Service Desk Analyst

  • Location

    London, England

  • Sector:


  • Job type:


  • Salary:


  • Contact:

    Experis UK

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  • Job ref:


  • Published:

    2 months ago

  • Expiry date:


  • Start date:


  • Client:


Service Desk Analyst

London(Remote Working)

Permanent Role


My Client is a market leading healthcare tech company


The Service Desk Analyst provides first and second line technical, non-technical and specialist support using mainstream applications as well as a diverse range of emerging and bespoke systems, providing support to company Stakeholders accordingly ; participants, researchers, clinicians, NHS employees, internal company users and other stakeholders as necessary. The development of processes, documentation and FAQs to support the variety of users is an essential element of the role.


  • Provides first line Service Desk support to a broad range of internal and external stakeholders, providing both product, operational and service information in a professional and customer focussed manner.
  • Liaises with customers, operational and science teams, service management and other interested parties regarding customer enquiries.
  • Inputs to drafts policy, standards and procedures for the Service Desk.
  • Ensures that enquiries, incidents, requests and complaints are handled efficiently according to agreed procedures whilst sensitively dealing with difficult situations.
  • Generate and despatch reports for stakeholders, and respond to content/feedback commensurate with need.
  • Schedule the work of Service Desk analysts to meet agreed service levels.
  • Creates and delivers effective learning and development materials and support.
  • Contributes to continuous improvement initiatives such as FAQs, knowledge trees, "how do I" documentation, cross training initiatives and other improvements to support own team, other teams and organisational objectives.
  • Provide support services to ITIL management functions.
  • Collaborate with internal stakeholders to support impact ITIL Service Lifecycle.


  • Self Starter / ability to use initiative within defined scope.
  • Knowledge of one or more computer systems.
  • Excellent communication skills both written and verbal.
  • Ability to work in a fast paced and complex environment.
  • Ability to interact positively with stakeholders - both internal and external.
  • Contact Centre/Customer Service experience.
  • Excellent keyboard skills.
  • Good organisational and analytical skills.
  • Good planning and delivering skills.
  • Excellent telephone manner.
  • Ability to prioritise and re-prioritise workload on a daily basis to accommodate frequent, unexpected urgent data requests working to conflicting deadlines. Able to demonstrate excellent 'ticket management'.
  • Ability to input data accurately and identify errors or inconsistencies in numerical, personal data or financial data.
  • Must be a team player, but also demonstrate ability to work independently and achieve deadlines (project work) with a good work ethic.
  • Proven ability to deliver continuous improvement to services


  • Higher level qualification in related subject.
  • Knowledge or interest in Genomics related sciences.
  • ITIL Foundation (V3.onwards).