Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide first line support to healthcare professionals and manage Pathology IT systems.
- Company: Join the East Suffolk and North Essex NHS Foundation Trust, a leading healthcare provider.
- Benefits: Enjoy flexible working, generous leave, training opportunities, and NHS discounts.
- Why this job: Make a real difference in patient care while developing your skills in a supportive environment.
- Qualifications: Strong communication skills and a passion for customer service are essential.
- Other info: Be part of a dedicated team committed to improving healthcare services.
The predicted salary is between 36000 - 60000 £ per year.
Overview
We are looking for a Pathology Service Desk Analyst to join our Pathology service desk team until 31st March 2026.
You can join our team to deliver innovative, high-performing pathology services that is focused on our service users and delivers high quality and fully compliant services. We are in the unique position of providing a dedicated Pathology team with the aim of producing a highly skilled workforce through the provision of continued training and development for our staff.
Responsibilities
- Provide an efficient and courteous first line support service to a range of Healthcare professionals, patients and service users across the Pathology and NHS service
- Provide support for Pathology IT systems and applications, managing and escalating incidents in accordance with Service Level Agreements in conjunction with Trust support staff and third party support organisations
- Demonstrate best practice in Service Desk operations
- Ensure training and development needs detailed in your personal development plan are followed up and the effectiveness of the acquired training and development evaluated in terms of self, patient and service
- Review calls and identify personal and professional development opportunities that are consistent with excellent customer service
- Maintain up to date technical knowledge of operating systems and applications
- To process service requests from user
- To undertake general administration duties
- To respond to emails sent to the Service Desk generic mailbox as set out by the Customer Service Desk Manager
- Develop an understanding of the Pathology IT applications in order to be able to advise users on any problems encountered, including understanding the functions within the service
- A wide range of customers and clinical colleagues may need to be communicated to regarding sensitive and complex
- Calls and incidents are to be resolved in a timely manner as set out within the SLAs and escalate as appropriate
- Use own initiative to prioritise workload and monitor own incoming call traffic (calls waiting/dashboard)
- Initial line support, receiving calls and emails, acts as first line customer liaison
- Booking blood tests for patients and clinicians on their behalf via the telephone
- Recording and tracking incidents and complaints
- Initial investigation of incidents
- Closing Incidents and Customer Service Requests once agreement with the individual
- Test results are to be provided via various (LIMS) Laboratory Management information systems
- Where possible customer service desk staff should provide the appropriate information to callers seeking clinical advice or test information as requested
- Where possible shift absences will require suitable shift cover
About ESNEFT
We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients’ own homes.
We are one of the largest NHS organisations in England, employing more than 12,000 staff.
Why join
We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options.
Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.
Our philosophy is that Time Matters to everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients.
We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what’s widely regarded as the world’s best EPR system to ESNEFT, transforming life in hospital for staff and patients.
Application
If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you.
Find out about living and working here – www.youtube.com/watch?v=GkPu7HphU8A
For full details of the responsibilities and duties of this role please see the attached job description.
This advert closes on Tuesday 23 Sep 2025
#J-18808-Ljbffr
Pathology Service Desk Call Analyst | East Suffolk and North Essex NHS Foundation Trust employer: Colchester Hospital University NHS Foundation Trust
Contact Detail:
Colchester Hospital University NHS Foundation Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Pathology Service Desk Call Analyst | East Suffolk and North Essex NHS Foundation Trust
✨Tip Number 1
Get to know the Pathology service inside out! Familiarise yourself with the IT systems and applications mentioned in the job description. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Tip Number 2
Practice your communication skills! As a Service Desk Analyst, you'll be dealing with healthcare professionals and patients. Role-play scenarios with friends or family to get comfortable with handling sensitive calls and providing excellent customer service.
✨Tip Number 3
Don’t forget to showcase your problem-solving skills! Think of examples from your past experiences where you’ve successfully resolved issues. This will demonstrate your ability to manage incidents effectively, which is key for this role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining our team at ESNEFT. We can’t wait to see your application!
We think you need these skills to ace Pathology Service Desk Call Analyst | East Suffolk and North Essex NHS Foundation Trust
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight how your skills and experiences align with the Pathology Service Desk Analyst role. We want to see how you can contribute to our innovative and high-performing team!
Showcase Your Customer Service Skills: Since this role involves providing first-line support, emphasise any previous experience you have in customer service. We love candidates who can demonstrate their ability to handle sensitive situations with care and professionalism.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key achievements and qualifications stand out without unnecessary fluff!
Apply Through Our Website: Don’t forget to submit your application through our official website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Colchester Hospital University NHS Foundation Trust
✨Know Your Pathology Systems
Before the interview, brush up on your knowledge of Pathology IT systems and applications. Familiarise yourself with common issues that healthcare professionals might face and think about how you would resolve them. This will show your potential employer that you're proactive and ready to hit the ground running.
✨Practice Customer Service Scenarios
Since you'll be providing first-line support, it's crucial to demonstrate excellent customer service skills. Prepare for role-play scenarios where you might need to handle difficult calls or emails. Think about how you would maintain professionalism and empathy while resolving issues.
✨Showcase Your Initiative
During the interview, highlight instances where you've used your initiative to prioritise tasks or improve processes. Share specific examples of how you've managed workloads effectively in previous roles, especially in high-pressure environments like healthcare.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. Inquire about the training and development opportunities available, or ask how the team measures success in delivering high-quality services. This shows your genuine interest in the role and the organisation's commitment to staff development.
