Job Introduction

We are seeking a Service Desk Analyst is to provide 1st line technical support across a number of disciplines to colleagues across the MPS group.

This is a Fixed Term Contract role to cover a period of 12 months. 

This is a vital role within the business where you will utilise your excellent problem solving  and trouble shooting skills 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.

As an individual you will be comfortable working under pressure and use your prioritisation skills to ensure Service Level Agreements (SLA) and KPI targets are met. 

Role Responsibility

• 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.

Undertaking other duties and tasks that from time to time may be allocated to the role holder that are appropriate to the level or role.

The Ideal Candidate

• We're looking for someone with a genuine interest in IT who enjoys problem solving and is solutions focused. 
• Ideally you will have practical experience working within a service desk or IT support team and you'll understand the importance of delivering against SLA and KPI targets.
• You will have strong communication skills and be adept at explaining technical issues/terminology to non technical colleagues. 
• It would desirable if you have an understanding of the Office 365 suite and knowledge of ITIL

Package Description

• Annual performance related bonus scheme up to 10% (for permanent roles)
• 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 more than 300,000 members around the world, in countries as diverse as the United Kingdom, South Africa and Hong Kong.
We strive to be much more than a last line of defence by being at our members’ side at every step, offering support, advice and world-class defence. 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