Contact Centre Analyst (Fixed & Mobile Support)
About this job
Job Advert Skip to main content
document.body.className = ((document.body.className) ? document.body.className + ' js-enabled' : 'js-enabled');
Cookies on NHS Jobs
We've put some small files called cookies on your device to help us make improvements to our site.
To improve our site we'd also like to use cookies which will send information to Google Analytics. You can read more about our cookies before you choose.
Accept analytics cookies Do not accept analytics cookies
Menu
Menu Close menu
BETA Your feedback will help us to improve this service.
West London NHS Trust Contact Centre Analyst (Fixed & Mobile Support)
The closing date is 24 September 2026
Job summary
We are delighted to offer an exciting opportunity for a Contact Centre Analyst (Fixed & Mobile Support) within the Trust's IT Service Desk.
This role presents an excellent opportunity for a motivated, customer-focused individual looking to develop their technical skills and gain valuable experience within Digital Services.
Main duties of the job
As a Contact Centre Analyst, you will act as the first point of contact for IT-related incidents and service requests from colleagues across the Trust. You will be responsible for providing high-quality first-line support, ensuring issues are logged, diagnosed, and resolved efficiently wherever possible. More complex incidents will be escalated appropriately, ensuring a seamless support experience for our users.
The successful candidate will provide support across both the Fixed and Mobile Support Services, assisting staff with a wide range of hardware, software, telephony, and mobile device queries. Strong communication skills, a proactive approach to problem-solving, and a commitment to delivering excellent customer service are essential.
This is a rewarding opportunity to play a key role in supporting the technology and communication services that enable our staff to deliver high-quality patient care and essential support services across the Trust.
About us
West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health and physical healthcare and community services. The Trust runs Broadmoor Hospital, one of three high secure hospitals in the country, with an international reputation.Our high secure services care for patients from South of England and we provide low and medium secure services across eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs (Ealing, Hounslow and Hammersmith & Fulham). We employ 4,500 staff, of whom 56% are BME. Our turnover for 2024-25 is £426m.The Trust is rated as 'Good' overall by the Care Quality Commission. Forensic services are rated as 'Outstanding'.The Trust is an established partner and contributor in the development of the evolving North West London Integrated Care System and the Integrated Care Board. The Trust leads the NW London Children and Adolescent Mental Health provider collaborative.
Details
Date posted
17 September 2026
Pay scheme
Agenda for change
Band
Band 4
Salary
£33,262 to £36,027 a year per annum inc HCAS
Contract
Permanent
Working pattern
Full-time
Reference number
222-CORP-013-A
Job locations
St Bernard's Hospital
Southall
UB1 3EU
United Kingdom
Job description
Job responsibilities
The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. Please view as attached.The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
Job description
Job responsibilities
The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. Please view as attached.The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
Person Specification
Experience
Essential
- Relevant IT qualification e.g. Microsoft Certified Technology Specialist in Windows 7 or 8, IT Hardware Vendor certification
- ITIL Foundation
- Evidence of Customer Facing skills course and/or experience
Desirable
- Communications support qualification
- Microsoft Certified Technology Specialist in Windows 7 or 8
Experience
Essential
- Experience of providing at desk IT support, installation and configuration services
- Experience of working in a complex IT networked environment
- Experience of working in a ITIL driven environment
- Working to SLA targets and meeting tight deadlines under pressure
Desirable
- NHS ICT or Support Experience
- Small Contact Centre/Help Desk (extended hours) experience
- Reporting tools, Process design, Service Desk tools, Telephony
Experience
Essential
- Relevant IT qualification e.g. Microsoft Certified Technology Specialist in Windows 7 or 8, IT Hardware Vendor certification
- ITIL Foundation
- Evidence of Customer Facing skills course and/or experience
Desirable
- Communications support qualification
- Microsoft Certified Technology Specialist in Windows 7 or 8
Experience
Essential
- Experience of providing at desk IT support, installation and configuration services
- Experience of working in a complex IT networked environment
- Experience of working in a ITIL driven environment
- Working to SLA targets and meeting tight deadlines under pressure
Desirable
- NHS ICT or Support Experience
- Small Contact Centre/Help Desk (extended hours) experience
- Reporting tools, Process design, Service Desk tools, Telephony
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.
Employer details
Employer name
West London NHS Trust
Address
St Bernard's Hospital
Southall
UB1 3EU
United Kingdom
Employer's website
https://www.westlondon.nhs.uk (Opens in a new tab)
Employer details
Employer name
West London NHS Trust
Address
St Bernard's Hospital
Southall
UB1 3EU
United Kingdom
Employer's website
https://www.westlondon.nhs.uk (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Support Services Manager - Digital Services
Fiona Watson
02083548461
Details
Date posted
17 September 2026
Pay scheme
Agenda for change
Band
Band 4
Salary
£33,262 to £36,027 a year per annum inc HCAS
Contract
Permanent
Working pattern
Full-time
Reference number
222-CORP-013-A
Job locations
St Bernard's Hospital
Southall
UB1 3EU
United Kingdom
Supporting documents
Privacy notice
West London NHS Trust's privacy notice (opens in a new tab)
Support links
© Crown copyright
Market insight
Explore related jobs
Similar jobs
See all similar jobsRecruitment Officer
Year 6 Teacher
Primary Cover Supervisor/HLTA
General Manager - Southall
Frequently asked questions
What salary can I expect?
This listing does not show a salary. Similar roles in Southall often pay around 43 363 £ (median of 13 offers).
How do I apply for this job?
Open the original source page and contact the employer there. Finder never charges job seekers.
Are these jobs up to date?
Yes. Finder regularly refreshes vacancies from public sources and removes closed offers.