IT Service Desk Analyst

Role overview

MedHealth is looking for an IT Service Desk Analyst to be the initial contact point for technology-related calls and support tickets. The position is centered on delivering excellent customer service and contributing to positive outcomes for users. Success in this role depends on staying calm under pressure, identifying and resolving technical problems efficiently, and communicating clearly with a wide range of users.

Key responsibilities

• Respond to incoming support calls promptly and within the required time frame.
• Deliver high-quality support and work issues through to closure in line with agreed service levels.
• Keep thorough and accurate records of support work, actions taken, and troubleshooting steps.
• Look into hardware issues, diagnose faults, and carry out repairs, maintenance, and technical support for computers and related peripherals.
• Handle user account tasks such as creating, updating, and removing accounts.
• Identify and resolve problems involving networks and printers.
• Provide both remote assistance and on-site support when the business requires it.

Working style

This role is part of a Service Desk Support Team and reports to the Service Desk Team Leads. It requires strong communication skills, the ability to troubleshoot effectively, and a service-first mindset.