Service Desk Analyst

Wells & Co.; Chilton; Hybrid; GBP 23,000 - 32,000; Full time

Job summary

Wells & Co. in the United Kingdom is seeking an IT Service Desk professional to be the first point of contact for incidents across multiple business areas, on a hybrid schedule reporting to the Ferryhill depot.

You will diagnose and resolve issues where possible, escalate as needed to 3rd line, support Windows, AD, MDM, Office 365 and monitoring platforms, and assist in pharmacy IT systems across England/Scotland/Wales and Northern Ireland, contributing to reliable IT service.

Qualifications

• Experience in customer-facing IT support and incident handling.
• Familiarity with ITIL processes and incident management.

Responsibilities

• Act as the primary contact for IT incidents across the business.
• Resolve issues where possible and escalate to 3rd line as needed.
• Support Windows, Active Directory, MDM, and bespoke systems.
• Assist in pharmacy IT systems across England/Scotland/Wales and NI.
• Use monitoring platforms to analyze incidents and prevent repeats.
• Ensure incidents are prioritised correctly and tracked to resolution.
• Communicate clearly with users and resolving teams.
• Support project activities within the team’s capabilities.

Skills

ITIL

Customer service

1st/2nd line support

Troubleshooting

Ticketing systems

Windows

Office 365 / Azure AD

Tools

Active Directory

Azure AD

Mobile Device Management

Office 365

Monitoring platforms

Job description

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 Responsibility

• 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.
  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.
• Knowledge of supporting Microsoft Office, Windows 10, Office365, Active Directory, Azure AD, Mobile Device Management, multiple monitoring platforms.
  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., 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.