Senior Service Desk Analyst

Well Pharmacy Ltd; Manchester; On-site; GBP 60,000 - GBP 80,000; Full time

Job description

# Senior Service Desk Analyst## Overview of the roleWell Pharmacy is one of the UK’s largest community pharmacy chains, with over 700branches nationwide. As part of Bestway Healthcare, we are committed to delivering highquality healthcare services to our communities and that starts with having a reliable,responsive IT support function.We are now recruiting a Senior Service Desk Analyst to join our IT team and play a key role in supporting our nationwide pharmacy network.As a Senior Service Desk Analyst, you will report to the Service Desk Manager and willsupport a team of 2 Service Desk Analysts to coordinate and deliver the day-to-daoperations of the Service Desk.### Main Responsibility* Support the Service Desk & Platform Support Manager in delivering daily Service Desk operations and achieving KPIs* Act as an escalation point for analysts, resolving complex issues efficiently* Maintain and enhance the Service Desk knowledge base in collaboration with 2nd and 3rd line teams* Manage support stock levels and supplier relationships, ensuring incidents are resolved within agreed service levels* Identify and escalate recurring issues to IT Service Management, Problem and Change teams* Provide hands-on support during busy periods, including call handling and ticket logging (Topdesk)* Stay up to date with new technologies and process changes impacting the Service Desk* Participate in an out-of-hours support rota### The Ideal Candidate* Experience leading a Service Desk supporting multiple locations, with strong hardware and software troubleshooting skills* Proven people management experience and the ability to lead a team effectively* Solid experience in Service Delivery, managing internal teams, stores, and external vendors* Skilled in reporting, tracking, and communicating IT performance to stakeholders* Strong interpersonal and communication skills with a focus on team leadership*Well are proud to be a diverse and inclusive employer. If you have any specific requirements, we'll do everything we can to support you. Whether it is to find a pharmacy that is accessible, or if it is a part time position you are looking for, we can help find the role that is right for you. If you need us to make any reasonable adjustments to our recruitment process, we will be happy to accommodate you*.*Please be aware that due to the high number of applications we receive it may not be possible for us to provide an outcome to all applicants. If you are not contacted within 28 days of your submission unfortunately you will have been unsuccessful.*### Package DescriptionPackage Description* Competitive salaries* Excellent training & development opportunities* Paid Holidays* Workplace pension scheme* Staff Discount* Travel Loans and more…### About the CompanyFor over 70 years, we’ve been looking after the health and wellbeing of communities across the UK. Well Pharmacy (part of Bestway Healthcare) is the second largest pharmacy chain in the UK with c.760 pharmacies and a team of around 7,000 colleagues based across our Community Pharmacies, Online Pharmacy, Healthcare Services Centre, Community Drivers, Bestway Medhub & Wardles team and our Support Centre team.Our mission is to be here for the wellbeing of our patients and customers, to provide the best community pharmacy experience in the UK for everyone, for our patients, our customers, our people, and our NHS.The pharmacy of the future will look very different from the one we know today. It will play a huge role in transforming primary healthcare and we will play a central role in bringing it to life.We will use our clinical expertise and technological ambition to take advantage of the potential this future has to offer us. Making medicines, advice, services and care available in the places and spaces that people need and want it most.We want to be a great business. To be recognised as delivering a community pharmacy experience that is the best there is. To do this we want our teams to feel proud about the positive impact they make, feel valued as part of a close-knit and expert community, and feel confident in their role in a business that is stable, innovative, and caring.**‘Together we make a difference’**| OpenStreetMap contributors### Senior Service Desk Analyst* **Salary** Competitive annual salary dependent on experience* **Frequency** Annual* **Vacancy ID** well/TP/83737/11178* **Contract Type** Permanent - Full Time* **No. Hours per week** 37.5* **Closing Date** 13 March, 2026* **Job Category** Support Centre* **Division / Function** IT* **Location** Merchants Warehouse, 21 Castle Street, Manchester , United Kingdom (Incl. Northern Ireland)* **Posted on** 11 February, 2026### Spread the word### Vacancies in the same category