Senior Service Desk Analyst

Due to growth, a challenging and rewarding opportunity has arisen for a Senior Service Desk Analyst to join Practice Plus Group, a leading independent healthcare organisation, on a permanent full time basis.

This role is mostly remote with occasional travel to our Southampton Office in Totton.

This is a shift based role, working 4 days on / 4 days off.  Covering the 24x7 Service Desk Support on a 10.5 Hour Shift.

You will be a key point of contact for initial escalation for all team members for Technical and non-technical queries. Work proactively to ensure smooth team operations and effective collaboration with other internal IT Teams and 3rd Party Suppliers.  You will be required to supervise the Service Desk team and provide effective guidance. You will be responsible for supervising and motivating team members on a daily basis.

• End to End management of Tickets and Service Requests reported by the users, achieving first time fix where possible.
• Escalating and liaising with other business units / 3^rd parties as required in order resolving issues within the defined SLA.
• Management of Major Incidents (MI) in hours with other Analysts to ensure quick resolution
• Monitor the Service Desk Mailbox and Unassigned queue when required to ensure that emails and requests are actioned and responded to in a timely manner and adhere to any SLA’s set
• Carry out initial support and classification of Tickets and Service Requests to determine the correct SLA / urgency
• Invoke appropriate Technical Escalation in line with the Escalation Policy to ensure the contractual SLA is achieved
• When required, call handling for all inbound user contact to support new and existing Ticket Requests

Who you are:

You’re someone who loves fixing technical issues, working within a team and at times solo.  Enjoys talking to users and helping them with their IT needs.  Produces high quality standard of work and helps others to achieve the same.  Does not shy away from complex and demanding workloads.  Someone who is passionate about their career in IT and strives to do well.

What we can offer:

• 25 days annual leave, rising with length of service
• Holiday sell / buy Scheme
• Contributory pension scheme
• Matched charity funding
• Regional/national company opportunities
• Online and face-to-face training
• Cycle to work scheme
• Childcare vouchers and excellent online discounts
• Employee and Family discount to PPG Services

Practice Plus Group is passionate about great healthcare. We believe that anyone should be able to access excellent care, whether via the NHS or privately. Our breadth of expertise spans surgery, diagnostics, general practice, offender health and urgent care, with an unrivalled range of different services provided across the country. We’re proud to be at the forefront of developing new and exciting ways to support the nation’s health too, helping patients to maximise their wellbeing and live life to the full.

When you’re part of the Practice Plus Group team, you don’t just have a job. You have a career. We work with you to help you grow in your role and take your career in the direction you want to go. We’ll help you be the best you can be.

We want our team members to feel motivated and rewarded. So we offer a competitive package of pay and benefits. We also recognise the value of a healthy work-life balance – so we always try to be flexible, helping you fit your working life around your home life.