IT Service Desk Analyst - 12 month FTC

As IT Service Desk Analyst, you’ll be the first point of contact for IT incidents, problems, and requests, for colleagues across Simplyhealth. You’ll be ensuring right-first-time handling, resolutions and an excellent customer experience. You’ll work towards meeting agreed SLAs and KPIs and play a key part in keeping our technology running smoothly.

This team is at the heart of keeping our people productive—resolving technical issues, setting up and maintaining equipment. No day will be the same and your excellent customer service skills and top rate technical knowledge will ensure a fantastic experience for our customers.

Our IT Service Desk team work a split 3 days in the office and 2 working from home on a rota planned 3 months ahead. After training you would be expected to join this rota and split your time between home and our head office in Andover

Key responsibilities:

• Act as the first point of contact for IT support, handling queries via phone, email, and walk-ups in a professional and friendly manner.
•  Log, prioritise, and resolve incidents and service requests in the service desk ticketing system, ensuring accurate and complete documentation.
• Provide first line (and where appropriate second line) technical support for hardware, software, mobile devices, and business applications (e.g. Windows 11, Office 365, iOS/Android).
• Support the build, configuration, and deployment of laptops and other end-user devices, following agreed processes and security standards.
• Monitor and manage ticket queues to ensure SLAs, KPIs, and response times are met, escalating issues when required.
• Collaborate with colleagues across IT, including second and third line teams, to investigate and resolve more complex technical problems.
• Contribute to continuous improvement by identifying recurring issues, feeding back on processes, and suggesting ways to enhance the colleague experience.
• Follow agreed procedures and controls to maintain system security, user access, and data integrity.