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Service Desk Analyst

Please Note: The application deadline for this job has now passed.

Job Introduction

Have you tried turning it off and on again? *Insert IT crowd GIF*.

Are you someone with a genuine interest in IT who enjoys problem solving and is solutions focused? Someone who won't mind the day to day password resets or occasionally asking the above question, as you're somebody who loves helping others and ticking a job off your list.

This is a vital role within the business where you'll help to resolve a variety of technical queries from colleagues.  You'll be using multiple channels including phone, email, portal and chat to ensure incidents are dealt with in a timely manner.

In return this role will give you the opportunity to develop your skills and build your IT career in a company which invests in its people and promotes a culture where you can enjoy a happy work life balance.

Role Responsibility

  • Provide 1st Line technical support to MPS colleagues via multiple channels including phone, email, portal, chat and face to face.
  • Provide regular status updates to colleagues to ensure that incidents and requests are effectively prioritised and actioned.
  • Fulfil service requests raised by MPS colleagues for access to systems, resources and equipment.
  • Ensure that work is completed in line with agreed quality guidelines and that SLA / KPI targets are met.
  • Effectively classify and prioritise incidents and escalate to Team Leader where appropriate.

The Ideal Candidate

You're someone with a real interest in IT with a desire to develop a career in this field.

We'd love you to have practical experience working within a service desk or IT support team where you will have used Active Directory, MS Teams and Office 365.

You'll be no stranger in explaining technical issues / terminology to us non-technical folk such that we can leave you alone until the next issue arises!

A keen problem solver, with an ability to make informed decisions using your own initiative - along with an aptitude to prioritising work and managing multiple activities - will set you up for success in this role.


At MPS we understand that diversity is an important part of a truly inclusive community, and it’s something we're committed to as an organisation. The MPS Recruitment Team (Laura, Julia and Becky) welcome applications from candidates from a wide variety of backgrounds. Important to MPS is that our people live our values of Member First, Ambitious, Determined and Empowered. We accept that not all applicants are able to meet all requirements of the role and therefore we consider applications based on merit and experience. We are open to discuss your application and to assist you through the process. We celebrate diversity, promote inclusivity and are willing to consider flexible working options. If you have any questions about any advertised role and how we can support you, please contact the Recruitment Team.

Package Description

  • 12% company pension contribution (3% from the individual)
  • Annual bonus scheme up to 10% 
  • Private Medical Insurance
  • Health Care Cash Plan
  • 25 days annual leave, plus bank holidays
  • Paid overtime

About the Company

Medical Protection Society (MPS) is the world’s leading protection organisation for doctors, dentists and healthcare professionals. We protect and support the professional interests of almost 300,000 members around the world, in countries as diverse as the United Kingdom, South Africa and Hong Kong.

Our philosophy is to support safe practice in medicine and dentistry by helping to avert problems in the first place. We also actively campaign for regulatory and legal reforms that benefit members and the wider healthcare professions. Membership provides access to expert advice and support together with the right to request indemnity for complaints or claims arising from professional practice.

We continue to invest in our team to ensure that we are delivering the best possible service for members. This was recognised in 2016 when we were awarded an Investors in People Silver award.

Medical Protection Society

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