Hybrid IT Service Desk Analyst (1st/2nd Line) – 37.5h

Wells & Co.; Chilton; Hybrid; GBP 23,000 - 32,000; Full time

Job summary

Wells & Co. in the United Kingdom is seeking an IT Service Desk professional to be the first point of contact for incidents across multiple business areas, on a hybrid schedule reporting to the Ferryhill depot.

You will diagnose and resolve issues where possible, escalate as needed to 3rd line, support Windows, AD, MDM, Office 365 and monitoring platforms, and assist in pharmacy IT systems across England/Scotland/Wales and Northern Ireland, contributing to reliable IT service.

Qualifications

• Experience in customer-facing IT support and incident handling.
• Familiarity with ITIL processes and incident management.

Responsibilities

• Act as the primary contact for IT incidents across the business.
• Resolve issues where possible and escalate to 3rd line as needed.
• Support Windows, Active Directory, MDM, and bespoke systems.
• Assist in pharmacy IT systems across England/Scotland/Wales and NI.
• Use monitoring platforms to analyze incidents and prevent repeats.
• Ensure incidents are prioritised correctly and tracked to resolution.
• Communicate clearly with users and resolving teams.
• Support project activities within the team’s capabilities.

Skills

ITIL

Customer service

1st/2nd line support

Troubleshooting

Ticketing systems

Windows

Office 365 / Azure AD

Tools

Active Directory

Azure AD

Mobile Device Management

Office 365

Monitoring platforms

Job description

Wells & Co. in the United Kingdom is seeking an IT Service Desk professional to be the first point of contact for incidents across multiple business areas, on a hybrid schedule reporting to the Ferryhill depot.

You will diagnose and resolve issues where possible, escalate as needed to 3rd line, support Windows, AD, MDM, Office 365 and monitoring platforms, and assist in pharmacy IT systems across England/Scotland/Wales and Northern Ireland, contributing to reliable IT service.