Job Introduction

JOB TITLE:  Service Desk Analyst

SALARY: £28,000 - £30,000 (+ London weighting allowance for eligible postcodes)

LOCATION: London (Hybrid, 3 days per week on site)

CONTRACT: Full Time

WORKING PATTERN: Mon - Fri 

We have an exciting opportunity for a Service Desk Analyst to join our Technology, Digital and Data team based in London!

The main purpose of the role is to provide effective and timely delivery of technical IT support to colleagues across MPS.  The role will focus on the day-to-day resolution of technical issues on our systems and hardware to ensure we can provide a high quality, trusted service to our colleagues and members.

This role will see you working with a variety of stakeholders including other resolve teams and end users; therefore, you will need to have excellent communication and interpersonal skills and be adept at explaining technical issues and solutions to non-technical staff.

You will also need a strong eye for detail, the ability to work under pressure while using your own initiative to make decisions and a desire to think ‘outside the box’ to not only resolve problems but to proactively make improvements to service delivery.

Role Responsibility

As our new Service Desk Analyst, you will also:

• Provide 1^st 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

We are looking for:

• Proven practical experience of working within a Service Desk or IT support team with a genuine interest in IT and a desire to develop a career in IT support 
• Experience of using Active Directory to provide access to resources 
• The ability to explain technical issues and solutions to non-technical staff
• Experience of managing incidents via an IT Service management platform /ticket management system
• Strong organisational, analytical, and problem-solving skills with the ability to prioritise tasks, manage multiple activities and maintain high attention to detail.
• Excellent communication and interpersonal skills, with a high level of integrity and discretion. 

Package Description

• Up to 10% discretionary annual bonus
• 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 5 days)
• Private Medical Cover
• Healthcare cash plan
• 6x salary death in service
• Paid volunteering day
• A personal GP service enabling you to get a video consultation with an NHS-registered, private GP
• Employee Assistance Programme
• A range of shopping discounts from major high-street retailers

About the Company

The Medical Protection Society Ltd (MPS) is the world’s leading protection organisation for Doctors, Dentists and healthcare professionals. We protect and support the professional interests of almost 350,000 members around the world.

We are a not-for-profit organisation, meaning member’s subscriptions are either invested into bettering the organisation, colleagues and products, or kept safe should members require support for complaints or claims arising from professional practice.

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 colleagues to feel empowered to deliver positive change, display ambition to push themselves and be determined when faced with a challenge, whilst ensuring members best interests are at the core.

Medical Protection Society