IT Service Desk Analyst

Job summary

Were looking for a dedicated Service Desk Analyst to join our team, providing 24x7 support on a shift basis. This role offers the flexibility of mostly remote working, with occasional travel to our Colchester or Southampton offices. Youll be working a 4 days on / 4 days off rota, covering 10.5-hour shifts to ensure continuous, reliable IT support for our users. As a key first point of contact, you will manage end-to-end ticket resolution, striving to achieve first-time fixes wherever possible. Youll be responsible for escalating complex issues and coordinating with internal teams and third-party suppliers to meet strict service level agreements (SLAs). Your proactive approach will help keep the Service Desk running smoothly, ensuring both technical and non-technical queries are addressed promptly. Joining Practice Plus Group means becoming part of a passionate team dedicated to delivering exceptional healthcare services. Were proud to support the nations health with innovative solutions and a wide range of healthcare expertise. This role is not just a job but an opportunity to grow your IT career within a supportive and rewarding environment.

Main duties of the job

- Managing incidents and service requests through the Service Desk, providing first-line support and timely escalation. - Monitoring the Service Desk mailbox and unassigned queue to ensure all requests are addressed within SLA. - Acting as a central point of contact between users and IT, supporting new starter training and assisting in major incident management. - Liaising with internal IT teams and third-party suppliers to resolve issues efficiently. - Supporting continuous service improvement initiatives and adhering to company policies, including mandatory training and appraisal systems.

About us

- At least 1 year of experience in an IT Service Desk environment, with a strong understanding of ITIL principles. - CompTIA A+ certification or equivalent experience; additional qualifications like CompTIA Network+, Microsoft Certified, or SDI certification are a plus. - Solid knowledge of Windows operating systems, network infrastructure, hardware components, and Microsoft Office applications. - Excellent communication skills, a customer-focused mindset, and the ability to troubleshoot issues independently. - A confident, self-motivated team player with attention to detail and a positive attitude towards challenges and continuous learning.