IT Service Desk Analyst

LIVI is Europe’s leading digital healthcare company. We are using technology to digitise healthcare and provide a service that gives the patient the best possible healthcare experience, regardless of location.

Position: IT Service Desk Analyst

Salary: £21,000 - £25,000 - dependent on experience 

Hours: Full time, 40 hours per week. (Working hours subject to agreement but will be between the hours of 7:30am - 10:00pm Monday to Friday. 7:30am- 5:00pm Saturday to Sunday)

Division: Medical Operations (Service Delivery)

Location: Waterloo, London, UK / remote

Reporting to: Head of UK Service Delivery


We are looking for an experienced IT Service Desk Analyst to join our growing team. 3+ years work experience in IT and end-user tech support is required, or equivalent, as well as experience with supporting healthcare systems (EMIS and/or SystmOne)  and medical records. 

For this role, we are looking for someone who is deeply passionate about IT and really enjoys helping end-users with a range of IT issues/queries. The successful candidate will be someone who loves troubleshooting, diagnosing, and ensuring issues are led right through to resolution. 

The successful candidate will be someone who has previously worked in a fast-paced IT Service Desk Analyst role. Experience working in a healthcare setting (e.g. in a CCG, hospital, GP practice setting) is desirable. 

Responsibilities will include:

  • Apply your IT wisdom and experience to the Support operation. 3+ years of IT and end-support experience will be optimal for this role.
  • Support remote clinical colleagues with hardware and software problems, requests, and training.
  • Troubleshoot, document, and escalate remote issues with Windows computers, Android and iOS mobile devices, EMRs (EMIS and/or SystmOne), printers, prescription/EPS issues, NHS smartcards, login issues, and other IT related technologies 
  • Handle diverse support requests through our ticketing system (Halp and Zendesk) meeting key SLAs for response and resolution time
  • Work with other markets at Kry/Livi to escalate ongoing IT issues and ensure that they are managed through to resolution
  • Support our Clinician Operations and GP Support teams in identifying and resolving ongoing IT issues for our clinical staff so they are supported as much as possible
  • Provide training and support to our clinical staff, GP Support and Clinician Operations teams on all things IT 
  • Liaising with EMR vendors (EMIS & SystmOne) to ensure the best possible service, escalating IT issues to ensure they are resolved in a timely manner
  • Contribute to the creation, facilitation, and maintenance of FAQ documents, knowledge articles, and user guides

Who you are: 

  • Essential - Must have 3+ years of experience providing in-depth IT troubleshooting and resolution. 
  • Desirable: You may have previously worked in an IT support role such as a Service Desk Analyst at a hospital, CCG, GP surgery/Federation, etc. 
  • Desirable: ITIL Foundation Certificate in IT Service Management, qualification in IT support 
  • Ability to work in a fast-paced environment managing, troubleshooting, and resolving multiple IT queries/issues to tight SLAs
  • You are able to communicate technical information to others clearly  
  • You have patience and understanding to users at all levels 
  • Excellent communication skills - Able to demonstrate effective listening, verbal and written skills and can demonstrate a good standard of written communication 
  • You are able to resolve IT issues remotely and in person 
  • A confident team player who enjoys troubleshooting, diagnosing, and resolving a diverse range of IT issues 
  • Driven to achieve high standards, hard-working, willing to learn & be flexible to take on new challenges.
  • Strong understanding of Microsoft desktop operating systems and associated applications to deal with user queries/resolutions
  • Experience in liaising with EMR vendors (EMIS and/or SystmOne) to escalate issues and see through to resolution
  • Experience in providing end-user IT training 
  • Significant skills in IT systems, including but not limited to: 
    • Windows 10 
    • Office 365 
    • Desktop and laptop support 
    • VPNs 
    • EMRs (EMIS and/or SystmOne) 
    • Mobile device (mobile phone, authenticators etc.) 
    • Hardware including printers, smartcard readers from set-up/configuration to troubleshooting

What you’ll get:

  • Permanent employment in a fun, impactful team
  • Chance to be part of an innovative, well-funded company looking to provide greater access to healthcare to all patients
  • Free Breakfast and Healthy Snacks
  • Annual Wellness Benefit (money to spend on massages, yoga or gym membership!)
  • Extra Pension Contribution
  • Cycle to Work Scheme
  • Regular Team Socials
  • The opportunity to have a distinct, positive impact on the future of healthcare for millions of UK patients

This is your chance to work for a meaningful company that encourages personal development and celebrates diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, or marital status.

Additional information

  • Remote status

    Flexible remote

Or, know someone who would be a perfect fit? Let them know!


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