Contact Centre Analyst (Fixed & Mobile Support) | West London NHS Trust

Job description

About

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.

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.

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.

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.

This advert closes on Thursday 24 Sep 2026