Job overview

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 full-time, site-based role located at our Hub in Basildon, Essex.

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.

Working for our organisation

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.