Moorfields Eye Hospital, London, Fellowship
Service Desk Analyst
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YOU MAKE US MORE
Join Moorfields Eye Hospital NHS Foundation Trust
At Moorfields, people’s sight matters—and so do the people who make it possible.
For over 200 years, Moorfields has been at the forefront of ophthalmic care, research, and education. With more than 2,300 dedicated team members and over 700,000 patients seen annually across our City Road site and 22 networked sites, we are proud to be a global centre of excellence.
We're also a vibrant community where kindness, equity and excellence shape every aspect of our work. Whether it’s pioneering research through our partnership with UCL Institute of Ophthalmology and Moorfields Biomedical Research Centre or training the next generation of global eye care leaders, we’re united by one mission—delivering world-class eye health, sustainably and at scale.
And we’re just getting started.
From 2027, we’ll move to our brand-new Oriel site in St Pancras, Camden—a state-of-the-art centre that will unite eye care, research, and education under one roof. This groundbreaking facility, developed in partnership with UCL Institute of Ophthalmology and Moorfields Eye Charity, will enable transformative innovation and collaboration like never before.
Could you be part of this future? Make us more.
Job Overview
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 the service.
- 1 full time permanent post and potential for 1 full time fixed term contract.
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
Customer service management
- Resolve user requests to a minimum of the agreed service level agreement
- Empathise with the end user
- Use customer-focused metrics to achieve a satisfying outcome
- Ownership and initiative
- Own an issue until a new owner has been found or the problem has been mitigated or resolved
- Service focus
- Show an awareness of different products and services
Asset and configuration management
- Track log and correct information to protect assets and components
- Continual service improvement
- Show an awareness of developing process efficiency and common ways in which processes are optimised
- Support specific activities to improve development processes
- Spot or identify obvious deficiencies
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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.
Working for our organisation
At Moorfield's we provide more than just an excellent career and great colleagues to work with. We also offer:
- Salary including High-Cost Area Supplement
- Opportunity to join the NHS Pension Scheme
- Free 24/7 independent counselling service
- Learning and development opportunities
- Easy and quick transport links
- A range of attractive benefits and discounts
- Access to Blue Light Card and other NHS Discount Schemes
- Free Pilates classes
- Full support and training to develop your skills
- Flexible working friendly organisation
And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.
Detailed Job Description And Main Responsibilities
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
Technical understanding
- Show an awareness of the relevant subject matter and a high-level understanding of what it involves
- User focus
- Show an awareness or understanding of user experience analysis and its principles
- Explain the purpose of user stories and the focus on user needs
Other Duties
- Participate in the on-call service
- Occasional work may be required outside of core business hours to support major projects/programs
- All other reasonable requests
Person specification
Knowledge & Experience
Essential criteria
- Experience of being part of user/customer-centric teams and delivering on continuous service improvement initiatives
- Experience in IT across range of areas
- Use Service Management, Quality Assurance Testing, and Delivery Management tooling
Desirable criteria
- Experience of working within a Service Management Framework (ITIL, etc) and expert working knowledge of key practices (incident, problem, change, service request, etc)
- Experience of solving complex problems for users through the use of technology
- Experience of management products / services in healthcare (NHS)
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Education/Qualification
Essential criteria
- Previous Service Desk Experience
Desirable criteria
- Service management qualification or equivalent experience (example: ITIL)
- Management / leadership qualification or equivalent experience
- Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)
Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory DBS disclosure and two references. We do not offer visa sponsorship for roles unless clearly stated in our adverts, so please consider this before applying.
Our commitment to equality, diversity and inclusion is at the heart of our organisational culture. As part of our pledge to take positive action in recruitment we encourage applications from under-represented candidates including BAME (Black, Asian, and Minority Ethnic) and Disabled candidates as we work towards a representative workforce that is able to provide the quality, the dignity and respect and to deliver above and beyond.
Moorfields is a flexible working friendly organisation, and we are committed to helping our employees achieve a work-life balance that is beneficial for health and wellbeing, motivation levels and job satisfaction. Every employee of the Trust has the right to request to work flexibly. Please speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
If we receive sufficient applications, we will close this ad prior to the closing date. You are advised not to delay submitting your completed application.
If you would like to discuss any reasonable adjustments before applying or would like an accessible version of any recruitment documents, please contact the recruitment team at moorfields.recruitment@nhs.net.
https://www.moorfields.nhs.uk/work-for-us
Employer certification / accreditation badges
Documents to download
- Service Desk Analyst Band 4 (PDF, 375.4KB)
- MEH Staff Benefits (PDF, 919.1KB)
- MEH Privacy Notice (PDF, 138.0KB)
Apply online now
Further details / informal visits contact
- Name: Kuldip Jaj
- Job title: Service Desk Manager
- Email address: kuldip.jaj@nhs.net
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