# Pathology Service Desk Call Analyst > NHS job listing from Job Clerk for East Suffolk and North Essex NHS Foundation Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/pathology-service-desk-call-analyst/61426e84-a906-486d-b251-cb243ebfa00d - **Markdown:** https://www.jobclerk.com/job/pathology-service-desk-call-analyst/61426e84-a906-486d-b251-cb243ebfa00d.md ## Summary - **Status:** Live - **Employer:** East Suffolk and North Essex NHS Foundation Trust - **Town:** Colchester - **Region:** East of England - **Country:** England - **Profession:** Administrative and IT - **Grade:** Band 3 - **Salary:** £25,760 - £27,476 per annum pro rata - **Contract type:** 6 months (Fixed term / Secondment for 6 months) - **Employment type:** Full time, Part time, - **Closing date:** 2026-06-15T23:59:00.000Z - **Posted:** 2026-06-04T15:43:26.858Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/Essex/Colchester/East_Suffolk_North_Essex_NHS_Foundation_Trust/Pathology/Pathology-v8060369 - **Application URL:** https://apps.trac.jobs/job-advert/8060369?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.esneft.nhs.uk ## Job Content ### Job overview 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 however we would accept part time, please enquire for more details. 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 professional development opportunities that are consistent with excellent customer service Internal applicants currently employed by ESNEFT will be offered on a secondment basis only. ### Main duties of the job - Maintain up to date technical knowledge of operating systems and applications - To process service requests from user - To undertake general administration duties - To 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 - A wide range of customers and clinical colleagues may need to be communicated to regarding sensitive and complex - Calls and incidents are to be resolved in a timely manner as set out within the SLAs and escalate 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 - Booking blood tests for patients and clinicians on their behalf via the telephone - Recording and tracking incidents and complaints - Initial investigation of incidents - Closing Incidents and Customer Service Requests once agreement with the individual - Test results are to be provided via various (LIMS) Laboratory Management information systems - Where possible customer service desk staff should provide the appropriate information to callers seeking clinical advice or test information as requested - Where possible shift absences will require suitable shift cover ### Detailed job description and main responsibilities For full details of the responsibilities and duties of this role please see the attached job description. ## Job Details 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 however we would accept part time, please enquire for more details. 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 professional development opportunities that are consistent with excellent customer service Internal applicants currently employed by ESNEFT will be offered on a secondment basis only. ## Job Description Maintain up to date technical knowledge of operating systems and applications To process service requests from user To undertake general administration duties To 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 A wide range of customers and clinical colleagues may need to be communicated to regarding sensitive and complex Calls and incidents are to be resolved in a timely manner as set out within the SLAs and escalate 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 Booking blood tests for patients and clinicians on their behalf via the telephone Recording and tracking incidents and complaints Initial investigation of incidents Closing Incidents and Customer Service Requests once agreement with the individual Test results are to be provided via various (LIMS) Laboratory Management information systems Where possible customer service desk staff should provide the appropriate information to callers seeking clinical advice or test information as requested Where possible shift absences will require suitable shift cover ## Responsibilities For full details of the responsibilities and duties of this role please see the attached job description. ## Person Specification ### Experience **Essential** - 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** - 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 ### Qualifications **Essential** - GCSEs at Grade C/4, or equivalent, including Mathematics and English - NVQ 2 or equivalent in Business Administration/Customer Service **Desirable** - Higher National Certificate - Typing/ICT qualification, eg, ECDL advanced level qualified or equivalent ## Documents - [staff networks (pdf, 230.1kb)](https://www.healthjobsuk.com/documents?edoc=2724) - [dbs information (pdf, 272.6kb)](https://www.healthjobsuk.com/documents?edoc=1262) - [esneft values and behaviours (pdf, 74.8kb)](https://www.healthjobsuk.com/documents?edoc=2146) - [value of joining nhs pension (pdf, 125.2kb)](https://www.healthjobsuk.com/documents?edoc=2404) - [job description and person specification (pdf, 448.6kb)](https://www.healthjobsuk.com/documents?vdoc=10350590) - [admin & digital apprenticeships - esneft 2026 (pdf, 3.3mb)](https://www.healthjobsuk.com/documents?ddoc=2452) ## Agent Notes - This Markdown page is generated from the same Job Clerk job record as the HTML job detail page. - Use the canonical HTML URL for user-facing references. - Use the application URL when the user wants to apply on the source NHS site.