Job Introduction

We have an exciting opportunity for a Service Desk Analyst to join our Service Delivery team based in Leeds!

As our new Service Desk Analyst, you will be the first point of contact for our users, providing technical assistance and ensuring smooth and efficient resolution of IT-related issues for our colleagues across the globe.

Your ability to troubleshoot, communicate effectively, and provide excellent customer service will be crucial in maintaining our high standards of support, including via phone, email, portal, chat and face-to-face.

Role Responsibility

As our new Service Desk Analyst, you will also:

• Provide regular status updates to colleagues to ensure that incidents and requests are effectively prioritised and actioned
• Ensure incidents and service requests are delivered against structured SLA and KPI targets to deliver excellent service to colleagues and members
• Effectively classify and prioritise incidents and escalate to Team Leader where appropriate
• Ensure that requests for access to systems and resources are adequately approved.
• Proactively look for improvement in service, supporting other members of the team

The Ideal Candidate

We are looking for:

• Proven practical experience of working within a Service Desk or IT support team
• Experience of managing incidents and requests via an IT Service Management platform / ticket management system
• Experience of explaining technical issues and solutions to non-technical staff
• A team player, who is proactive, adaptable with the ability multi-task and work under pressure
• A strong communicator, both written and verbal with excellent customer service skills
• Ability to problem solve and make informed decisions using own initiative

We welcome applicants from all backgrounds, and we encourage you to apply even if you feel you do not match 100% of the technical requirements. We celebrate diversity, promote inclusivity and strive to create a work environment which ensures everyone can be heard.

Package Description

Alongside a competitive salary as stated above, you will also receive:

• Up to 10% discretionary annual bonus
• Annual performance-related pay review
• 11% pension contribution (3% from you, 8% from us – optional additional matched 3% contributions, e.g. 6% from you, 11% from us)
• 25 days annual leave plus flexible bank holidays (option to buy/sell additional 5 days)
• Private Medical Cover
• Career development and progression opportunities – 22% of our vacancies in 2023 were filled internally
• A truly flexible hybrid-working arrangement (take a look at below to find out more about how we work)
• A culture that promotes inclusivity, wellbeing and rewards hard work
• Car Salary Sacrifice scheme
• Healthcare cash plan
• 6x salary death in service
• A personal GP service enabling you to get a video consultation with a NHS-registered private GP
• Employee Assistance Programme
• A range of shopping discounts from major high-street retailers

About the Company

About the Team

Technology is at the heart of our organisation. It empowers our colleagues to deliver the best in class service to our Members, whether that be through our systems, platforms and architecture or robust data insights to help influence business decisions.

It is a very exciting time to get involved in our Member Experience, Digital and Data (MEDD) division, as the team are currently developing new Cloud-based architecture, introducing a new CRM system that will allow for better cross-team collaboration and streamlining our Member journey through customer-centric product development.

How our Service Delivery team work

We offer a truly-flexible hybrid working arrangement that is centred around our colleagues’ work-life balance. Technology allows us to collaborate effectively regardless of location, but we know sometimes you can’t beat being with your team in-person and our team tends to come on-site two to three times a week. However, we expect this can fluctuate throughout the year depending on our projects and current work.

Who We Are

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.

We are a not-for-profit organisation, meaning our Members’ premiums are kept safe should our Members require support for complaints or claims arising from professional practice, or invested into bettering the organisation, our colleagues and our products.

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.

To do this, we need colleagues who are trusted and supported to deliver their best work, whether that be through leadership development, fully-funded training courses or peer-to-peer support. We want our colleagues to feel empowered enough to deliver positive change, display ambition to push themselves and are determined when faced with a challenge, whilst ensuring our Member’s best interests are at the core.

Next Steps

If you are interested in finding out more, looking for a new role and want to join an organisation that truly values its employees, take a look at the role profile to find out more about the role to apply.

Our Talent Acquisition team are always on hand should you have any questions, are having any technical issues or wish to understand how MPS can support you with your application and interview. You can contact our friendly Talent Acquisition team by emailing careers@medicalprotection.org

Medical Protection Society