IT Service Desk Analyst

Circle Health Group; Glasgow; Hybrid; GBP 21,000 - 29,000; Full time

Benefits offered by this job

25 days holiday

Private healthcare

Family discounts

Life insurance

Wellbeing resources

Job summary

Circle Health Group is seeking an IT Service Desk Analyst to join their team. Fully remote with occasional travel, 37.5 hours per week. Base salary £24,947 per year plus a monthly bonus of 15% based on KPIs.

You will support a large user base with Windows 10/11, Microsoft 365, and Active Directory, and use ITSM tools such as ServiceNow and Freshdesk. The role emphasizes customer service and KPI delivery. Applicants should have at least three years' experience, be self-motivated, organized, and

Qualifications

• Minimum 3 years’ IT service desk experience in a large organisation.

Responsibilities

• Respond to end-user incidents and service requests within defined SLAs.

Skills

Windows 10/11

Microsoft 365

Active Directory

Network troubleshooting

Customer service

ITSM tools

ServiceNow

Freshdesk

Data confidentiality

Ticket prioritisation

Tools

ServiceNow

Freshdesk

Job description

IT Service Desk Analyst
Fully Remote/Working from Home with occasional travel
37.5 Hours & Permanent
Salary: £24,947.00 per year plus a monthly bonus of 15% based on meeting KPIs

Circle Health Group , Britain's leading provider of independent healthcare with a nationwide network of hospitals & clinics, performing more complex surgery than any other private healthcare provider in the country.

We have an opportunity for a IT Service Desk Analyst to join their team of staff.

This is a full- time role for 37.5 hours a week. This role is home based, with occasional travel.

Applicants should meet the following criteria:

• Minimum 3 years’ experience in an IT Service Desk role within a medium/large organisation (6,000+ users, 40+ sites).
• Proven technical expertise in Windows 10 & 11, Microsoft 365, Active Directory (user and group management), basic network troubleshooting.
• High-level customer service and communication skills.
• Experience using and updating IT service management tools (e.g. ServiceNow, Freshdesk).
• Ability to manage sensitive/confidential information appropriately.
• Self-motivated, organised, with ability to prioritise and manage multiple tickets.
• Demonstrable ability to meet performance KPIs (e.g., call handling, FCR, SLAs).

Duties of this role include:

• Respond promptly to IT end-user incidents, service requests or questions about IT Services working to defined IT SLAs and coordinating with others and/or escalating promptly when necessary.
• Ensure high level of user satisfaction through a professional appearance and a friendly and professional telephone and email writing manner combined with ability to translate information from technical to non-technical language.
• Proactively contribute to maintaining and expanding service desk knowledgebase to prevent knowledge silos.

Salary & Benefits

Circle Health Group is committed to offering competitive starting salaries and access to a wide range of employee benefits, including:

• 25 days holiday per year + bank holidays, increasing to 30 days with service
• Private Healthcare Scheme for treatment at our hospitals, covering pre-existing medical conditions
• Friends & Family Hospital Discounts
• Family Friendly policies, including enhanced Maternity, Paternity & Adoption pay
• Non-contributory life insurance
• Staff engagement hub with access to discounts and extensive rewards and voluntary benefits
• Access to resources, tools and services to support your wellbeing
• Employee recognition programmes
• Industry leading training and development opportunities

…and much more!

Circle Health Group is committed to creating a diverse workforce offering inclusive opportunities for all our colleagues. Our definition of diversity goes beyond the established characteristics protected by the Equality Act, as we strive to attract candidates with diverse experiences, backgrounds, identities or expressions, skills, work styles…and more.

We’re passionate about creating an environment where our people can thrive, grow and develop professionally and personally. Our principles and values guide our colleagues to be selfless, compassionate, committed, collaborative, brave, agile, tenacious and creative and are at the core of our purpose and culture.

Circle National Enquiry Centre - Glasgow BESbswy

Circle National Enquiry Centre - Glasgow

Circle National Enquiry Centre - Glasgow

Circle National Enquiry Centre - Glasgow