Care UK


Business Systems Service Desk Analyst

  • Post Code
  • CO4 9QB
  • Job Copy
  • Business Systems Analyst

    Location: Colchester

    Contract: Permanent


    The post holder’s duties will include the maintenance of the business systems, resolving end user problems and queries, assisting in system developments and the implementation of new functionality or features.

    The post holder will be someone who is able to identify problems and come up with solutions quickly. They will be expected to be a passionate advocate of the business systems, helping secure user buy-in for new system developments and/or introduction of new business processes.

    The postholder will deal with a wide variety of circumstances and issues using their professional expertise and experience, be familiar with and contribute to the broader business development and expansion of the Company and respond to new and changing requirements as the working environment develops.  This must be recognised as an integral part of the job.


    Key Responsibilities

    • Provide first line support for the business systems to operational and support service users.  Acts as a first point of contact for users of the system delivering professional expertise and resolves issues in a tactful, polite and approachable manner. 
    • Receive and log all support calls relating to the business systems using the division’s help desk systems.
    • Perform initial investigation into user queries and resolve where possible.
    • Escalate support calls and tasks to team members as appropriate.
    • Monitor the progress of support calls and provide feedback to users.
    • Ensure that all support calls are closed within SLA timescales.  Any exceptions to this are escalated to the Business Systems Supervisor.
    • Provision of support and training to staff in the use of the systems including ad hoc training to individuals over the telephone or video conferencing and assisting in delivering training to groups in a classroom environment.
    • Produce quality written procedures and user manuals to support the operation and maintenance of the systems.
    • Assist in the maintenance and operation of the business systems.  Tasks include maintaining code structures, reconciling balances, processing interface files, administering user access and maintaining workflow authorisation systems.
    • Carry out daily system maintenance work including checking the systems are functioning correctly and interface files been processed successfully.
    • Create new or change existing user accounts across all the business systems.
    • Participates in the testing of systems and processes as part of upgrading and developing new functionality or applications.
    • Complies with the Company Appraisal system and attend an appraisal every year and at least quarterly updates.
    • Ensure mandatory training requirements are met.
    • This list of key responsibilities is not exhaustive and the post holder may be required to undertake other relevant and appropriate duties as reasonably required.


    About us

    Established over 40 years ago, Care UK is one of the largest providers of residential care for older people, with over 12,000 employees and over 150 homes across the UK. We are the most awarded care home provider for the last two years, with more outstanding rated homes than any other provider.* That's why we're trusted by over 8,500 families. Our care homes provide a range of care services, from short-term respite care to nursing and specialist dementia care. We are committed to providing excellent care and have the highest quality ratings of the five biggest care home providers.

    We are growing, with an ambitious new build programme, having opened over 40 homes since 2013. We continue to grow and are building between six and ten homes a year, as well as continuing to invest in our older homes.

    *As rated by the Care Quality Commission in England and the Care Inspectorate in Scotland.


Care UK is committed to ensuring that it employs people with the right mix of talent, skills and potential and will assess every applicant fairly regardless of race, gender, religion, sexual orientation, responsibilities for dependents, age, physical/mental disability or offending background. Having a criminal record will not necessarily prevent you from working with us, it will depend on the nature of the role and background of any offence.