Service Desk Analyst

Lisa Thomson, on March 6, 2018

Do you have a passion for delivering exceptional customer service? Are you a solution and commercially focused problem solver who enjoys taking ownership of challenges, developing your skills and operating in a fast-paced service delivery environment?

We’re looking for a talented Service Desk Analyst to join our services team, working within an ITIL framework.

Aridhia’s cloud-based business model is delivered through AnalytiXagility, our innovative data analysis platform. Our services enable healthcare and research organisations to accelerate their analytic projects to develop new, data-driven approaches to healthcare and improving patient outcomes. Working with us is a chance to make your mark improving lives, working with a team of highly creative and talented people using cutting-edge technologies.

To apply for this position please send your CV and a covering letter to

What you’ll deliver

The successful candidate will work as part of a small team, ensuring that our platform, which runs in a cloud infrastructure, is operating effectively, and working closely with customers to provide guidance, answer questions and resolve any issues.

This will involve:

  • Providing excellent customer service to Aridhia’s customers and partners located in various countries.
  • Solving problems, troubleshooting and finding the best solution for our customers.
  • Creating service reports for incidents, problems and changes.
  • Maintaining and configuring basic infrastructure, including laptops and printers.
  • Support for new colleagues and customers regarding use of IT services.
  • Adhering to Information Security policies.

What you’ll bring

  • Experience of working in small teams that are multidisciplinary and demonstrate flexibility and a willingness to be involved in a broad spectrum of responsibilities and tasks.
  • The motivation to improve the customer experience and see issues being solved quickly and efficiently.
  • Previous exposure to the ITIL framework and the ability to apply this to your processes.
  • Excellent communication skills to build and maintain effective working relationships with senior management and stakeholders, including third party suppliers and clients.

What we offer in return

Aridhia is an entrepreneurial and ground-breaking company. We follow an agile working method with daily team stand-ups, progress boards, sprints, and show and tell sessions, to keep people informed and involved as projects evolve, and to share knowledge across teams.

In addition to competitive remuneration packages with opportunities to share in our commercial success, we offer the following benefits:

  • 35 days annual holiday entitlement, inclusive of four public holidays
  • Private healthcare for employees and their families
  • Death in Service scheme
  • Generous Company Pension scheme
  • Childcare Vouchers scheme
  • Cycle to Work scheme
  • Enhanced maternity, paternity and sick pay benefits
  • Individually tailored induction and personal development plans
  • Opportunities for international travel


Lisa Thomson

Head of HR

Lisa has a range of HR experience gained in high-growth, Scottish technology companies including Wolfson Microelectronics, Axios Systems, and Sumerian Europe prior to working with Aridhia Informatics in 2010. Lisa is also Director for Scotland of Startup Grind, a networking organisation for entrepreneurs, and is a 2014/15 Saltire Fellow with Entrepreneurial Scotland. She has recently returned from a programme of accelerated MBA programme studies at Babson College in Boston USA and is Founder of Purpose, a niche HR/Management growth consultancy to early stage and investor backed businesses.

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