Service Desk Analyst
Job summary
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.
About us
At the HRA, we are committed to fostering a supportive and inclusive working environment where we actively invest in the development and empowerment of our staff, enabling them to perform at their best. We strive to promote a healthy workplace culture where wellbeing, collaboration, and professional growth are valued and encouraged.
Working at the HRA, we support flexible working, recognising that home based or hybrid arrangements provides us with the most productive environment to work well. Where possible, we'll offer a working pattern that suits you.
The HRA offers home based contracts for all locations. Newcastle, Manchester and Nottingham based staff can be office based and hybrid working arrangements are also possible. We encourage you to speak with us to explore how this could be accommodated.
We are committed to creating an inclusive workplace that promotes and values diversity. We know from experience that different ideas, perspectives and backgrounds create a stronger, more creative workplace that helps us to deliver the best services. We welcome applications whichrepresent the rich diversity of our community: age, disability, gender identity and expression, ethnicity, religion or belief, sex, sexual orientation and other diverse characteristics, and we have policies in place to ensure that all applicants are treated fairly and consistently at every stage of therecruitment process.
Job description
Job 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 HRAs 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 HRAs 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
Qualifications
- Educated to Degree level or equivalent in a relevant field or a portfolio of equivalent experience demonstrating the ability to work at this level
Knowledge
- Knowledge of the Digital Services that the HRA or their partner organisations provide, e.g. IRAS, HARP, TOPS etc
Experience
- Demonstrable experience of producing technical documentation
Experience
- Demonstrable experience of using software to log and manage calls
Experience
- Experience of using a recognised service management methodology such as ITIL
Knowledge
- Either specialist knowledge of Health Research processes or specialist knowledge of IT Service Desk processes
Experience
- 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.
Analytical and Judgemental Skills
- Excellent organisational skills with the ability to prioritise and deliver resolutions in a pressurised environment balancing conflicting demands.
Interpersonal
- Good oral and written communication skills with the ability to understand and interpret complex information. This requires: oWritten English skills at a level to summarise complex issues into a document. oVerbal English skills to be able to articulate procedural issues and comprehend complex discussion.
Other
- Commitment to inclusivity and valuing diversity
Interpersonal
- Excellent end-user or customer focused approach, taking ownership of issues and accountability for their resolution.
Interpersonal
- Ability to work within and contribute to a high performing team.
Employer details
Employer name
Health Research Authority
Address
NHS Blood and Transplant Newcastle Blood Donor Centre
Holland Drive
Newcastle upon Tyne
NE2 4NQ
United Kingdom
Employer's website
https://www.hra.nhs.uk/