Hiring 1st Line Service Desk Analyst for Cloud based IT Firm

Job Description:

Role purpose Provide a responsive, customer-focused first point of contact for colleagues across the business. The role logs, owns, diagnoses and resolves common IT incidents and service requests at first contact wherever possible, escalating effectively while keeping users informed and maintaining accurate ticket records.

Key responsibilities End user support

• Provide telephone and remote support to pharmacy, support-office and other business colleagues.
• Communicate clearly with users who may be working in time-critical operational environments.
• Take ownership from initial contact through resolution or effective escalation, providing regular updates.

Incident and request handling

• Log, categorize, prioritize and update incidents and requests accurately within the ITSM tool (ServiceDesk Plus).
• Complete structured first-line diagnosis, capture relevant evidence and resolve using approved knowledge and runbooks.
• Escalate to 2nd line, application teams, field support or third-party suppliers with complete diagnostic information.
• Monitor assigned tickets, chase progress and confirm service restoration with the user before closure.

Technical support

• Support user accounts, passwords, Microsoft 365, Windows devices, printers, scanners and common connectivity issues.
• Troubleshoot pharmacy hardware, software, network access and peripheral issues within documented scope.
• Support joiner, mover and leaver requests, software access and standard device setup in line with approvals.

Service management and quality

• Work to agreed service levels and follow Incident, Request, Major Incident and escalation processes.
• Maintain clear, factual and auditable ticket notes, including actions taken, evidence, user updates and resolution details.
• Use and improve knowledge articles, known-error guidance and standard operating procedures.
• Identify recurring issues and contribute evidence to Problem Management and continual service improvement.
• Follow information-security, data-protection, access-control and change-management requirements.
• Work collaboratively across the Service Desk and wider IT teams, sharing knowledge and supporting shift coverage.

Essential skills and experience

• Experience in a customer service, technical support or Service Desk environment
• Experience answering queries by telephone and by email
• Good working knowledge of Windows, Microsoft 365, user accounts, desktop hardware, printers and basic networking.
• A logical troubleshooting approach with the ability to ask effective questions and follow documented processes.
• Clear written and verbal communication, strong ownership and the ability to prioritise competing demands.
• Accurate ticket documentation and awareness of ITIL-aligned service management principles.

Desirable skills and experience

• Previous experience supporting community pharmacies or other high-volume retail locations.
• Experience supporting Apotec, FLOWRx and ProScript Connect pharmacy systems.
• Knowledge of pharmacy peripherals, dispensing workflows, scanners, label printers and third-party supplier escalation.
• ITIL Foundation, Microsoft fundamentals or an equivalent service desk qualification.