Onsite IT Service Desk Analyst - Healthcare & Pension

Morson Edge; Poole; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Healthcare plan

Life assurance and pension

Volunteer days

Job summary

Morson Edge is hiring a Service Desk Analyst in Poole. The role is based in a modern office with a requirement to be on site four days per week. You will handle technical customer support, manage issues, and collaborate with internal teams to improve service delivery.

Ideal candidates have experience in technical customer service or IT support, familiarity with ITIL and SLAs, and strong communication skills. Proficiency in Excel/Word and tools like Jira or Zendesk is desirable.

Qualifications

• Experience in a technical customer service or IT support environment.
• Understanding of ITIL processes and working to customer SLAs.
• Strong communication skills, with the ability to explain technical information to non-technical stakeholders.
• Proficiency with Microsoft Excel and Word.

Responsibilities

• Manage and drive problem records through to resolution.
• Monitor service performance, system capacity and trends.
• Produce and present customer-facing service reports.
• Support customer onboarding and new project implementations.
• Work closely with technical teams and product managers to resolve issues and improve services.
• Monitor SLAs, customer actions and service quality.
• Identify opportunities for continual service improvement.

Skills

Technical customer service

ITIL familiarity

Strong communication

Microsoft Office (Excel/Word)

Tools

Jira

Zendesk

BI tools

Job description

Morson Edge is hiring a Service Desk Analyst in Poole. The role is based in a modern office with a requirement to be on site four days per week. You will handle technical customer support, manage issues, and collaborate with internal teams to improve service delivery.

Ideal candidates have experience in technical customer service or IT support, familiarity with ITIL and SLAs, and strong communication skills. Proficiency in Excel/Word and tools like Jira or Zendesk is desirable.