Hybrid IT Support Technician – Pathology IT Helpdesk

We are seeking a dedicated IT Support Technician to deliver a high-quality, ITIL-aligned support service across the SYNLAB UK & Ireland Group. This role is pivotal in ensuring a professional, customer‑focused experience, providing first‑line technical support and effective triage of incoming incidents and service requests. You will act as the first point of contact for a range of systems, including the Pathology First Laboratory Management System, the organisation’s Microsoft 365 environment, and core IT infrastructure across SYNLAB Laboratory Services. The role also involves remote support of LIMS and telephony systems, ensuring operational continuity across multiple sites.

A key focus of this position is the ongoing support and maintenance of SYNLAB user hardware and software, with a strong emphasis on delivering exceptional customer service and user satisfaction. You will play an important role in supporting the effective management of Pathology IT services, while maintaining the integrity, performance, and reliability of the Laboratory Information Management System. This is a hybrid/remote role working from our Hub based in Blackfriars, London with travel to the Hub in Basildon, Essex when required.

Main duties of the job:

• You will be responsible for effectively managing the service queue within the call handling system, ensuring all incidents and requests are progressed and resolved in line with agreed service level agreements (SLAs).
• You will respond promptly to customer queries via email and telephone, consistently delivering a high standard of customer care and achieving strong satisfaction outcomes.
• The role requires you to support the smooth day‑to‑day operation of ICT systems across the organisation, helping to ensure minimal disruption to business services.
• In addition, you will actively engage in ongoing training and development, completing agreed learning and achieving relevant certifications in a timely manner to support both personal growth and service excellence.

SYNLAB UK & Ireland work closely with clinicians, hospitals, occupational health providers and clinical researchers to deliver comprehensive pathology services. We thrive in diverse environments, which is mirrored in our workforce, clients, customers, suppliers, communities, and partners. We believe that an inclusive workplace culture is essential for attracting and retaining talented individuals, and for building a sustainable, high‑performing workforce. Our staff are crucial to our mission of making a positive impact on healthcare.

We foster a culture of continuous personal development, providing scientists and staff with the support and resources needed to acquire new skills and advance their careers through learning and development opportunities, coaching, and clear career pathways. We encourage an open and collaborative culture where leaders act as role models, facilitate two‑way communication, engage transparently with staff and stakeholders, and actively seek feedback and suggestions.

Detailed job description and main responsibilities:

• Act as a first point of contact, diagnosing and resolving issues face‑to‑face or remotely.
• Manage helpdesk tickets end‑to‑end, ensuring timely resolution in line with SLAs.
• Install, configure, and maintain IT equipment, systems, and authorised applications.
• Monitor and maintain systems and networks, troubleshooting faults and replacing hardware where required.
• Liaise with internal teams and external suppliers to resolve technical issues effectively.
• Support user account management, including onboarding and password support.
• Create and maintain documentation, knowledge base articles, and operational procedures.
• Contribute to IT projects, system rollouts, and continuous service improvement.
• Ensure compliance with standard operating procedures, audits, and best practices.
• Deliver excellent customer service and provide training or guidance to colleagues where needed.
• Manage workload effectively, prioritising multiple tasks and escalating complex issues as appropriate.
• Participate in on‑call rotas and maintain up‑to‑date knowledge of emerging technologies.

This role is based at our Hub, an eight‑storey building, working across 10 floors including the ground and lower ground floors. The corporate function operates from the hub on the 8th floor, above the laboratories underneath. This is a total net internal area of almost 10,000m squared across the 10 floors. Based in Blackfriars, it’s less than a 5 minute walk from Southwark Tube or Blackfriars station and nestled closely to a vast array of entertainment and fabulous places to dine, relax and meet people.

Person specification:

Qualifications:

• Degree/HND level computing qualification or Equivalent proven knowledge in IT & technology fields.

Experience:

• Experience working across a wide range of IT environments and platforms.
• Previous IT Service Desk experience with demonstrable evidence.
• Experienced in Virtualisation Technologies (knowledge and support of Citrix).
• WAN & LAN Network knowledge including monitoring and troubleshooting.
• Experience with a variety of backup technologies and methods.
• Experience of Tech Support in a Healthcare Environment.

Skills & Knowledge:

• Significant experience of Microsoft Windows (both Desktop & Server) Operating Systems support.
• Microsoft Certified Professional certifications or other recognised IT certification.

Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. All applicants are welcome to apply regardless of age, disability, gender, marital status, race, nationality or ethnic origin, religion, or sexual orientation. Equality of opportunity is our policy.

For our Permanent workforce we offer a competitive benefits package. All employees are entitled to:

• Contributory pension scheme.
• Generous annual leave entitlement.
• Ground breaking development opportunities.

All employees have a responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.