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Full job description
About The Role
As a Service Desk Analyst – Level 1, you’ll join a dedicated IT team at Practice Plus Group, supporting colleagues across a wide range of healthcare services. Based in Southampton, you’ll work rotating shifts between 7:30am and 7pm, Monday to Saturday, helping ensure our users receive fast, professional and friendly IT support.
Practice Plus Group is one of the UK’s leading independent healthcare providers, committed to delivering high‑quality, accessible care nationwide. We invest heavily in colleague development, offering clear career pathways, flexible working options and a strong focus on well being. Joining us, means becoming part of a supportive organisation where your growth, ideas and contribution genuinely matter.
What you’ll be doing
Logging and prioritising tickets — Accurately record incidents and service requests in real time, ensuring correct categorisation and SLA alignment.
Managing user communication — Keep customers informed throughout the lifecycle of their issue, from first contact to resolution and closure.
Handling inbound calls — Act as the first point of contact for all IT queries, providing initial troubleshooting and guidance.
Monitoring queues — Review unassigned tickets, email requests and SLA timers to ensure timely action and escalation.
Supporting major incidents — Assist Level 2 Analysts or take ownership out of hours to drive swift resolution.
Escalating issues — Invoke technical escalation paths when required to protect SLA performance.
Maintaining documentation — Keep Service Desk procedures, knowledge articles and training materials accurate and up to date.
Collaborating with internal teams — Work closely with infrastructure, applications and third‑party suppliers to resolve issues.
Supporting new starters — Assist with On-Boarding and training of new analysts.
Driving service improvement — Contribute ideas and feedback to enhance processes, tools and user experience.
What we’ll look for in you
Customer‑focused mindset — You enjoy helping users, communicating clearly and delivering a positive support experience.
Technical troubleshooting ability — Confident diagnosing issues across Windows OS, Microsoft 365, hardware, networks and common business applications.
Attention to detail — You log accurately, follow processes and ensure nothing is missed in ticket handling.
Teamwork and initiative — Comfortable working independently or collaboratively, stepping up when workloads are demanding.
ITIL awareness — Understanding of incident, request, problem and change management principles.
Experience in a Service Desk environment — At least one year in a similar role, with strong call‑handling and ticket‑management skills.
Desirable certifications — CompTIA A+/N+, Microsoft certifications, SDI or M365 accreditations are beneficial.
For more information, please see the downloadable Job Description attached to the advert. Or to talk to the lead recruiter for this role, please contact George Robinson – [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.
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