Pathology Service Desk Call Analyst
At a glance
- Band
- Band 3
- Contract
- Fixed-term
- Pattern
- Full-time
- Posted
- 09/09/2026
- Closes
- 13/09/2026
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Role summary
This role is for a Pathology Service Desk Analyst to join a dedicated team, providing first-line support to healthcare professionals, patients, and service users across Pathology and NHS services. The analyst will support Pathology IT systems, manage and escalate incidents, and ensure best practice in Service Desk operations. Key responsibilities include maintaining technical knowledge, processing service requests, and handling general administration duties. The position is a fixed-term contract until October 2027.
Essential criteria
- Proven customer support helpdesk/Service Desk experience
- 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
Desirable criteria
- Proven NHS Support 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, eg, ECDL advanced level qualified or equivalent
- Proven customer support helpdesk/Service Desk experience
- 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
- Proven NHS Support 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, eg, ECDL advanced level qualified or equivalent
Useful to know
Agenda for Change 2024/25 pays Band 3 at £24,625 – £25,674 a year, across England.
This advert: £25,760 – £27,476 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 4d
Plenty of time to prepare a strong application.
Full advert · preview
East Suffolk and North Essex NHS Foundation Trust
Pathology Service Desk Call Analyst
The closing date is 13 September 2026
Job summary
We are looking for a Pathology Service Desk Analyst to join our Pathology service desk team on fixed term contract until 31st October 2027.
You can join our team to deliver innovative, high-performing pathology services that is focused on our service users and delivers high quality and fully compliant services. We are in the unique position of providing a dedicated Pathology team with the aim of producing a highly skilled workforce through the provision of continued training and development for our staff
In this role you will be expected to:
- 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 professio
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