IT Service Desk Analyst

Practice Plus Group Holdings Limited; Southampton; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading healthcare services provider is seeking an IT Service Desk Analyst to deliver continuous support while working primarily from home. The role requires managing incidents, escalations, and ensuring adherence to SLAs. Candidates should have at least one year of IT Service Desk experience and a solid knowledge of ITIL principles. This position offers an excellent environment for career growth in the healthcare sector.

Benefits

Flexible working

Physical and mental health support

Refer a friend scheme

Membership eligibility for Blue Light Card

Award winning ED&I programme

Qualifications

• Minimum 1 year of experience in an IT Service Desk environment.
• Strong understanding of ITIL principles.
• Excellent communication skills and customer-focused mindset.

Responsibilities

• Manage incidents and service requests through the Service Desk.
• Act as a central point of contact between users and IT.
• Liaise with internal IT teams and resolve issues efficiently.

Skills

ITIL principles

CompTIA A+

Windows operating systems

Network infrastructure

Microsoft Office applications

Education

CompTIA Network+ or similar

Job description

IT Service Desk Analyst

Practice Plus Group

• Location: Devon
• Salary: £12.21-£15.71 per hour
• Type: Permanent
• Schedule: Full-time
• Posted: 21 hours ago

We're 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. You'll 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. You'll 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. We're proud to support the nation's 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.

What you'll be doing

• 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.

What we'll look for in you

• At least 1 year of experience in an IT Service Desk environment, with a strong understanding of ITIL principles.
• CompTIA A+ certification or equivalent experience; additional qualifications like CompTIA Network+, Microsoft Certified, or SDI certification are a plus.
• Solid knowledge of Windows operating systems, network infrastructure, hardware components, and Microsoft Office applications.
• Excellent communication skills, a customer-focused mindset, and the ability to troubleshoot issues independently.
• A confident, self-motivated team player with attention to detail and a positive attitude towards challenges and continuous learning.

Rewards & Benefits

• Flexible working
• Physical and mental health support
• Refer a friend scheme
• Blue Light Card, Boundless card and Costco membership eligibility
• Award winning ED&I programme

Training & Development

• Tailored CPD training delivered via our bespoke Learning Management System.
• Extensive training courses accessible via Practice Plus Group Skills Academy.
• Great development and career progression opportunities.

At Practice Plus Group, we currently deliver more than 70 different healthcare services across the UK with some of these services being rated 'outstanding' by the CQC. Our healthcare services include hospitals and surgical centres and we are proud to be the UK's leading independent provider of healthcare services in over 40 prisons. We also lead the way in the design and delivery of Integrated Urgent Care.