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Synnovis

About

Corporate Profile

Synnovis is a scientific organisation with a clinical purpose. In partnership with our service partners, Guy’s and St. Thomas’ Hospitals, King’s College Hospital and Princess Royal University Hospital, we aim to set the standard for the future of pathology.

Contact

Address
Friars Bridge Court
41-43 Blackfriars Road
London
SE1 8NZ

Find out more

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Open
Ref: VIS6735 Vacancy ID: 7266306

Service Desk Operator

Accepting applications until: 23-Jun-2025 23:59

Open

Accepting applications until: 23-Jun-2025 23:59

Location

Friars Bridge Court 41- 43
Blackfriars Road
London
SE1 8NZ
London

Contract type & working pattern

Permanent
Full time - 37.5 hours per week

Specialty

IT Service Desk

The place to work in pathology

We are looking for top talent to join the UK’s leading and fastest growing pathology company – a scientific organisation with a clinical purpose.

Working in partnership with our service partners, Guy’s and St. Thomas’ Hospitals, King’s College Hospital  and Princess Royal University Hospital we aim to set the standard for the future of pathology.

 

Job overview

This post represents an exciting opportunity for an individual with experience in Service Desk and IT Support to further develop their knowledge and capabilities.

You would be joining the IT Service Desk and End User Technology team. This team consist of 1st line engineers (Service Desk Operators) and 2nd line engineers (End User Technology Engineers).

The Service Desk team is responsible for the day-to-day IT support within Synnovis.

Situated 5 minutes from Blackfriars station.

Advert

  • Serve as the first point of contact for all IT-related queries, including phone calls and walk-ins.
  • Manage and resolve support tickets efficiently, including triaging and directing to relevant teams.
  • Administer user accounts and email through Microsoft Entra ID and associated systems.
  • Provide desktop support and hardware setup for onsite staff, including laptops and mobile phones.
  • Oversee equipment logistics, including courier arrangements and maintaining hardware records in the CMDB.

Working for our organisation

You will have a suite of learning opportunities available through The Synnovis Way Development programme which is used across Synnovis to enable you to reach your potential, learn new skills and achieve your goals.

This is managed between you and your line manager in line with your own personal and professional development ambitions.

You can apply for finance to drive innovation and service development for the benefit of patients through our Innovation Accelerator Fund.

Detailed job description and main responsibilities

  • Provide first point of call for all IT issues
  • Answer incoming phone calls and manage any walk-in queries
  • Manage individual ticket queue and ensure tickets are resolved in a timely manner
  • Triage incoming tickets to ensure they are directed to the appropriate teams
  • Create and manage user accounts in Microsoft Entra ID
  • Manage staff Email accounts
  • Manage staff desktops
  • Occasional desktop support for staff onsite
  • Set up hardware for staff onsite, e.g. building laptops, configuring company mobile phones
  • Organize courier deliveries/ collections for equipment between sites and staff
  • Manage equipment deliveries and ensure all hardware is documented in CMDB

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Person specification

Qualifications

Essential criteria
  • Information Technology Degree or comparable experience
Desirable criteria
  • ITIL Foundation

Experience

Essential criteria
  • Sound technical ability (relevant certifications will be highly advantageous). This includes excellent general IT knowledge of products and services and the ability to explain these to customers if needed.
  • Excellent all-round written and spoken communications skills
  • The ability to solve problems quickly and effectively whilst coaching those around you to do the same
Desirable criteria
  • Experience in a NHS or pathology environment

Skills & Knowledge

Essential criteria
  • Knowledge of best practices in IT and working within an ITIL framework
  • Excellent time management and the ability to prioritize urgent issues whilst maintaining business as usual
  • Ability to maintain professional composure when dealing with colleagues of all levels
  • Troubleshooting skills
  • Problem management
  • Technical Understanding
Desirable criteria
  • Good general knowledge of workflows within pathology and/or healthcare setting

Documents

Further details / informal visits contact

Name
Kashif Ghafoor
Job title
Head of IT Service Delivery
Email address
[email protected]

If you have problems applying, contact

Address
Synnovis
Open Monday to Friday
9am to 5pm
Telephone
01629 702338

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