Service Desk Analyst: Sponsorship Available

NICE – The National Institute for Health and Care Excellence

Job summary

*Please note this is the same role advertised as 907-939-DIT, if you have already applied you do not need to apply again*

This role acts as the first contact point for customers, handling a wide range of enquiries and service requests. Performs initial investigation and diagnosis of customer issues, resolving them where possible or escalating as needed.

The scope of the role will include both end user desktop services within NICE and externally facing services built in house.

Main duties of the job

Provides 1st and 2nd line investigation, diagnosis and support with a performance target of 75% first fix. Applies customer service standards to resolve or escalate issues, incidents and problems.

Owns the customer issue/request until final resolution is achieved and acts as single point of contact for the customer.

Works with engineering roles to identify fixes and workarounds and then documenting and sharing the learning with colleagues.

A core specialism of the role is supporting end user accessibility needs and reasonable adjustments for desktop services (hardware and software) eg integration and support of assistive technology.

Person Specification

Qualifications

Essential

  • ITIL v4 Foundation or demonstrably working towards this

Knowledge

Essential

  • Describe your knowledge and experience of a range of technologies relevant to end user services eg: email, SharePoint, MS Teams and OneDrive, Windows O/S, Mobile Application Management, desktop hardware, AV systems

Experience

Essential

  • Experience of working within an IT service support function at 2nd line

Qualifications

Essential

  • Microsoft 365 Fundamental and at least one of: Microsoft Teams Administrator, SharePoint Administrator or similar Microsoft certification or apprenticeship/other training modules (eg Microsoft Learn) relating to supporting end user applications like SharePoint, OneDrive and Teams.

Qualifications

Desirable

  • SDI Service Desk Analyst certification or similar industry equivalent

Knowledge

Essential

  • Provide examples of where you have demonstrated your ability to learn administration and configuration of systems and services outside your usual knowledge

Experience

Essential

  • Experience of managing incidents and working within service level agreements (SLAs)

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Closing Date: 21 November 2026

To apply for this job please visit apps.trac.jobs.