IT Service Desk Analyst

NHS; Eling; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare organization is seeking a dedicated Service Desk Analyst to provide 24x7 support. This role includes managing incidents and service requests, with the flexibility of remote work and a 4 days on / 4 days off rota. The ideal candidate will excel in a proactive, fast-paced environment and have a passion for IT and customer service.

Benefits

Flexible working arrangements

Qualifications

• Experience in a Service Desk or technical support role is highly desirable.
• Ability to manage multiple tasks while ensuring timely service delivery.
• Understanding of IT service management processes is beneficial.

Responsibilities

• Manage incidents and service requests, providing first-line support.
• Monitor Service Desk mailbox and ensure all requests are addressed within SLA.
• Act as a central contact between users and IT for major incidents.

Skills

Incident management

Service request handling

Proactive problem solving

Communication skills

Job description

Were looking for a dedicated Service Desk Analyst to join our team, providing 24x7 support on a shift basis. This role offers the flexibility of mostly remote working, with occasional travel to our Colchester or Southampton offices. Youll be working a 4 days on / 4 days off rota, covering 10.5-hour shifts to ensure continuous, reliable IT support for our users. As a key first point of contact, you will manage end-to-end ticket resolution, striving to achieve first-time fixes wherever possible. Youll be responsible for escalating complex issues and coordinating with internal teams and third-party suppliers to meet strict service level agreements (SLAs). Your proactive approach will help keep the Service Desk running smoothly, ensuring both technical and non-technical queries are addressed promptly. Joining Practice Plus Group means becoming part of a passionate team dedicated to delivering exceptional healthcare services. Were proud to support the nations health with innovative solutions and a wide range of healthcare expertise. This role is not just a job but an opportunity to grow your IT career within a supportive and rewarding environment.

Main duties of the job

• Managing incidents and service requests through the Service Desk, providing first-line support and timely escalation.
• Monitoring the Service Desk mailbox and unassigned queue to ensure all requests are addressed within SLA.
• Acting as a central point of contact between users and IT, supporting new starter training and assisting in major incident management.
• Liaising with internal IT teams and third-party suppliers to resolve issues efficiently.
• Supporting continuous service improvement initiatives and adhering to company policies, including mandatory training and appraisal systems.

About us

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.