Analyst, Service Desk

Overview

This is where we value your strategic mindset, technical expertise and passion for innovation. If you are someone who has the ability to transform strategies into actionable plans while also demonstrating empathy and a willingness to assist others, this might be the right opportunity for you. Your contributions will make a significant impact on Baxter's mission to save and sustain lives.

• Act as the first point of contact and provide first-line fixes and support for external customers.
• Be the central point of contact for all issues and certain change requests, ensuring that they are dealt with in a timely and effective manner, in line with agreed Service Level Agreements (SLA's), and be responsible for ensuring relevant issues can be closed in consultation with the user.
• Assign a suitable priority according to the Support Team's SLA.
• Investigate and resolve issues where possible, or raise where necessary to ensure an effective resolution.
• Take ownership of an issue, even those that have been escalated, and ensure that the customer is fully aware of progress on a regular basis.
• Manage change requests for software upgrades and provide project coordination for such activities on behalf of the customer.
• Provide proactive monitoring of customer servers and interfaces using the appropriate monitoring service.
• Operate flexible shift schedules when called upon and maintain continuity of service and support to both UK and International customers.

• Excellent customer service skills in a structured, fast-moving environment.
• Experience or qualification in ITIL or similar would be advantageous.
• A level in an IT-based subject (or similar) is desirable.
• Excellent communication skills, maintaining a clear, positive, and professional manner at all times.
• Attention to detail and strong analytical and problem-solving skills.
• Ability to network and liaise with both internal and external teams.
• Ability to empathise with the ICNet customer base and achieve high levels of customer satisfaction.
• Ability to work in a fast-paced, team‑oriented, collaborative environment.
• Lead by example, especially on customer-focused tasks.
• Good organisational ability and proactive monitoring of customer interfaces.
• Positive attributes: communicator, curious, results-driven, collaborative, problem solver.

• Paid Time Off
• Employee Health & Well-Being Benefits
• Continuing Education/ Professional Development, including professional development opportunities.
• Support for Parents
• Employee Assistance Program
• Pension plan
• High importance placed on work life balance
• 25 days annual leave (increasing with service)
• Professional development opportunities across more than 100 countries.