About The Role As IT Service Desk Analyst, you’ll be the first point of contact for IT incidents, problems, and requests, for colleagues across Simplyhealth. You’ll be ensuring right-first-time handling, resolutions and an excellent customer experience. You’ll work towards meeting agreed SLAs and KPIs and play a key part in keeping our technology running smoothly.
This team is at the heart of keeping our people productive—resolving technical issues, setting up and maintaining equipment, and ensuring our technology runs smoothly. No day will be the same and your excellent customer service skills and top rate technical knowledge will ensure a fantastic experience for our customers.
Our IT Service Desk team work a split 3 days in the office and 2 working from home on a rota planned 3 months ahead. After training you would be expected to join this rota and split your time between home and our head office in Andover Key responsibilities: Act as the first point of contact for IT support, handling queries via phone, email, and walk‑ups in a professional and friendly manner. Log, prioritise, and resolve incidents and service requests in the service desk ticketing system, ensuring accurate and complete documentation. Provide first line (and where appropriate second line) technical support for hardware, software, mobile devices, and business applications (e.g. Windows 11, Office , iOS/Android). Support the build, configuration, and deployment of laptops and other end‑user devices, following agreed processes and security standards. Monitor and manage ticket queues to ensure SLAs, KPIs, and response times are met, escalating issues when required. Collaborate with colleagues across IT, including second and third line teams, to investigate and resolve more complex technical problems. Contribute to continuous improvement by identifying recurring issues, feeding back on processes, and suggesting ways to enhance the colleague experience. Follow agreed procedures and controls to maintain system security, user access, and data integrity. About You To be considered you must have: Proven experience working in an IT service desk, IT support, or first line/second line support environment. Working knowledge of Office, Windows 11, Intune, Active Directory, and SharePoint Strong communication and customer service skills, with experience supporting users both face to face and via phone, email, and ticketing tools. Strong organisational skills with the ability to handle a high volume of tickets and tasks, balancing priorities effectively in a busy environment. A problem-solving mindset with a proactive, continuous-improvement approach – spotting recurring issues, suggesting improvements, and taking initiative rather than just “log and pass on.” What's in it for you
As well as a competitive salary, our benefits package includes: Group bonus scheme Generous pension with a 6% pension gift from us 36 days holiday (with the option to buy and sell a further 5 days) Flexible benefits pot (which you can choose to use against some great benefits such as critical illness, private medical insurance, shopping vouchers and more) Your own health plan Access to a wellbeing hub Shopping discounts Recognition awards Give as you earn 3 volunteering days
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