Service Desk Analyst | NICE - The National Institute for Health and Care Excellence

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.

Provides 1stand 2ndline 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.

We are passionate and proud of the work we do and the impact we make.

NICE offer

Generous NHS Pension

Secure your future with one of the most rewarding pension schemes in the UK.

Flexible working

Enjoy a healthy work-life balance with options like remote working, compressed hours and flexible start/finish times.

Exclusive discounts

Save on shopping, dining and more with a Blue Light Card.

Time to recharge

Start with 27 days’ annual leave plus bank holidays.

Inclusive staff networks

Join supportive communities like Women in NICE, Race Equality Network, Disability Advocacy and NICE and Proud – we celebrate diversity.

Tailored development

Grow your career with personalised learning and development opportunities.

To be considered for this role, you should be able to particularly demonstrate the person specification criteria in the job advert in your application. However, applicants should be able to demonstrate all essential criteria through the entirety of the recruitment process to be considered for the job. Please see job description attached for full list of responsibilities.

This advert closes on Wednesday 21 Oct 2026