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Service Desk Analyst

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Service Desk Analyst – NICE (Band 5)

NICE – The National Institute for Health and Care Excellence is recruiting a Service Desk Analyst in Manchester. This permanent NHS-related IT support role offers a salary of up to £39,043 per year and welcomes applications from candidates who require Skilled Worker visa sponsorship.

Job Overview

  • Employer: NICE – The National Institute for Health and Care Excellence
  • Job Title: Service Desk Analyst
  • Salary: £32,073–£39,043 per year
  • Band: Band 5
  • Location: 3rd Floor, 3 Piccadilly Place, Manchester, M1 3BN
  • Contract: Permanent
  • Working Pattern: Full-time
  • Visa Sponsorship: Applicants requiring current Skilled Worker sponsorship are welcome and will be considered alongside other applicants.
  • Closing Date: 21 November 2026
  • Reference Number: 907-939-DIT-A
  • Job Advert Reference: G9907-26-0130

About the Role

NICE is looking for a Service Desk Analyst to provide first-line and second-line IT support to customers. You will be the first point of contact for enquiries and service requests, investigating technical issues, diagnosing faults and resolving problems where possible.

The role covers internal desktop services and externally facing services developed in-house. You will also support users with accessibility requirements, including the integration and use of assistive technologies.

Key Responsibilities

  • Provide first-line and second-line investigation, diagnosis and technical support.
  • Work towards a 75% first-time fix target.
  • Resolve or escalate incidents, service requests and technical problems in line with customer service standards.
  • Take ownership of customer issues and requests until they are fully resolved.
  • Act as the main point of contact for customers throughout the resolution process.
  • Work with engineering teams to identify solutions, fixes and workarounds.
  • Document technical solutions and share knowledge with colleagues.
  • Support accessibility requirements and reasonable adjustments involving desktop hardware, software and assistive technology.
  • Manage incidents in accordance with service-level agreements (SLAs).

Essential Qualifications

Applicants should be able to demonstrate the following:

  • ITIL v4 Foundation certification or evidence of actively working towards it.
  • Microsoft 365 Fundamentals certification.
  • At least one additional relevant Microsoft certification, such as Microsoft Teams Administrator or SharePoint Administrator, or equivalent apprenticeship or training relating to end-user applications such as SharePoint, OneDrive and Teams.

Essential Knowledge and Experience

Candidates should demonstrate:

  • Experience working in an IT service support function at second-line level.
  • Knowledge of technologies used in end-user services, including email, SharePoint, Microsoft Teams, OneDrive, Windows operating systems, Mobile Application Management, desktop hardware and audiovisual systems.
  • Experience managing incidents and working within service-level agreements.
  • The ability to learn the administration and configuration of systems and services beyond their existing area of knowledge.

Desirable Qualification

  • SDI Service Desk Analyst certification or an equivalent industry qualification.

Applicants should address the essential criteria in their application and demonstrate the required competencies throughout the recruitment process.

Salary and Benefits

NICE offers a range of benefits, including:

  • Annual salary: £32,073–£39,043.
  • Generous NHS Pension: Access to a valuable pension scheme.
  • Annual leave: 27 days plus bank holidays at the start of employment.
  • Flexible working: Options may include remote working, compressed hours and flexible start and finish times.
  • Exclusive discounts: Access to savings on shopping, dining and other purchases through a Blue Light Card.
  • Career development: Personalised learning and development opportunities.
  • Inclusive staff networks: Opportunities to join networks supporting equality, disability advocacy and LGBTQ+ inclusion.

Visa Sponsorship Information

NICE explicitly states that applications from job seekers who require current Skilled Worker visa sponsorship to work in the UK are welcome and will be considered alongside all other applications.

This is a positive opportunity for eligible applicants seeking UK employment with an employer that accepts applications from candidates requiring sponsorship. However, sponsorship is not guaranteed, and applicants must meet the applicable immigration and role requirements.

Applicants who require a criminal record certificate for overseas residence should also review the relevant UK government guidance.

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Disclosure and Barring Service (DBS) Check

The post is subject to a Disclosure and Barring Service check under the Rehabilitation of Offenders Act (Exceptions Order) 1975.

How to Apply

To apply, visit the official NHS Jobs vacancy page and follow the application instructions. Review the essential qualifications and experience carefully, and provide clear examples demonstrating how you meet the person specification.

Closing date: 21 November 2026.

Employer Contact

For questions about the role, contact:

  • Contact: Tanya Slinn, Associate Director, End User Services
  • Email: tanya.slinn@nice.org.uk

Employer website: https://www.nice.org.uk/

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