Service Desk Analyst


We are currently seeking a pro-active, organised and experienced Service Desk Analyst to join our Service Desk team. Reporting into the Support Manager UK, you will use your experience to provide our customers with technical and functional support across our Alcidion Product Suite, escalating incidents which cannot be resolved for more in-depth investigation and engagement of Alcidion’s development teams where required. Working as part of a team, you will ensure all calls are answered and incidents are fully documented with details of investigations carried out, progressed in line with SLA and working as part of a wider team to ensure a successful outcome for the customer is achieved.

Day to day you will:

  • Support the delivery of software to our customers
  • Troubleshoot Level 3 issues and resolve them according to documented processes
  • Create, maintain and deliver appropriate tools and guidelines for our delivery teams
  • Lead on the technical design and implementation of the required integration for our solutions

You will be providing support for the range of Alcidion FHIR-based platforms and software solutions, designed to digitise the patient care processes and records of NHS Trusts.

We’re transforming healthcare together

Alcidion develops innovative solutions that address the problems challenging healthcare organisations around the world today. We create modern technologies to provide the answers. We aim to improve the experience of patients and clinicians and directly contribute to the effectiveness and efficiency of healthcare operations – creating a cycle of continuous improvement.

We love the way we work

Our people are inspired by a shared sense of purpose. We are proud of what we do. Empowered to solve problems, each person’s work contributes to the transformation of healthcare delivery.

We’re not a start-up but a scale-up! This means challenging, broad and varied roles allowing us to grow individually as Alcidion grows, in a company that’s big enough to be global but small enough for our efforts to make a genuine difference.

Flexible working is welcomed and encouraged. It’s not where, when or how we work that’s important, it is the contribution each of us make.

Also on offer are:

  • A range of leave options, including gender neutral paid parental leave and miscarriage leave
  • Health and wellbeing schemes and initiatives
  • Financial perks and discounts.

We care about culture

Overwhelmingly, our people tell us that the best thing about working for Alcidion is our culture, the people that they work with and the sense of purpose. They use words like “family” and “inclusive” to describe our culture and “helpful”, “friendly”, “smart”, “professional” and “caring” to describe their peers and managers.

Strong values are important to us at Alcidion. Our values guide us in our day-to-day work:

  • We are Brave
  • We are Creative and Innovative
  • We Amaze our Customers
  • We are a Team
  • We Celebrate our Achievements
  • We are Optimistic

If you’re passionate about innovative technology and healthcare, a career at Alcidion could be for you.

To be successful in this role, you will need to work well in a team or autonomously and be engaging, confident and flexible in your working style. You will have strong attention to detail, and time management skills.

The ideal candidate will have the following background:

  • Experience in a similar role
  • Outstanding customer service skills
  • Understanding of operating systems and web technologies
  • Experience of applications and an understanding of the core components of systems
  • Ability to identify, analyse and troubleshoot problems

To apply, submit a covering letter explaining why you would love to work for Alcidion and your CV to

  • You must have the right to live and work in the United Kingdom to be considered for this position.
  • Alcidion is an equal opportunity employer. We are committed to a diverse and inclusive culture and value the unique backgrounds and experiences of everyone. In recruiting for our team, we welcome the individual contribution that you will bring in terms of your culture, ethnicity, race, colour, nationality, disability, gender identity, marital status, sexual orientation, age, languages spoken, faith and beliefs. We encourage you to apply and bring your full self to work, where you will be supported in your development at all stages of your journey with Alcidion.
  • Please indicate within your cover letter if you require any reasonable adjustments to the recruitment process to assist you in being considered for the role.
  • Prospective employees will be required to undertake pre-employment checks, which may include referee, criminal record, academic and employment history checks as required.
  • No agency enquiries or applications please. Alcidion will not accept any unsolicited agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with Alcidion.