Service Desk Analyst

About the role We are currently seeking a proactive, organised and customer-focused Service Desk Analyst to join our Service Desk team. This is a customer-facing role supporting external healthcare customers, so experience in external client support environments is essential; applicants whose experience is limited to internal IT support may not be suitable for this position.Reporting into the Head of Support UK, you will provide technical and functional support across our Alcidion product suite, ensuring incidents are triaged, investigated and resolved in line with agreed service levels. You will play a key role in supporting our customers across complex healthcare environments, including Electronic Patient Record (EPR) and other health technology solutions operating in live settings.Working as part of a collaborative team, you will ensure incidents are appropriately managed, documented, and escalated where required, contributing to positive customer outcomes and continuous service improvement.Day to day you will:Provide application support across a range of Alcidion and third-party healthcare solutionsTroubleshoot and resolve complex (Level 2/3) issues in line with documented processesInvestigate incidents, ensuring accurate logging, prioritisation, and resolution in line with SLAsEscalate unresolved issues for further investigation, engaging development teams where neededMaintain clear and detailed documentation of incidents, actions taken and next stepsContribute to ..... full job details .....