Hybrid Service Desk Analyst - SLA-Focused IT Support

Valsoft Corporation; Chorley; Hybrid; GBP 18,000 - 26,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Positive Solutions Limited is seeking a Service Desk Analyst to provide first-line IT support and excellent customer service across the organisation. You will log, diagnose, and resolve incidents, escalate when necessary, and contribute to compliance with ISO 27001 and ISO 9001.

Located in Chorley, UK, the role emphasizes strong communication, customer-centric service, and teamwork within a growing IT function that supports pharmacies and care homes nationwide.

Qualifications

• Minimum of 6 months’ experience in a service desk or IT support role.
• Strong problem-solving and troubleshooting skills.
• Excellent customer service and clear communication.
• Ability to explain technical issues to non-technical users.
• Experience with ticketing tools and remote support software.
• Right to work in the UK.

Responsibilities

• Act as the first point of contact for technical issues and requests.
• Log, categorise and prioritise incidents in the service desk system.
• Diagnose and resolve issues within SLAs; escalate when needed.
• Maintain accurate ticket documentation and knowledge base.
• Collaborate with team to improve service quality and workflows.
• Support ISO 27001 and ISO 9001 compliance through daily tasks.

Skills

Customer service

Problem-solving

Communication

IT systems knowledge

Ticketing tool experience

Remote support

Tools

Ticketing tools

Remote support software

ITIL familiarity

Job description

Positive Solutions Limited is seeking a Service Desk Analyst to provide first-line IT support and excellent customer service across the organisation. You will log, diagnose, and resolve incidents, escalate when necessary, and contribute to compliance with ISO 27001 and ISO 9001.

Located in Chorley, UK, the role emphasizes strong communication, customer-centric service, and teamwork within a growing IT function that supports pharmacies and care homes nationwide.