Service Desk Analyst - 12 Month FTC (we have office locations in Cambridge, Leeds & London)

TieTalent; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

Join Genomics England as a Service Desk Analyst in London, where you'll provide crucial tech support to researchers and practitioners. This role is ideal for individuals interested in tech, with opportunities to enhance their skills through continuous learning. With a supportive environment and a commitment to diversity, we encourage applications from all backgrounds.

Benefits

30 days holiday plus bank holidays

Flexible working arrangements

Pension contribution matching

Individual learning budgets

Subsidized gym membership

Employee recognition program

Qualifications

• Experience with Data Protection and Cyber Security is essential.
• Familiarity with IT systems and Office 365 is beneficial.
• Knowledge of ITIL and Service Desk functions is desired.

Responsibilities

• Provide first and second line support to various stakeholders.
• Develop processes, documentation, and FAQs.
• Improve product support and handle enquiries according to procedures.

Skills

Data Protection

GDPR

Cyber Security

User account permissions

IT systems

Office 365

Research

Bioinformatics Knowledge

ITIL

Service Desk functions

Job description

Service Desk Analyst - 12 Month FTC (We have office locations in Cambridge, Leeds & London)

Genomics England partners with the NHS to provide whole genome sequencing diagnostics. We also equip researchers to find the causes of disease and develop new treatments – with patients and participants at the heart of it all.

Our mission is to continue refining, scaling, and evolving our ability to enable others to deliver genomic healthcare and conduct genomic research.

We are accelerating our impact and working with patients, doctors, scientists, government, and industry to improve genomic testing, and help researchers access the health data and technology they need to make new medical discoveries and create more effective, targeted medicines for everybody.

Job Description

We have an exciting opportunity for a Service Desk Analyst to join us here at Genomics England!

As a Service Desk Analyst, you will provide first and second line support to stakeholders, including participants, researchers, clinicians, internal users, and others. This is an opportunity to join an organization where you can confidently use your tech interest and know-how for good, and play a part in our mission to evolve personalized genomic healthcare in the UK.

In this role, you will be responsible for developing processes, documentation, and FAQs, and supporting colleagues with first- and second-line support. You will seek opportunities to improve product support, drive efficiencies, exploit automation, and ensure that enquiries, incidents, requests, and complaints are handled according to our procedures.

The ideal candidate will have good knowledge of and experience in:

• Data Protection, GDPR, and Cyber Security
• Knowledge of user account permissions
• Familiarity with IT systems and Office 365
• Research or Bioinformatics Knowledge
• ITIL and Service Desk functions

This is not an exhaustive list of "must-haves"; we will provide learning and development opportunities. If you have a keen interest in tech and a selection of the above skills with a desire to learn more, we would be interested in hearing from you!

It is essential that you have:

• Excellent communication skills
• The ability to prioritize workload, manage urgent requests, and meet conflicting deadlines
• Experience interacting with internal and external stakeholders at all levels

Additional Information

Salary from: £30,500

Closing Date: Sunday 15th June at 23:00 (UK time)

We offer a comprehensive benefits package including:

• Generous leave entitlement: 30 days holiday plus bank holidays, additional leave for long service, and up to 30 days remote working abroad annually (approval required)
• Family-friendly policies: flexible working arrangements, enhanced maternity, paternity, and shared parental leave benefits
• Pension & Financial: Defined contribution pension (with employer matching), Life Assurance (3x salary), and Give As You Earn scheme
• Learning & Development: Individual learning budgets, support for training and certifications, and reimbursement for one professional subscription annually
• Recognition & Rewards: Employee recognition program and referral scheme
• Health & Wellbeing: Subsidized gym membership, Headspace subscription, Employee Assistance Programme, eye tests, flu jabs

Genomics England is committed to an inclusive environment that promotes equity, diversity, and inclusion. We are proud of our diverse community where everyone can work and be treated with respect regardless of disability, ethnicity, gender, religion, sexual orientation, or social background.

We do not tolerate discrimination, harassment, victimization, or bullying in the workplace.