Service Desk Analyst

About the role

We are currently seeking a proactive, organised and customer-focused Service Desk Analyst to join our Service Desk team. This is a customer-facing role supporting external healthcare customers, so experience in external client support environments is essential; applicants whose experience is limited to internal IT support may not be suitable for this position.

Reporting into the Head of Support UK, you will provide technical and functional support across our Alcidion product suite, ensuring incidents are triaged, investigated and resolved in line with agreed service levels. You will play a key role in supporting our customers across complex healthcare environments, including Electronic Patient Record (EPR) and other health technology solutions operating in live settings.

Working as part of a collaborative team, you will ensure incidents are appropriately managed, documented, and escalated where required, contributing to positive customer outcomes and continuous service improvement.

Day to day you will:

• Provide application support across a range of Alcidion and third-party healthcare solutions
• Troubleshoot and resolve complex (Level 2/3) issues in line with documented processes
• Investigate incidents, ensuring accurate logging, prioritisation, and resolution in line with SLAs
• Escalate unresolved issues for further investigation, engaging development teams where needed
• Maintain clear and detailed documentation of incidents, actions taken and next steps
• Contribute to knowledge sharing, process improvement and service optimisation initiatives
• Support Alcidion's FHIR-based platforms and solutions, designed to digitise patient care processes and records across NHS Trusts

About Alcidion

We're transforming healthcare together

Alcidion develops innovative solutions that address the problems challenging healthcare organisations around the world today. We create modern technologies to provide the answers. We aim to improve the experience of patients and clinicians and directly contribute to the effectiveness and efficiency of healthcare operations - creating a cycle of continuous improvement.

We love the way we work

Our people are inspired by a shared sense of purpose. We are proud of what we do. Empowered to solve problems, each person's work contributes to the transformation of healthcare delivery.

We're not a start-up but a scale-up! This means challenging, broad and varied roles allowing us to grow individually as Alcidion grows, in a company that's big enough to be global but small enough for our efforts to make a genuine difference.

Flexible working is welcomed and encouraged. It's not where, when or how we work that's important, it is the contribution each of us make.

Also on offer are:

• A range of leave options, including gender neutral paid parental leave and miscarriage leave
• Health and wellbeing schemes and initiatives
• Financial perks and discounts.

We care about culture

Overwhelmingly, our people tell us that the best thing about working for Alcidion is our culture, the people that they work with and the sense of purpose. They use words like "family" and "inclusive" to describe our culture and "helpful", "friendly", "smart", "professional" and "caring" to describe their peers and managers.

Strong values are important to us  values guide us in our day-to-day work:

• We are Brave
• We are Creative and Innovative
• We Amaze our Customers
• We are a Team
• We Celebrate our Achievements
• We are Optimistic

About you

If you're passionate about innovative technology, healthcare, and enjoy solving complex problems in a fast-paced environment, a career at Alcidion could be for you.

The ideal candidate will bring:

• Experience in a service desk, application support or similar technical support role
• Strong troubleshooting and problem-solving skills, with the ability to translate technical information into clear, client-friendly communication
• Broad technical capability across SQL, operating systems and cloud-based technologies
• Understanding of application environments and system components
• Excellent customer service skills and stakeholder engagement
• Strong attention to detail and time management skills

Desirable experience:

• Experience…