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Job overview
This role will be part of the HRA Service Desk, responsible for supporting users of the HRA’s portfolio of national information systems for health research, this includes IRAS and HARP. The HRA Service Desk provides first-line support for a range of queries, including technical support for various research systems.
This role sits within HRA Digital. The digital directorate is responsible for developing, delivering and supporting complex solutions within the HRA’s portfolio of UK-wide information systems for health and care research. This includes a major programme to build new systems, and to achieve the successful migration and eventual closure of current systems.
The HRA Digital team is a collaborative, supportive team consisting of HRA employees, secondees, contractors and vendors.
Main duties of the job
Key elements of this role will include:
- Providing first line technical support to investigate and resolve incidents and service requests from users, via a variety of channels, relating to the HRA national information systems in line with our KPIs.
- Maintaining an excellent relationship with the user even in challenging situations
- Co-ordinating resolution of issues with partners, suppliers and 2nd and 3rd line application support on IRAS application, managing the relationship with the user and ensuring they are kept informed.
- Keeping accurate records using a variety of IT service management tools
- Providing reports on performance, e.g. against KPIs, to support the governance and continual improvement of services
- Working with the test team to support User Acceptance Testing and adapt our processes, procedures and tools as new functionality goes live.
- Working with other members of the HRA Digital Directorate to ensure our service are continually improving and adapting to meet changing user requirements.
This role will require the post holder demonstrate and exercise a wide range of skills such as problem solving, good levels of communication and teamwork.
Detailed job description and main responsibilities
Please refer to the attached job description and person specification documents for full details about this role.
When completing your application, ensure you clearly demonstrate how your experience and skills align with the criteria outlined for this position.
We recognise that generative AI tools can be helpful in supporting applicants during the recruitment process, particularly for tasks such as proofreading, structuring, or refining written responses. However, we encourage candidates to use AI responsibly and sparingly. Applications should reflect your authentic voice, personal experiences, and genuine qualifications. Over reliance on AI-generated content can result in generic or inaccurate submissions that fail to meet the criteria or convey your individuality. Misrepresentation of skills, knowledge, or experience, including through AI-generated content, may lead to the rejection of your application, withdrawal of your offer, or your dismissal if you do start with us. If you choose to use AI, please ensure it enhances rather than replaces your own input, and be transparent about its use where appropriate. False and insincere examples go against our values of integrity and transparency.
Important information We are unable to offer employment under any sponsorship arrangement as we do not hold a sponsorship licence. Applications requiring sponsorship will not be considered.
Applications that do not clearly demonstrate how the essential criteria outlined in the person specification are met will not be shortlisted.
Only the information provided in the application form will be considered. CVs will not be reviewed.
We do not accept applications via recruitment agencies or other third parties.
The HRA reserves the right to close this vacancy early should it receive a sufficient number of applications.
Our fixed term roles are also open to applicants who wish to apply on a secondment basis. Applicants who fit this category are advised to speak with their line manager before applying and visit their organisations Secondments Policy.
Organisational structure and directorate overview The HRA is made up of five directorates: Approvals, Chief Executive, Digital, Policy and Partnerships and Resources.
This role sits within HRA Digital. The digital directorate is responsible for developing, delivering and supporting complex solutions within the HRA’s portfolio of UK-wide information systems for health and care research. This includes a major programme to build new systems, and to achieve the successful migration and eventual closure of current systems. The directorate owns, develops, and delivers the HRA’s digital strategy in line with government digital and functional standards.
The HRA Digital team is a collaborative, supportive team consisting of HRA employees, secondees, contractors and vendors.
Person specification
Other
Essential
- Commitment to inclusivity and valuing diversity
Knowledge
Essential
- Either specialist knowledge of Health Research processes or specialist knowledge of IT Service Desk processes
Desirable
- Knowledge of the Digital Services that the HRA or their partner organisations provide, e.g. IRAS, HARP, TOPS etc
Experience
Essential
- Significant experience providing front line support to resolve incidents, queries or requests for end-users/customers via a variety of channels where there was a need to explain complicated issues to a lay or non-technical audience in plain English.
Desirable
- Demonstrable experience of producing technical documentation
- Demonstrable experience of using software to log and manage calls
- Experience of using a recognised service management methodology such as ITIL
Interpersonal
Essential
- Good oral and written communication skills with the ability to understand and interpret complex information. This requires: • Written English skills at a level to summarise complex issues into a document. • Verbal English skills to be able to articulate procedural issues and comprehend complex discussion.
- Excellent end-user or customer focused approach, taking ownership of issues and accountability for their resolution.
- Ability to work within and contribute to a high performing team.
Qualifications
Essential
- Educated to Degree level or equivalent in a relevant field or a portfolio of equivalent experience demonstrating the ability to work at this level
Analytical and Judgemental Skills
Essential
- Excellent organisational skills with the ability to prioritise and deliver resolutions in a pressurised environment balancing conflicting demands.
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Applying for this NHS job
This advert is for Service Desk Analyst with Health Research Authority in London, London, England. It is listed as a Administrative and IT role. The advertised salary is £39,959 - £48,117 per annum. The contract type is Fixed term: 16 months (until 31 January 2028). The application deadline is 17 Aug 2026.
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