Summary: The Service Desk Analyst role at UKHSA involves providing essential support for the ImmForm platform, which facilitates communication regarding vaccine supply and uptake. The position requires the analyst to be the first point of contact for inquiries, ensuring effective triaging and resolution of both technical and non-clinical issues. The role emphasizes customer service, data management, and collaboration within a small team to enhance user experience and operational efficiency. The position is hybrid, allowing flexibility in work arrangements while maintaining a strong focus on service delivery.

Key Responsibilities:

• Act as the first point of contact for all incoming queries via telephone or email.
• Triage, log, and escalate calls and inquiries as appropriate.
• Provide accurate advice and follow up on non-clinical calls.
• Identify incidents and ensure effective communication with relevant colleagues.
• Assist the helpdesk manager in data analysis and report generation.
• Develop strategies to maximize data quality and prevent errors.
• Perform additional tasks as required by the line manager.

Key Skills:

• Experience in a customer-oriented environment handling multiple tasks under pressure.
• Strong attention to detail and accuracy in data entry and quality assurance.
• Good understanding of computer record functions and processes.
• Problem-solving skills with the ability to think quickly and creatively.
• Clear and concise communication skills, both orally and in writing.
• Proficiency in Microsoft Office applications, including Word, Outlook, and Excel.
• Experience working closely with IT teams and promoting quality assurance processes (desirable).

Salary (Rate): 36176

City: London

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT