Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide first-line IT support and resolve technical issues for Trust staff.
- Company: Join GO Airport Shuttle & Executive Car, a diverse and inclusive employer.
- Benefits: Flexible working options, competitive salary, and opportunities for professional growth.
- Why this job: Be the go-to tech hero and make a real difference in people's work lives.
- Qualifications: Basic IT knowledge and a passion for helping others.
- Other info: Work in a dynamic environment with a focus on teamwork and continuous improvement.
The predicted salary is between 30000 - 42000 ÂŁ per year.
The Digital Service Desk Analyst is the first point of contact for all IT‑related support issues, providing effective first‑line technical support to Trust staff across all sites. The role involves responding to service requests and incidents via the Digital Operations call management system, delivering a high standard of customer service in line with Trust SLAs.
Responsibilities
- Act as the first point of contact for IT support queries via phone, email, self‑service, and walk‑in channels.
- Accurately log, categorise and progress incidents and requests in the IT Service Management system.
- Take ownership of tickets in personal queue, ensuring timely updates and resolution in line with SLAs.
- Resolve common first‑line technical issues and escalate complex problems to senior teams where necessary.
- Provide basic support across Service Desk specialisms, including NHS Mail and RA, clinical systems, end‑user computing, and onboarding/offboarding processes.
- Perform RA Agent duties including smartcard unlocking, passcode resets and account lifecycle support under RA Manager direction.
- Update asset and configuration records remotely to support SACM accuracy and lifecycle tracking.
- Recognise and escalate potential Major Incidents (MI) / Digital Business Continuity Incidents (DBCIs) in line with Trust protocols.
- Contribute to the creation and maintenance of knowledge base articles for first‑line tasks and known issues.
- Deliver a customer‑focused service by providing clear, empathetic and professional communication at all times.
- Support team collaboration through structured handovers, participation in service discussions and continuous improvement activities.
- Adhere to Trust policies on information governance, data protection and acceptable system use.
You will work in the East of England, a region with a mix of urban and coastal communities. We value diversity and encourage applications from under‑represented groups.
For a thorough and comprehensive understanding of the role, please consult the attached Job Description and Person Specification. If successful, pre‑employment checks will be conducted; failure to satisfy these checks may result in offer withdrawal.
How to apply:
- Read the advert and the attached documents.
- Complete the Supporting Statement indicating how you meet each criterion.
- Complete the online application; CVs will not be accepted.
We are an equal opportunity employer and support flexible working requests.
Digital Service Desk Analyst in Norwich employer: GO Airport Shuttle & Executive Car
Contact Detail:
GO Airport Shuttle & Executive Car Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Service Desk Analyst in Norwich
✨Tip Number 1
Get to know the company! Research GO Airport Shuttle & Executive Car and understand their values and services. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Digital Service Desk Analyst, you'll need to deliver clear and empathetic support. Role-play common scenarios with friends or family to build your confidence in handling IT support queries.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and potentially lead to referrals, which can boost your chances of landing the job.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Make sure to highlight your relevant experience in your Supporting Statement, focusing on how you meet the criteria outlined in the job description.
We think you need these skills to ace Digital Service Desk Analyst in Norwich
Some tips for your application 🫡
Read the Job Description Thoroughly: Before you start your application, take a good look at the job description and person specification. This will help us understand what we're looking for and how you can showcase your skills effectively.
Craft a Strong Supporting Statement: Your supporting statement is your chance to shine! Make sure to address each criterion in the job description clearly. Use specific examples from your experience that demonstrate how you meet these requirements.
Keep It Professional Yet Personal: While we want you to be professional, don’t hesitate to let your personality shine through. A touch of authenticity can make your application stand out and show us who you really are!
Apply Through Our Website: Remember, we only accept applications through our website, so make sure to submit your application there. It’s straightforward and ensures your application gets to the right place without any hiccups!
How to prepare for a job interview at GO Airport Shuttle & Executive Car
✨Know Your Tech Basics
Brush up on common first-line technical issues that you might encounter in the role. Familiarise yourself with NHS Mail, clinical systems, and end-user computing. This will help you answer questions confidently and demonstrate your readiness to tackle support queries.
✨Understand the SLAs
Make sure you understand what Service Level Agreements (SLAs) are and how they apply to the role. Be prepared to discuss how you would ensure timely updates and resolutions for tickets, as this shows you’re serious about delivering a high standard of customer service.
✨Practice Empathetic Communication
Since the role involves providing clear and professional communication, practice responding to hypothetical IT support scenarios with empathy. Think about how you would reassure a frustrated user while guiding them through a solution.
✨Show Your Team Spirit
Be ready to talk about how you can contribute to team collaboration and continuous improvement. Share examples from past experiences where you participated in handovers or service discussions, as this highlights your ability to work well within a team.
