology in healthcare, you will be part of a team of Digital, Data and Technology experts that delivers service improvements and keeps at the forefront of new technology. The service currently operates Monday to Friday between 8.00am - 6.00pm daily and you will be part of the rota system and the posts are based on site. About us At Moorfield's we provide more than just an excellent career and great colleagues to work with. We also offer: o Salary including High-Cost Area Supplemento Opportunity to join the NHS Pension Schemeo Free 24/7 independent counselling serviceo Learning and development opportunitieso Easy and quick transport linkso A range of attractive benefits and discountso Access to Blue Light Card and other NHS Discount Schemeso Free Pilates classeso Full support and training to develop your skillso Flexible working friendly organisation And so much more! To see the full range of benefits we offer please see our Moorfields benefits document. Details Date posted 26 October 2026 Pay scheme Agenda for change Band Band 5 Salary £38,488 to £46,852 a year per annum pro rata including HCAS - plus on call allowance Contract Permanent Working pattern Full-time, Flexible working Reference number 273-DC-8292019 Job locations City Road, Kemp House 152–160 City Road London EC1V 2PD United Kingdom Job description Job responsibilities Skills needed for this role Customer service management Maintain a high level of customer service and have the confidence to deal with complex complaints,