IT Service Desk Analyst – Hybrid, 1st/2nd Line Support

Well; Chilton; On-site; GBP 26,000 - 38,000; Full time

Job summary

Well Pharmacy is seeking an IT Service Desk professional to act as the primary contact for IT incidents across the business. You will diagnose issues, resolve where possible, and coordinate escalation with 3rd line support while working with Windows, AD, and MDM environments.

The role is hybrid, reporting to the Ferryhill depot, requiring a 37.5-hour week with potential outside standard hours on a rota. Experience in ITIL and customer-facing support is essential for success.

Qualifications

• ITIL Service Management knowledge.
• Experience in customer-facing 1st/2nd line support.
• Proven experience solving technical problems and fixing IT issues.
• Experience with ticket management systems to manage incidents and requests.
• Ability to triage and escalate tickets to senior colleagues when needed.
• Knowledge of supporting Microsoft Office, Windows 10, Office 365, AD, Azure AD, MDM, monitoring platforms.

Responsibilities

• Be the primary point of contact for IT incidents and resolve issues using technical and problem-solving skills.
• Own incidents when escalated to 3rd line IT support.
• Support multiple technologies including Windows, AD, MDM; trained to support Pharmacy IT systems across England/Scotland/Wales and NI.
• Analyze network incidents using monitoring platforms and provide insights.
• Ensure incidents are prioritized and resolved or escalated to 3rd party suppliers.
• Communicate effectively with users and other resolving teams.
• Identify repeat incidents for problem management and trend analysis.
• Proactively monitor to prevent incidents and support starter/leaver processes for IT compliance.
• Assist in project activities aligned with team capabilities.

Skills

ITIL knowledge

1st/2nd line support

Customer service

Ticketing system

Diagnostics skills

Microsoft 365

Tools

Windows 10

Active Directory

Azure AD

MDM

Monitoring platforms

Job description

Well Pharmacy is seeking an IT Service Desk professional to act as the primary contact for IT incidents across the business. You will diagnose issues, resolve where possible, and coordinate escalation with 3rd line support while working with Windows, AD, and MDM environments.

The role is hybrid, reporting to the Ferryhill depot, requiring a 37.5-hour week with potential outside standard hours on a rota. Experience in ITIL and customer-facing support is essential for success.