IT Analyst - IBEX

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About the role

Job Title: IT Analyst Location: London Competitive salary and benefits   Introduction to role: Are you ready to turn frontline technology support into a catalyst for better decisions, faster science and ultimately improved patient outcomes? Join us to be the trusted first point of contact for colleagues across the UK, resolving issues quickly and enabling them to get the most from our digital tools and platforms.   In this role, you will provide dependable first- and second-line support across telephone, live chat, service desk, Genius Bar and desk-side channels. You will own incidents through to resolution or effective escalation, support hardware break fix activity, and contribute to IT projects that drive adoption and continuous improvement. You will also help colleagues build confidence with our core platforms by running training sessions and creating simple, practical how-to guides.   From day one, you will be supported to become a platform expert across a wide range of technologies, from CRM and collaboration tools to data cloud and analytics environments. How would you turn a tricky incident into a learning moment that lifts adoption across the business? If you thrive on solving problems, staying calm under pressure and making technology work better for everyone, this is your next step.   Accountabilities: Service Desk Excellence: Provide first- and second-line support via phone, chat, service desk, Genius Bar and desk-side channels to minimise disruption and improve user experience. Incident Ownership: Diagnose and resolve common IT, device, software, access and connectivity issues; take full ownership through resolution or effective escalation. Escalation Management: Partner with offshore 2nd line and broader 3rd line teams to escalate underlying or complex issues, ensuring timely, high-quality outcomes. Platform Enablement : Deliver Level 1 system support for core technology platforms, including data quality checks, user access controls and escalation of data alerts to maintain platform integrity. Knowledge Creation: Develop clear how-to guides, videos and process documentation; contribute to technical documentation such as process and data flows to raise colleague self-sufficiency. Training and Adoption: Run targeted training sessions to reinforce best-practice use of tools ahead of business-critical processes, increasing confidence and consistency across teams. Hardware and Release Support: Support hardware break fix, technology upgrades, releases and deployments to keep colleagues productive and protected. Data and Access Stewardship: Refresh databases, grant database access and upload tables; help users address common questions such as extracting data from visualisation tools. Stakeholder Communication: Keep ticket raisers informed with clear, simple updates; maintain accurate service records and uphold agreed service levels. Continuous Improvement: Identify recurring issues, suggest improvements and contribute to better ways of working that enhance reliability, speed and user satisfaction.   Essential Skills/Experience: • Degree-level education in information technology, computer science, engineering or equivalent relevant experience   • Experience diagnosing and resolving common IT, device, software, access or connectivity issues • Strong customer-service orientation and commitment to an excellent user experience • Clear written and verbal communication, with the ability to explain technical information simply • Ability to organise and prioritise work, use initiative and operate within defined procedures • Ability to work calmly under pressure in a support environment and meet agreed service levels • Strong attention to detail and accuracy in maintaining service records • Must be able to enter and maintain calls in

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