Remote IT Service Desk Analyst – KPI-Driven Support

Circle Health Group; Glasgow; On-site; GBP 25,000 - 29,000; Full time

Benefits offered by this job

Holiday allowance

Private pension

Private healthcare

Family hospital discounts

Maternity/Paternity pay

Life insurance

Wellbeing resources

Training & development

Job summary

Circle Health Group is seeking an IT Service Desk Analyst to join its remote-based team. You will respond to end-user incidents, triage requests and resolve IT issues for a large user base across multiple sites, while meeting defined SLAs.

Based in the UK, the role offers 37.5 hours per week, a starting salary of £24,947 with a 15% monthly KPI-based bonus, and a comprehensive benefits package including holiday, pension, private healthcare, and staff discounts.

Qualifications

• 3+ years’ IT Service Desk experience in a medium/large organisation (6,000+ users, 40+ sites).
• Technical skills: Windows 10/11, Microsoft 365, Active Directory user/group management, basic network troubleshooting.
• Strong customer service and communication skills.
• Experience with IT service management tools (ServiceNow, Freshdesk).
• Able to handle sensitive information; self-motivated and organised; can prioritise multiple tickets.
• Able to meet performance KPIs (e.g., call handling, FCR, SLAs).

Responsibilities

• Respond promptly to end-user incidents and service requests, working to defined IT SLAs.
• Maintain professional communication and translate technical details for non-technical users.
• Contribute to expanding the service desk knowledgebase.

Skills

Windows 10/11

Microsoft 365

Active Directory

Customer service

IT end-user support

ServiceNow

Freshdesk

Tools

ServiceNow

Freshdesk

Job description

Circle Health Group is seeking an IT Service Desk Analyst to join its remote-based team. You will respond to end-user incidents, triage requests and resolve IT issues for a large user base across multiple sites, while meeting defined SLAs.

Based in the UK, the role offers 37.5 hours per week, a starting salary of £24,947 with a 15% monthly KPI-based bonus, and a comprehensive benefits package including holiday, pension, private healthcare, and staff discounts.