IT Service Desk Analyst

IT Service Desk Analyst

Circle Health Group, Britain's leading provider of independent healthcare with a nationwide network of hospitals & clinics, performing more complex surgery than any other private healthcare provider in the country, has an opportunity for an IT Service Desk Analyst to join their team.

This is a full-time role for 37.5 hours a week. This role is home based, with occasional travel.

Applicants should meet the following criteria:

• Minimum 3 years' experience in an IT Service Desk role within a medium/large organisation (6,000+ users, 40+ sites).
• Proven technical expertise in Windows 10 & 11, Microsoft 365, Active Directory (user and group management), basic network troubleshooting.
• High-level customer service and communication skills.
• Experience using and updating IT service management tools (e.g. ServiceNow, Freshdesk).
• Ability to manage sensitive/confidential information appropriately.
• Self-motivated, organised, with ability to prioritise and manage multiple tickets.
• Demonstrable ability to meet performance KPIs (e.g., call handling, FCR, SLAs).

Duties of this role include:

• Respond promptly to IT end-user incidents, service requests or questions about IT Services working to defined IT SLAs and coordinating with others and/or escalating promptly when necessary.
• Ensure high level of user satisfaction through a professional appearance and a friendly and professional telephone and email writing manner combined with ability to translate information from technical to non-technical language.
• Proactively contribute to maintaining and expanding service desk knowledgebase to prevent knowledge silos.

Circle Health Group is committed to offering competitive starting salaries and access to a wide range of employee benefits, including:

• 25 days holiday per year + bank holidays, increasing to 30 days with service
• Private Pension Scheme
• Private Healthcare Scheme for treatment at our hospitals, covering pre-existing medical conditions
• Friends & Family Hospital Discounts
• Family Friendly policies, including enhanced Maternity, Paternity & Adoption pay
• Non-contributory life insurance
• Staff engagement hub with access to discounts and extensive rewards and voluntary benefits
• Access to resources, tools and services to support your wellbeing
• Employee recognition programmes
• Industry leading training and development opportunities

Circle Health Group is committed to creating a diverse workforce offering inclusive opportunities for all our colleagues. Our definition of diversity goes beyond the established characteristics protected by the Equality Act, as we strive to attract candidates with diverse experiences, backgrounds, identities or expressions, skills, work styles…and more.

We're passionate about creating an environment where our people can thrive, grow and develop professionally and personally. Our principles and values guide our colleagues to be selfless, compassionate, committed, collaborative, brave, agile, tenacious and creative and are at the core of our purpose and culture.