Service Desk Analyst

Well; Chilton; In loco; GBP 26.000 - 38.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

ITIL knowledge

1st/2nd line support

Customer service

Ticketing system

Diagnostics skills

Microsoft 365

Strumenti

Windows 10

Active Directory

Azure AD

MDM

Monitoring platforms

Descrizione del lavoro

The following content displays a map of the jobs location - Chilton Industrial Estate, Chilton, Ferryhill

Competitive annual salary dependent on experience

37.5

Location:

Closing Date:

07/11/2026

Job Category:

Support Centre

Business Area:

Support Centre

Division / Function:

Lexon Wholesale Logistics Commercial

Overview of the role

Well Pharmacy is one of the UK's largest community pharmacy chains, with over 700 branches nationwide. As part of Bestway Healthcare, we are committed to deliveirng high quality healthcare services to our communities and that starts with having a reliable, responsive IT support function.

Working within the IT service desk, this role will act as the primary point of contact for IT incidents across the different business areas, handling and processing requests for support, resolving issues first-hand where possible and coordinating resolution with appropriate teams and suppliers in line with the ITIL standards.

This is a hybrid role reporting to our Ferryhill depot.

The role will work a 37.5 hour work week on a rota basis, so some support may be required outside of normal business hours.

Main Responsibilities

• As the primary point of contact for all IT incidents across the business, you will be expected to resolve issues by using your technical and problem-solving skills to diagnose each incident to the best of your ability.
• Ownership of incidents when escalated to the wider 3rd line IT support functions.
• Working within a technical team you will be supporting multiple technologies including Windows, Active Directory, Mobile Device Management and various bespoke systems, you will also be trained to support the Pharmacy IT systems in our pharmacies and warehouses across England/Scotland/Wales and Northern Ireland.
• Support network incidents providing analysis to problems using the technology monitoring platforms available.
• Ensure incidents are raised against the correct priority and are managed through to resolution either internally or by way of escalation to 3rd party suppliers.
• Have excellent communication and customer service skills allowing you to interface between users and other resolving teams.
• Identify repeat incidents to problem management to ensure trend analysis is undertaken to reduce the likelihood of repeated incidents impacting colleagues.
• Be proactive to potential incidents using the in-depth monitoring platforms across the business.
• Assist in the starter and leavers process to ensure IT compliance is aligned to our security policies.
• Provide support to project activities in-line with the teams’ capabilities & skillset.

The Ideal Candidate

• ITIL Service Management knowledge
• Proven experience of working in a customer facing 1st and 2nd line support role.
• Proven experience of solving technical problems and a keen interest in fixing IT issues.
• Proven experience of working with a ticket management system to manage all incidents and requests.
• Ability to triage and elevate tickets to senior colleagues and teams where necessary.
• Knowledge of supporting Microsoft Office, Windows 10, Office365, Active Directory, Azure AD, Mobile Device Management, multiple monitoring platforms.

Bestway Healthcare is proud to be a diverse and inclusive employer. If you have any specific requirements, we'll do everything we can to support you. Whether it is to find a pharmacy that is accessible, or if it is a part time position you are looking for, we can help find the role that is right for you. If you need us to make any reasonable adjustments to our recruitment process, we will be happy to accommodate you

About The Company

With the purpose of improving the lives of our patients and customers, Bestway Healthcare supports communities across the United Kingdom and Ireland through an extensive network of community pharmacies and pharmaceutical wholesale depots.

Our wholesale business unit operates two pharmaceutical wholesale brands, Lexon and Bestway Medhub which combined support over 5,000 independent community pharmacy contractors, processing over 100m packs of medication every year making us the 4th largest pharmaceutical wholesaler in the United Kingdom. Our wholesale business unit also operates a leading appliance wholesaler, Wardle’s, a generic supplier Key Pharmaceuticals. We operate from 3 distribution centres with a fleet of vans delivering to independent pharmacies & directly to the most vulnerable patients every day.