Service Desk Analyst

Overview of the role Well Pharmacy is one of the UK's largest community pharmacy chains, with over 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 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. The Ideal Candidate ITIL Service Management knowledgeProven 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 escalate tickets to senior colleagues and teams where necessary. Knowledge of supporting Microsoft Office, Windows 10, Office, 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.Please be aware that due to the high number of applications we receive it may not be possible for us to provide an outcome to all applicants. If you are not contacted within 28 days of your submission unfortunately you will have been unsuccessful.