Pathology IT Service Desk Analyst - First-Line Support

East Suffolk and North Essex NHS Foundation Trust; Colchester; On-site; GBP 23,000 - 28,000; Full time

Job summary

East Suffolk and North Essex NHS Foundation Trust is seeking a Pathology Service Desk Analyst on a fixed-term contract until 31 October 2027. You will deliver high-performing pathology services, providing first-line support to healthcare professionals and service users across pathology IT systems.

The role focuses on handling incidents within SLAs, maintaining system knowledge, and pursuing ongoing personal development while supporting patients and staff across ESNEFT facilities in Colchester

Qualifications

• Provide efficient first line support to healthcare professionals, patients and service users.
• Manage and escalate incidents in line with SLAs.
• Maintain and develop personal and professional skills per development plan.
• Keep up-to-date knowledge of operating systems and pathology IT applications.
• Respond to emails and calls, and process service requests promptly.

Responsibilities

• Provide an efficient and courteous first line support service to healthcare professionals, patients and service users across Pathology and NHS services.
• Provide support for Pathology IT systems and applications, managing and escalating incidents in accordance with SLAs.
• Demonstrate best practice in Service Desk operation.
• Respond to emails to the Service Desk mailbox and process service requests.
• To undertake general administration duties and record incidents and complaints.

Skills

First line support

Customer service

IT systems knowledge

Incident management

Communication skills

Tools

LIMS

Epic EPR

Job description

East Suffolk and North Essex NHS Foundation Trust is seeking a Pathology Service Desk Analyst on a fixed-term contract until 31 October 2027. You will deliver high-performing pathology services, providing first-line support to healthcare professionals and service users across pathology IT systems.

The role focuses on handling incidents within SLAs, maintaining system knowledge, and pursuing ongoing personal development while supporting patients and staff across ESNEFT facilities in Colchester