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Service Desk Analyst

Full time
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Service Desk Analyst


Full-time, 37.5 hours per week


HCA Healthcare UK’s Information Technology Group (ITG) is a Group IT function, developing and managing all aspects of healthcare IT across our portfolio of hospitals, clinics, outpatient centers, laboratories and other associated businesses. The ITG Service Delivery Department, is responsible for providing end-user, caller based technical support, as well as responding to and resolving Incidents (at Facilities, on Service Desk & Service Now).

Above all else, we’re committed to the care and improvement of human life. It’s this guiding vision that influences everything we do at HCA UK. From the CEO to the colleagues on the floor we all have a part to play in delivering exceptional care to our patients. Other’s may think this is just a role in IT, but to us, you’ll be part of a wider team with a unique sense of purpose, one that helps improve lives on a daily basis.

What you'll do:

  • Answers and responds to inbound calls or electronic requests from end-users regarding applications and IT services

  • Creates and documents all support calls from the user community into the IT service management tool

  • Applies skills to resolve all technical incident tickets at the service desk before referring to technical support

  • Analyses and resolves all application software or hardware incidents and requests from end-users

  • Ensures to log and tracks incidents and requests from identification through resolution stages

  • Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact

  • Establishes and develops relationships with other ITG teams through frequent constructive communication

  • Responsible for identifying shortcomings for implementing process improvements

  • Complies with and supports HCA ITG standards, policies, and procedures

  • Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users

  • Handles customers’ issues or requests with professional attitude.

What you'll bring:

  • Qualifications which demonstrate proficiency in Maths and English.

  • Education or work experience in Information Technology.

  • 1-2 years’ experience in Sales or Service Desk support roles.

  • Experience working in an environment with critical and demanding deadlines.

  • Communicate confidently and effectively both written and oral to all levels of the organization


Originally founded over 50 years ago by Dr Thomas Frist, HCA has gone on to become one of the world’s leading healthcare providers. In the UK, we’re one of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques, medication and facilities. Being part of a large multisite, established healthcare group we can offer you unrivalled opportunities for career progression through internal and external courses, as well as working conditions that prioritise both your mental and physical wellbeing. 

By caring for our employees, we empower them to provide exceptional care for our patients. That’s why we offer a host of flexible benefits that reflect the invaluable contribution they make every day. As a Service Desk Analyst, you’ll be eligible for:

  • 25 days holiday each year (plus bank holidays) increasing with service, with option to buy or sell leave to suit you.

  • Private Healthcare Insurance for treatment at our leading hospitals.

  • Private pension contribution which increases with length of service.

  • Season Ticket Loan and Cycle to Work scheme.

  • Group Life Assurance from day one.

  • Critical illness cover.

  • Enhanced Maternity and Paternity pay.

  • Corporate staff discount for all facilities including Maternity packages at The Portland.

  • Comprehensive range of flexible health, protection and lifestyle benefits to suit you.

  • Discounts with over 800 major retailers.

Diversity and Inclusion

Patients first. Colleagues always. That’s the guiding philosophy behind our approach to Diversity, Equity, Inclusion and Belonging. We believe healthcare is built on a foundation of inclusion, compassion and respect for our patients and for each other. By working together with our colleagues we’re creating a truly inclusive environment, where individual differences are celebrated and everyone can achieve their potential.

We believe everyone should feel comfortable to bring their full self to work and be afforded the same opportunities. That’s why we’re happy to discuss flexible working arrangements to suit your needs as well as offer reasonable adjustments throughout our recruitment process, and in the workplace, to anyone that needs them.


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