UK Health Security Agency

Service Desk Analyst

Information:

This job is now closed

Job summary

We are a discrete service working within UKHSA that focuses on developing and supporting systems that provide the NHS frontline with the functionality needed for both vaccine and pandemic response stock ordering. Additionally, we provide uptake monitoring and evaluation of the national immunisation programmes.

Our small team are passionate about what we do. We have ambitions to grow, evolve and improve the services and IT products we provide to our important client base.

The post holder will provide support and guidance to customers needing assistance. The primary goal of the role is to address inquiries by phone or email, troubleshoot problems, and ensure a positive user experience in relation to the ImmForm website.

Main duties of the job

Working as part of a small team in this fast-paced environment, you will carry out the following duties:

  • First point of contact for all calls to the helpdesk, responding to all calls in a timely manner.
  • Triaging, logging and escalating calls and enquiries as appropriate and providing robust management of calls and queries, ensuring effective and accurate recording onto logs for the generation of reports.
  • Personally, dealing with and answering all non-clinical calls, providing accurate advice, and following up as required, escalating any calls requiring a clinical /specialist response to the appropriate program team.
  • Identifying actual or potential incidents and ensuring effective systematic communication to relevant colleagues.
  • Assisting the helpdesk manager in analysing data and generating reports.
  • Developing strategies to maximise data quality and prevent data entry errors.
  • Any other tasks as required commensurate with the role.

You will also be required to carry out any other duties as may reasonably be required by your line manager. Please see the job description for the full list of duties and responsibilities.

About us

We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.

UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.

Please visit our careers site for more information https://gov.uk/ukhsa/careers

Details

Date posted

06 March 2025

Pay scheme

Other

Salary

£27,275 to £36,176 a year per annum, pro rata

Contract

Permanent

Working pattern

Full-time, Part-time, Job share, Flexible working

Reference number

919-JP-61649704-EXT

Job locations

Birmingham, Leeds, London, Liverpool

Birmingham, Leeds, London, Liverpool

E14 4PU


Job description

Job responsibilities

The post holder will work on the ImmForm Platform which is the primary way in which health professionals contact UK Health Security Agency regarding supply of vaccines/medicines and vaccine uptake coverage collections. They will be the first point of contact for all incoming queries via telephone or email, ensuring efficient and effective support for both technical and non-clinical inquiries. This role involves triaging, logging, and escalating calls as needed while ensuring accurate reporting and effective communication with the relevant teams.

Please note that 80% of the primary focus of this role is addressing customer inquiries, complaints, and providing general support related to vaccines/medicines and account setups. With only 20% technical support and resolving IT-related issues.

Essential criteria

  • Experienced at working under pressure handling multiple tasks and prioritising own workload.
  • Experience working as part of a team in a customer-oriented environment, dealing with a wide range of customers.
  • Attention to detail, ensuring accuracy including data entry and quality assurance checks.
  • Good understanding of computer record functions and processes.Problem-solving skills and the ability to think quickly and creatively when faced with a novel or unexpected issue.
  • Clear and concise communicator, both orally and in writing, considering the best communication channel to use for the audience.
  • IT skills - Microsoft Office experience, including Word, Outlook, Excel.

Desirable criteria

  • Experience working closely with IT teams.
  • Experience using and promoting Quality Assurance processes to improve business outcomes.
  • Evidence of strong communication skillset with multiple stakeholders.
  • Strives for excellence, is innovative and creative.
  • Demonstrates use of sound judgement, evidence, and knowledge to arrive at accurate and clear and advice.
  • Evidence of taking ownership of problems and proactively involving relevant stakeholders to reach a solution.

Selection Process Details

This vacancy is using Success Profiles and will assess your Behaviours and technical experience.

Stage 1: Application & Sift

You will be required to complete an application form. You will be assessed on the listed 7 essential criteria, and this will be in the form of a:

  • Application form (Employer/ Activity history section on the application)
  • 500 word Statement of Suitability.

This should outline how your skills, experience, and knowledge, provide evidence of your suitability for the role, with reference to the essential criteria.

The application form and Statement of Suitability will be marked separately, and you must pass both to move forward to interview.

Longlisting: In the event of a large number of applications we will longlist into 3 piles of:

  • Meets all essential criteria
  • Meets some essential criteria
  • Meets no essential criteria

Please note only those applications meeting all the essential criteria will be taken through to shortlisting.

Shortlisting: In the event of a large number of applications we will shortlist on:

  • Experience working as part of a team in a customer-oriented environment, dealing with a wide range of customers

Desirable criteria may be used in the event of a large number of applications / large amount of successful candidates

If you are successful at this stage, you will progress to interview and assessment.

Please do not exceed 500 words. We will not consider any words over and above this number.

Please note you will not be able to upload your CV. You must complete the application form in as much detail as possible. Please do not email us your CV.

Feedback will not be provided at this stage.

Stage 2: Interview

You will be invited to a remote interview.

Behaviours and technical experience will be tested at interview.

The Behaviours tested during the interview stage will be

  • Making Effective Decisions
  • Working Together
  • Managing a Quality Service
  • Delivering at Pace

Interviews will be held week commencing 28th April and/or 5th May 2025. Please note, these dates are subject to change.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Location

This role is being offered as hybrid working based at any of our Core HQs in either Birmingham, Leeds, Liverpool or London.

We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours in the office (approximately 3 days a week pro rata, averaged over a month).

Our core HQ offices are modern and newly refurbished with excellent city centre transport link and benefit from benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).

Eligibility Criteria

Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants).

Security Clearance Level Requirement

Successful candidates must pass a disclosure and barring security check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Personnel Security Standard clearance.

Job description

Job responsibilities

The post holder will work on the ImmForm Platform which is the primary way in which health professionals contact UK Health Security Agency regarding supply of vaccines/medicines and vaccine uptake coverage collections. They will be the first point of contact for all incoming queries via telephone or email, ensuring efficient and effective support for both technical and non-clinical inquiries. This role involves triaging, logging, and escalating calls as needed while ensuring accurate reporting and effective communication with the relevant teams.

Please note that 80% of the primary focus of this role is addressing customer inquiries, complaints, and providing general support related to vaccines/medicines and account setups. With only 20% technical support and resolving IT-related issues.

Essential criteria

  • Experienced at working under pressure handling multiple tasks and prioritising own workload.
  • Experience working as part of a team in a customer-oriented environment, dealing with a wide range of customers.
  • Attention to detail, ensuring accuracy including data entry and quality assurance checks.
  • Good understanding of computer record functions and processes.Problem-solving skills and the ability to think quickly and creatively when faced with a novel or unexpected issue.
  • Clear and concise communicator, both orally and in writing, considering the best communication channel to use for the audience.
  • IT skills - Microsoft Office experience, including Word, Outlook, Excel.

Desirable criteria

  • Experience working closely with IT teams.
  • Experience using and promoting Quality Assurance processes to improve business outcomes.
  • Evidence of strong communication skillset with multiple stakeholders.
  • Strives for excellence, is innovative and creative.
  • Demonstrates use of sound judgement, evidence, and knowledge to arrive at accurate and clear and advice.
  • Evidence of taking ownership of problems and proactively involving relevant stakeholders to reach a solution.

Selection Process Details

This vacancy is using Success Profiles and will assess your Behaviours and technical experience.

Stage 1: Application & Sift

You will be required to complete an application form. You will be assessed on the listed 7 essential criteria, and this will be in the form of a:

  • Application form (Employer/ Activity history section on the application)
  • 500 word Statement of Suitability.

This should outline how your skills, experience, and knowledge, provide evidence of your suitability for the role, with reference to the essential criteria.

The application form and Statement of Suitability will be marked separately, and you must pass both to move forward to interview.

Longlisting: In the event of a large number of applications we will longlist into 3 piles of:

  • Meets all essential criteria
  • Meets some essential criteria
  • Meets no essential criteria

Please note only those applications meeting all the essential criteria will be taken through to shortlisting.

Shortlisting: In the event of a large number of applications we will shortlist on:

  • Experience working as part of a team in a customer-oriented environment, dealing with a wide range of customers

Desirable criteria may be used in the event of a large number of applications / large amount of successful candidates

If you are successful at this stage, you will progress to interview and assessment.

Please do not exceed 500 words. We will not consider any words over and above this number.

Please note you will not be able to upload your CV. You must complete the application form in as much detail as possible. Please do not email us your CV.

Feedback will not be provided at this stage.

Stage 2: Interview

You will be invited to a remote interview.

Behaviours and technical experience will be tested at interview.

The Behaviours tested during the interview stage will be

  • Making Effective Decisions
  • Working Together
  • Managing a Quality Service
  • Delivering at Pace

Interviews will be held week commencing 28th April and/or 5th May 2025. Please note, these dates are subject to change.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Location

This role is being offered as hybrid working based at any of our Core HQs in either Birmingham, Leeds, Liverpool or London.

We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours in the office (approximately 3 days a week pro rata, averaged over a month).

Our core HQ offices are modern and newly refurbished with excellent city centre transport link and benefit from benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).

Eligibility Criteria

Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants).

Security Clearance Level Requirement

Successful candidates must pass a disclosure and barring security check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Personnel Security Standard clearance.

Person Specification

Application form

Essential

  • Application form

Statement of Suitability

Essential

  • Statement of Suitability

Behaviours

Essential

  • Making Effective Decisions
  • Working Together
  • Managing a Quality Service
  • Delivering at Pace
Person Specification

Application form

Essential

  • Application form

Statement of Suitability

Essential

  • Statement of Suitability

Behaviours

Essential

  • Making Effective Decisions
  • Working Together
  • Managing a Quality Service
  • Delivering at Pace

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

UK Health Security Agency

Address

Birmingham, Leeds, London, Liverpool

Birmingham, Leeds, London, Liverpool

E14 4PU


Employer's website

https://www.gov.uk/government/organisations/uk-health-security-agency (Opens in a new tab)

Employer details

Employer name

UK Health Security Agency

Address

Birmingham, Leeds, London, Liverpool

Birmingham, Leeds, London, Liverpool

E14 4PU


Employer's website

https://www.gov.uk/government/organisations/uk-health-security-agency (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Recruitment Support

Jonathan Payne

jonathan.payne@ukhsa.gov.uk

Details

Date posted

06 March 2025

Pay scheme

Other

Salary

£27,275 to £36,176 a year per annum, pro rata

Contract

Permanent

Working pattern

Full-time, Part-time, Job share, Flexible working

Reference number

919-JP-61649704-EXT

Job locations

Birmingham, Leeds, London, Liverpool

Birmingham, Leeds, London, Liverpool

E14 4PU


Supporting documents

Privacy notice

UK Health Security Agency's privacy notice (opens in a new tab)