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Analyst, Service Desk

Req # JR - 187089 Location Gloucester, England, United Kingdom Job Category Information Technology Date posted 11/05/2025
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Overview

This is where we value your strategic mindset, technical expertise and passion for innovation. If you are someone who has the ability to transform strategies into actionable plans while also demonstrating empathy and a willingness to assist others, this might be the right opportunity for you. Your contributions will make a significant impact on Baxter's mission to save and sustain lives.

  • Paid Time Off

  • Employee Heath & Well-Being Benefits

  • Continuing Education/ Professional Development

  • Support for Parents

  • Employee Assistance Program

Success Profile

What makes a successful Information Technology team member at Baxter? Take a look at some of the top traits we’re looking for and see if you’re a fit.

  • Strategic Business Partner
  • Communicator
  • Curious
  • Results driven
  • Collaborative
  • Problem Solver

Analyst, Service Desk

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This is where your work makes a difference.

At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond.

Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results.

Here, you will find more than just a job—you will find purpose and pride. 

Your role at Baxter

This is where my expertise drives business innovation

For you, it’s all about the people. As a Service Desk Analyst, your impact on patient care is always top of mind. Your desire for challenging, mission-driven work and eagerness to meet unforeseen challenges head-on provide robust opportunities to grow your career as a business-focused partner. Baxter trusts and appreciates your curious and collaborative problem-solving nature. You enjoy taking ownership of processes that enable the business to work and serve our customers more efficiently.

You'll act as a first point of contact and provide first line fixes and support for external customers. You will have excellent customer service skills and be ready to work within a structured, fast moving environment, using best practice processes

What you'll be doing;

  • Be the central point of contact for all issues and certain change requests, ensuring that they are dealt with in a timely and effective manner, in line with agreed Service Level Agreements (SLA’s), and be responsible for ensuring relevant issues can be closed in consultation with the user.
  • Assign a suitable priority according to the Support Teams SLA.
  • Investigate and resolve issues where able to, or raise where necessary to ensure an effective resolution.
  • Take ownership of an issue, even those that have been escalated and ensure that the customer is fully aware of progress on a regular basis.
  • Ability to work shifts (when called upon) and be flexible with core working hours to ensure continuity of service and support to both UK and International customers.
  • Manage change requests for software upgrades and provide project co-ordination for such activities on behalf of the customer.
  • Provide proactive monitoring of customer servers and interfaces using the appropriate monitoring service.

What you'll bring;

  • Qualification in ITIL or similar would be advantageous
  • A level in an IT based subject (or similar) is desirable
  • Excellent communication skills maintaining a clear, positive and professional manner at all times.
  • Attention to detail.
  • Ability to network and liaise with both internal and external teams.
  • Be able to empathise with the ICNet customer base and achieve high levels of customer satisfaction.
  • Ability to work in a fast paced, team orientated, collaborative environment.
  • Lead by example, especially on customer focused tasks.
  • Excellent organisational ability.
  • Good analytical and problem solving skills.

What are some of the benefits of working at Baxter?

  • Professional development opportunities
  • Pension
  • High importance placed on work life balance
  • 25 days annual leave (increasing with service)

#IND-UKOPS

#IND-UKCOM

LI-BAXGEN

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

Recruitment Fraud Notice

Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.

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Address

Explore this location ICNet, 1st Floor, 1210 Lansdowne Court Gloucester Business Park, Brockworth
Gloucester
Gloucestershire
GL3 4AB
United Kingdom Explore This Location

Hear from Our Employees

Our company is enriched by a diverse population of individuals in more than 100 countries that work to solve, innovate, manufacture and drive better healthcare options for patients around the world.

Meet Anchal Tayal, Principal Software Engineer, India

“I am proud to be associated with a company whose mission is to Save and Sustain lives. As a Principal Engineer, my key responsibility is to design and implement the new product features in the most efficient, effective, and maintainable way. These products are designed to empower our patients worldwide. It has been an exciting journey so far full of learnings and a sense of satisfaction in what we do and how it impacts lives.”

Meet Jorge Ramirez, Senior Specialist - Mexico

“Technical skills are really important, but in my case, Baxter helped me in developing soft skills like leadership, work ethic, problem-solving, adaptability, and communication. I’ve learned this by following the example of my manager and some other valuable people. Baxter was the first company that offered me a career plan since the beginning, that was a game changer for me.”

Meet Malgorzata Grzesik, Senior Project Manager, USA

“I feel that everything that I know at work, I learned it from others. We have amazing people from all over the world with different backgrounds, whom I get to work with and learn from every day. I am part of an organization where developing new skills and growing professionally are welcomed and embraced. I have been given many opportunities to grow and take on new challenges. I am also excited and ready for the new ones to come along. With the support of our IT leaders and amazing teammates, we do great things.”

Meet Reagan, Senior Research Scientist in the United States

“For me, the best thing about working at Baxter is being able to do work that’s important to people—especially patients—outside of Baxter's walls. Inside our walls, I get to work with a fantastic team, and we know we're making a difference.”

Meet Karthik, Director of Renal Care R&D - Digital Health & Co-President of the Asian Leadership Network Business Resource Group, United States

“I’m excited about my role because I believe that digital initiatives can make a tremendous impact on lives by allowing people to access the same therapies and have similar care — whether in a hospital, a healthcare clinic, or the patient’s home — anywhere in the world.”

Meet Amitha, Research Associate in India

“Coming from a non-healthcare academic background, my current role has offered ample opportunities to learn a lot of new things. Leaders at Baxter are motivating, help us grow and provide a collaborative environment. The role gives me opportunities to have technical discussions with peers and subject matter experts globally, to learn interacting with customers, and manage project deadlines and deliverables. I am excited about shaping my career here at Baxter.”

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