Service Desk Analyst – Valsoft Corporation

Valsoft Corporation cerca: Service Desk Analyst. Positive Solutions Limited is seeking a Service Desk Analyst to join their growing team. As a Service…

Azienda: Valsoft Corporation · Modalità: ibrido, in parte da remoto

Positive Solutions Limited is seeking a Service Desk Analyst to join their growing team. As a Service Desk Analyst, you will be responsible for providing first-line IT support and excellent customer service to users across the organisation. This includes resolving incidents, fulfilling requests, and escalating issues as necessary. The role contributes to maintaining a high standard of service delivery and supports compliance with organisational policies, including ISO 27001 and ISO 9001 standards.ABOUT POSITIVE SOLUTIONS LIMITED: Positive Solutions has been delivering healthcare technology to pharmacies across the UK since 1993 and has more recently expanded into care homes. Headquartered in Chorley, Lancashire, the company provides a suite of interoperable applications that streamline pharmacy and care home operations, improve patient engagement, and deliver business intelligence insights. Its solutions serve everyone from single-site independents to corporate groups and national pharmacy estates, helping them automate workflows, save time and improve the patient experience. ABOUT TAG SOFTWARE GROUP:TAG Software Group is a team of experienced investors and operators dedicated to acquiring, enhancing, and growing mission-critical software companies serving SMB, enterprise, and public sector customers.Founded as part of a permanent home for software companies, we don’t buy to sell. Our focus is on long-term partnerships that protect your legacy, employees, and customers.Our in-house team delivers an efficient, transparent, and seller-friendly process, ensuring speed and certainty of close. Once part of TAG, your company gains access to proven best practices, dedicated value-creation resources, and the extended ecosystem of our sister companies – helping your business reach the next level. 
Incident and Request Management<ul><li>Act as the first point of contact for all customer technical issues, providing prompt and professional support.</li><li>Log, categorise, and prioritise incidents and service requests in the service management system.</li><li>Diagnose and resolve technical issues within agreed service level agreements (SLAs).</li><li>Escalate unresolved issues to appropriate teams or second-line support in accordance with escalation protocols.</li></ul> Customer Service<ul><li>Provide excellent customer service, ensuring users are kept informed about the progress of their requests.</li><li>Communicate technical information in a clear, non-technical manner to end-users.</li><li>Gather and document user feedback to improve service delivery.</li></ul> ISO 27001 Responsibilities<ul><li>Follow organisational policies and procedures related to information security.</li><li>Maintain the confidentiality, integrity, and availability of information when handling incidents.</li><li>Report any identified information security risks or breaches to the appropriate authority.</li><li>Support the organisation's Information Security Management System (ISMS) through daily activities.</li></ul> ISO 9001 Responsibilities<ul><li>Adhere to the organisation’s Quality Management System (QMS) processes and standards.</li><li>Contribute to quality assurance by ensuring consistent and accurate logging of tickets and documentation.</li><li>Identify opportunities for service improvement and communicate them to the team.</li></ul> Documentation and Knowledge Sharing<ul><li>Maintain accurate and up-to-date documentation of issues, solutions, and standard operating procedures.</li><li>Contribute to the service desk knowledge base by creating and updating articles.</li></ul> Team Collaboration<ul><li>Collaborate with colleagues to share knowledge and ensure team goals are met.</li><li>Provide input into team meetings and discussions to improve processes and service quality.</li></ul> Other Duties<ul><li>Perform additional tasks as directed by the Service Desk Manager to support the overall objectives of the team and organisation.</li></ul> KEY METRICS FOR SUCCESS:<ul><li>Resolution of incidents and requests within SLA targets.</li><li>Positive user feedback and high customer satisfaction scores.</li><li>Accurate and comprehensive ticket documentation.</li><li>Contribution to team and organisational goals.</li></ul> QUALIFCATIONS:<ul><li>Minimum of 6 months’ experience in a service desk, IT support or technical helpdesk environment.</li><li>Strong problem-solving and troubleshooting skills, with a logical approach to diagnosing issues.</li><li>Excellent customer service skills and a genuinely customer-centric attitude.</li><li>Clear, professional written and verbal communication, including the ability to explain technical issues to non-technical users.</li><li>Working knowledge of IT systems, hardware, software and basic networking concepts.</li><li>Hands-on experience with a service management / ticketing tool and remote support software.</li><li>Ability to work under pressure, manage multiple priorities and meet SLA targets.</li><li>High attention to detail and strong organisational skills.</li><li>A proactive, team-focused mindset and an eagerness to learn and grow.</li><li>Right to work in the UK.</li></ul> DESIRABLE QUALIFICATIONS:<ul><li>Familiarity with IT service management frameworks such as ITIL.</li><li>Relevant IT certifications, such as ITIL 4 Foundation, CompTIA A+ or Microsoft 365 Fundamentals.</li><li>Awareness of ISO 27001 (information security) and ISO 9001 (quality management) standards.</li><li>Understanding of UK GDPR and the handling of sensitive or confidential data.</li><li>Experience supporting software users in a healthcare, pharmacy or care home setting.</li><li>Experience with Microsoft 365, Windows and Active Directory / Entra ID administration tasks.</li><li>Experience supporting customers over phone, email and remote sessions in a B2B environment.</li></ul>
WHY JOIN US:<ul><li>Hybrid working: a balance of office collaboration and working from home.</li><li>Meaningful work: your support helps pharmacies and care homes across the UK deliver better care to patients and residents.</li><li>Stability and growth: an established business supporting customers since 1993, now expanding into new markets.</li><li>A supportive team: a collaborative environment where your ideas for improving service are heard and valued.</li></ul>#TagSoftwareGroup