Pathology Service Desk Call Analyst

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

We are looking for a Pathology Service Desk Analyst to join our Pathology service desk team on fixed term contract until 31st October 2027. You can join our team to deliver innovative, high-performing pathology services that is focused on our service users and delivers high quality and fully compliant services. We are in the unique position of providing a dedicated Pathology team with the aim of producing a highly skilled workforce through the provision of continued training and development for our staff In this role you will be expected to:

• Provide an efficient and courteous first line support service to a range of Healthcare professionals, patients and service users across the Pathology and NHS service
• Provide support for Pathology IT systems and applications, managing and escalating incidents in accordance with Service Level Agreements in conjunction with Trust support staff and third party support organisation
• Demonstrate best practice in Service Desk operation
• Ensure training and development needs detailed in your personal development plan are followed up and the effectiveness of the acquired training and development evaluated in terms of self, patient and service
• Review calls and identify personal and professional development opportunities that are consistent with excellent customer service
• Internal applicants currently employed by ESNEFT will be offered on a secondment basis only. This will need to be discussed with your current line manager
• Maintain up to date technical knowledge of operating systems and applications
• To process service requests from user
• To undertake general administration duties
• To respond to emails sent to the Service Desk generic mailbox as set out by the Customer Service Desk Manager
• Develop an understanding of the Pathology IT applications in order to be able to advise users on any problems encountered, including understanding the functions within the service
• A wide range of customers and clinical colleagues may need to be communicated to regarding sensitive and complex
• Calls and incidents are to be resolved in a timely manner as set out within the SLAs and elevate as appropriate
• Use own initiative to prioritise workload and monitor own incoming call traffic (calls waiting/dashboard)
• Initial line support, receiving calls and emails, acts as first line customer liaison
• Booking blood tests for patients and clinicians on their behalf via the telephone
• Recording and tracking incidents and complaints
• Initial investigation of incidents
• Closing Incidents and Customer Service Requests once agreement with the individual
• Test results are to be provided via various (LIMS) Laboratory Management information systems
• Where possible customer service desk staff should provide the appropriate information to callers seeking clinical advice or test information as requested We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients' own homes.

We are one of the largest NHS organisations in England, employing more than 12,000 staff. We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options. Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services. Our philosophy is thatTime Mattersto everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients. We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what's widely regarded as the world's best EPR system to ESNEFT, transforming life in hospital for staff and patients. If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you. Find out about living and working here -www.youtube.com/watch?v=GkPu7HphU8A