Pathology Service Desk Call Analyst

Pathology Service Desk Call Analyst

The closing date is 15 June 2026.

We are looking for a Pathology Service Desk Analyst to join our Pathology service desk team on a 6 months fixed term contract. This post is full time; we would accept part time, please enquire for more details.

You can join our team to deliver innovative, high‑performing pathology services that are focused on our service users and deliver high quality and fully compliant services.

• 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

• Maintain up to date technical knowledge of operating systems and applications
• Process service requests from users
• 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
• Communicate to a wide range of customers and clinical colleagues regarding sensitive and complex matters
• Resolve calls and incidents in a timely manner as set out within the SLAs and escalating 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
• Book blood tests for patients and clinicians on their behalf via telephone
• Record and track incidents and complaints
• Initial investigation of incidents
• Close incidents and customer service requests once agreement with the individual
• Provide test results via various Laboratory Management information systems (LIMS)
• Provide appropriate information to callers seeking clinical advice or test information as requested where possible
• Secure suitable shift cover where possible for shift absences

• Proven experience supporting a wide range of systems
• Problem solving/troubleshooting
• Proven experience of working in a customer facing role
• Experience working in a busy team‑based area
• Experience of using IT packages including Microsoft Office and emails
• Concise and accurate data entry experience
• Experience of working within a Pathology setting
• Experience working with electronic or paper patient records
• Experience of call handling or working on a helpdesk

• GCSEs at Grade C/4, or equivalent, including Mathematics and English
• NVQ 2 or equivalent in Business Administration/Customer Service
• Higher National Certificate
• Typing/ICT qualification, e.g., ECDL advanced level qualified or equivalent

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

East Suffolk and North Essex NHS Foundation Trust

Salary: £25,760 to £27,476 a year pro rata.