Service Desk Analyst

Trosolwg o'r swydd

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. 

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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.

Gweithio i'n sefydliad

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 which 
represent 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 the 
recruitment process.