Analyst, Service Desk

Baxter International; Gloucester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare company in Gloucester is seeking a Service Desk Analyst to act as the first point of contact for external customers, providing support and resolving issues. The ideal candidate will have excellent customer service skills and a strong ability to work in a fast-paced environment. Professional development opportunities, a pension plan, and an emphasis on work-life balance are included in the benefits.

Benefits

Professional development opportunities

Pension

Work-life balance

25 days annual leave

Qualifications

• Excellent organisational ability.
• Ability to network and liaise with internal and external teams.
• Lead by example on customer-focused tasks.

Responsibilities

• Act as a first point of contact for issues and change requests.
• Investigate and resolve issues or escalate as necessary.
• Provide proactive monitoring of customer servers and interfaces.

Skills

Excellent customer service skills

Analytical and problem-solving skills

Excellent communication skills

Attention to detail

Ability to work in a fast-paced environment

Education

Qualification in ITIL

A level in an IT based subject

Job description

This is whereyour work makes a difference.

At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond.

Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results.

Here, you will find more than just a job—you will find purpose and pride.

Role at Baxter

Your role at Baxter This is where my expertise drives business innovation. For you, it’s all about the people. As a Service Desk Analyst, your impact on patient care is always top of mind. Your desire for challenging, mission-driven work and eagerness to meet unforeseen challenges head-on provide robust opportunities to grow your career as a business-focused partner. Baxter trusts and appreciates your curious and collaborative problem-solving nature. You enjoy taking ownership of processes that enable the business to work and serve our customers more efficiently.

You'll act as a first point of contact and provide first line fixes and support for external customers. You will have excellent customer service skills and be ready to work within a structured, fast moving environment, using best practice processes.

What you'll be doing

• Be the central point of contact for all issues and certain change requests, ensuring that they are dealt with in a timely and effective manner, in line with agreed Service Level Agreements (SLA’s), and be responsible for ensuring relevant issues can be closed in consultation with the user.
• Assign a suitable priority according to the Support Teams SLA.
• Investigate and resolve issues where able to, or raise where necessary to ensure an effective resolution.
• Take ownership of an issue, even those that have been escalated and ensure that the customer is fully aware of progress on a regular basis.
• Ability to work shifts (when called upon) and be flexible with core working hours to ensure continuity of service and support to both UK and International customers.
• Manage change requests for software upgrades and provide project co-ordination for such activities on behalf of the customer.
• Provide proactive monitoring of customer servers and interfaces using the appropriate monitoring service.

What you'll bring

• Qualification in ITIL or similar would be advantageous.
• A level in an IT based subject (or similar) is desirable.
• Excellent communication skills maintaining a clear, positive and professional manner at all times.
• Attention to detail.
• Ability to network and liaise with both internal and external teams.
• Be able to empathise with the ICNet customer base and achieve high levels of customer satisfaction.
• Ability to work in a fast paced, team orientated, collaborative environment.
• Lead by example, especially on customer focused tasks.
• Excellent organisational ability.
• Good analytical and problem solving skills.

Benefits of working at Baxter

• Professional development opportunities
• Pension
• High importance placed on work life balance
• 25 days annual leave (increasing with service)

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

Recruitment Fraud Notice

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