Service Desk Analyst - 12 Month FTC (we have office locations in Cambridge, Leeds & London)

Genomics England partners with the NHS to provide whole genome sequencing diagnostics. We also equip researchers to find the causes of disease and develop new treatments – with patients and participants at the heart of it all.

Our mission is to continue refining, scaling, and evolving our ability to enable others to deliver genomic healthcare and conduct genomic research.

We are accelerating our impact and working with patients, doctors, scientists, government and industry to improve genomic testing, and help researchers access the health data and technology they need to make new medical discoveries and create mor e effective, targeted medicines for everybody.

Job Description

We have an exciting opportunity for a Service Desk Analyst to join us here at Genomics England!

As an SDA, you will provide first and second line support to stakeholders, including participants, researchers, clinicians, internal users and others. This is an opportunity to join an organisation where you can confidently use your tech interest and knowhow for good, and play a part in our mission to evolve personalised genomic healthcare in the UK.

In this role, you will take responsibility for such things as the development of processes, documentation and FAQs, and supporting our colleagues with first- and second-line support. You'll seek opportunities to ensure that product support evolves, drive efficiencies in the delivery of service, exploit automation, and ensure that enquiries, incidents, requests and complaints are handled according to our procedures. 

The ideal candidate will have good knowledge of, and experience in things like:

• Data Protection
• GDPR and Cyber Security
• Knowledge of user account permissions
• Familiar with IT systems, and Office 365
• Research or BioInformatics Knowledge
• ITIL
• Service Desk functions

This is not a list of "must-haves" and we will provide learning and development opportunities for the successful candidate. If you have a keen interest in tech, and a selection of the above skills with the desire to learn more, we would be interested in hearing from you! 

It is, however, essential that you have:

• Excellent communication skills
• The ability to prioritise your workload, managing urgent requests, as well as some conflicting deadlines
• Experience of interacting with internal and external stakeholders at all levels

Additional Information

Salary from: £30,500

Closing Date: Sunday 15th June at 23:00 (UK time)

Being an integral part of such a meaningful mission is extremely rewarding in itself, but in order to support our people, we’re continually improving our benefits package. We pride ourselves on investing in our people and supporting them to achieve their career goals, as well as offering a benefits package including:

• Generous Leave: 30 days’ holiday plus bank holidays, additional leave for long service, and the option to apply for up to 30 days of remote working abroad annually (approval required).
• Family-Friendly: Blended working arrangements, flexible working, enhanced maternity, paternity and shared parental leave benefits.
• Pension & Financial: Defined contribution pension (Genomics England double-matches up to 10%, however you can contribute more if you wish), Life Assurance (3x salary), and a Give As You Earn scheme.
• Learning & Development: Individual learning budgets, support for training and certifications, and reimbursement for one annual professional subscription (approval required).
• Recognition & Rewards: Employee recognition programme and referral scheme.
• Health & Wellbeing: Subsidised gym membership, a free Headspace account, and access to an Employee Assistance Programme, eye tests, flu jabs.

Equal opportunities and our commitment to a diverse and inclusive workplace

Genomics England is actively committed to providing and supporting an inclusive environment that promotes equity, diversity and inclusion best practice both within our community and in any other area where we have influence. We are proud of our diverse community where everyone can come to work and feel welcomed and treated with respect regardless of any disability, ethnicity, gender, gender identity, religion, sexual orientation, or social background.

Genomics England’s policies of non-discrimination and equity and will be applied fairly to all people, regardless of age, disability, gender identity or reassignment, marital or civil partnership status, being pregnant or recently becoming a parent, race, religion or beliefs, sex or sexual orientation, length of service, whether full or part-time or employed under a permanent or a fixed-term contract or any other relevant factor.

Genomics England does not tolerate any form of discrimination, harassment, victimisation or bullying at work. Such behaviour is contrary to  our virtues , undermines our mission and core values and diminishes the dignity, respect and integrity of all parties. Our People policies outline our commitment to inclusivity.

We aim to remove barriers in our recruitment processes and to be flexible with our interview processes. Should you require any adjustments that may help you to fully participate in the recruitment process, we encourage you to discuss this with us.

Blended working model

Genomics England operates a blended working model as we know our people appreciate the flexibility that hybrid working can bring. We expect most people to come into the office a minimum of 2 times each month. However, this will vary according to role and will be agreed with your team leader. There is no expectation that people will return to the office full time unless they want to, however, some of our roles require full time on site attendance e.g., lab teams, reception team.

Our teams and squads have, and will continue to reflect on what works best for them to work together successfully and have the freedom to design working patterns to suit, beyond the minimum. Our office locations are: Canary Wharf, Cambridge and Leeds.

Onboarding background checks

As part of our recruitment process, all successful candidates are subject to a Standard Disclosure and Barring Service (DBS) check. We therefore require applicants to disclose any previous offences at point of application, as some unspent convictions may mean we are unable to proceed with your application due to the nature of our work in healthcare.