IT Service Desk Analyst

Simplyhealth; Andover; Hybrid; GBP 28,000 - 31,000; Full time

Job summary

A leading health company in Andover is seeking an experienced IT Service Desk Analyst to provide first-line support for technical issues. You will ensure excellent resolutions and customer experiences while handling IT incidents and requests. The role involves working on-site and from home in a hybrid model. Ideal candidates will have experience in service desk environments and a proactive approach to problem-solving, along with strong communication skills.

Benefits

Generous pension with employer contribution

36 days holiday

Flexible benefits package

Health plan

Access to wellbeing hub

Recognition awards

Qualifications

• Proven experience in IT service desk or IT support environments.
• Strong communication skills and customer service experience.
• Ability to handle high volume of tickets effectively.
• Proactive problem-solving mindset for continuous improvement.

Responsibilities

• Act as first point of contact for IT support issues.
• Log and resolve incidents and service requests.
• Provide technical support for hardware and software.
• Monitor ticket queues to ensure SLAs and KPIs are met.
• Collaborate with IT teams for complex issues.

Skills

Office365

Windows 11

Intune

Active Directory

SharePoint

Customer service

Communication

Organisational skills

Problem-solving

Job description

Base pay range

£28,000 - £31,000 + Bonus + Flex bens pot + Pension + Healthplan + 36 days holiday + hybrid working

We’re not just your average health company; we’re aiming to revolutionise access to healthcare in the UK by offering innovative health and wellbeing solutions that are affordable, accessible, and effective. From preventive care to comprehensive medical support, we aim to empower individuals to take charge of their health, inspiring them to make the most of their wellbeing. Added to that we’re the first health insurer in the UK to be awarded B-Corp status in recognition of our significant achievements in sustainability, in addition to our ambitious environmental and social responsibility goals.

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 365, 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.
• Support knowledge sharing by updating and creating documentation, FAQs, and how‑to guides to help colleagues resolve common issues.

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 Office365, 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:

• 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.
• Recognition awards.
• Give as you earn.

Your Recruitment Journey

We're focused on providing an application, assessment and onboarding journey that is fair, consistent, diverse and inclusive for all, allowing us to hire top talent based on the skills and behaviours pivotal to your and our success.

Your process

• Screening call with Talent Acquisition Team.
• Aptitude assessment.
• Virtual Interview with the hiring manager and team.
• Offer.

Should you require any additional support with your application, or need us to make any adjustments for you, please contact our Talent Team; [e-mail].

Please note: Working for a purpose driven company like ours is a fantastic opportunity so we often receive high volumes of applications for our roles. In these cases, we may close our job adverts early and aren't able to consider applications after this time.

Seniority level

Associate

Employment type

Full‑time

Job function

Information Technology

Industries

Insurance and Employee Benefit Funds and Health and Human Services

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