About Us

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.

About the Role

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.

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 / 3rd parties as required in order resolving issues within the defined SLA.

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.

Service Desk Responsibilities:

You will have Management of Major Incidents (MI) in hours with other Analysts to ensure quick resolution whilst also monitoring 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. You will also Carry out initial support and classification of Tickets and Service Requests to determine the correct SLA / urgency. Some of your other duties will include Telephony Support within the Service Desk, support of new starter training of Service Desk Analysts and assist with Continuous Service Improvement Programme for the Service Desk.

Level 2 Responsibilities:

You will be able to undertake work on the Service Desk and work to a high technical level whilst supporting of all Service Desk related Projects. You will be involved in Ad-Hoc assignments, such as carrying out tasks related to reporting and site visits whilst helping to identify training requirements of all Service Desk staff. You will Support & deliver training to Service Desk Analysts

We can offer you

Competitive Salary
25 days annual leave
Contributory pension scheme
Regional/national opportunities
Free online and face-to-face training
Cycle to work scheme
Childcare vouchers and online discounts

Soft Skills:

• Customer focused
• Analytical approach with close attention to detail
• Good verbal and written communication skills
• Confident and self-motivated with a positive can do attitude
• Team player
• Able to use own initiative to troubleshoot and find solutions to technical issues
• Good understanding of ITIL principles

Technical skills:

• Good understanding of Microsoft office applications (Outlook, Excel, Word)
• Good understanding of network infrastructure and system components
• Good knowledge of hardware components
• Good working knowledge of Windows Operating Systems / Server
• Good working knowledge of Network Infrastructure and System Components

Experience:

• 2+ years’ experience within an IT Service Desk environment.

Essential:

• CompTIA A+
• Microsoft Certified
• Or relatable certification / experience

Desirable:

• CompTIA N+
• SDI Certification

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.

If you'd like to learn more, please contact Michael on [email protected]

Please note that offers of employment are subject to receipt of satisfactory references and a DBS check.

Practice Plus Group is committed to creating a diverse environment and we are proud to be an equal opportunity employer.

IT Service Desk - Level 2 Shift Analyst

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