IT Service Desk Analyst

As a key member of our Service Desk team, you will:

• Provide first-line technical support and excellent customer service to users across multiple locations
• Log, prioritise, and resolve incidents in real-time using our call management system (Manage Engine Service Desk Plus)
• Monitor, assign, and track the progress of incidents, ensuring communication and resolution meets agreed service levels
• Work collaboratively with internal IT teams and external third-party suppliers to resolve technical issues
• Keep customers informed throughout the support process and ensure resolution is followed up appropriately
• Assist with project work and maintain up-to-date service documentation
• Contribute to the continuous improvement of service delivery by following ITIL best practices
• Help maintain a positive team culture and contribute to knowledge sharing within the department

To succeed in this role, you’ll bring:

• Good working knowledge of Microsoft operating systems and common IT infrastructure components
• Experience with network principles, mobile devices, Active Directory, and general hardware troubleshooting
• Excellent communication skills—both written and verbal—with the ability to provide clear and empathetic support
• Strong organisational and time management skills
• A proactive, professional, and customer-focused attitude
• The ability to manage calls efficiently and effectively in a fast-paced environment
• A commitment to learning, development, and teamwork
• Confidence working independently and under pressure while maintaining a calm, solution-oriented approach
• Experience working with an ITIL-based service desk - Desirable
• Familiarity with service desk tools like Manage Engine Service Desk Plus - Desirable

What you can expect in return:

• Annual salary up to £27,000 based on experience
• Work a rotating shift pattern between 7:30am and 6:00pm, Monday to Saturday
• An extensive range of wellbeing and lifestyle benefits
• The support you need to grow in your role and continue your professional development
• 25 days holiday increasing with service up to a maximum of 29 days plus bank holidays
• Mandatory training through our excellent in-house education programme

To apply for the role, click on the link below. If you have any questions, contact [email protected] in our friendly resourcing team.

We will contact all shortlisted candidates but please note Practice Plus Group retain the right to remove the advert prior to the closing date if a suitable candidate is appointed.

Our employment offers are subject to receipt of satisfactory pre-employment checks.