We’re not just your average health company; we’re aiming to revolutionise access to healthcare in the UK by offering innovative health and wellbeing solutions that are affordable, accessible, and effective. From preventive care to comprehensive medical support, we aim to empower individuals to take charge of their health, inspiring them to make the most of their wellbeing. Added to that we’re the first health insurer in the UK to be awarded B-Corp status in recognition of our significant achievements in sustainability, in addition to our ambitious environmental and social responsibility goals. As an IT Service Desk Analyst, you’ll provide right first-time handling of all IT incidents, problems and requests into the IT Service Desk. Negotiating and coordinating rapid and appropriate responses, channelling to appropriate support teams for resolution, monitoring progress, and keeping customers appraised of progress. This role will require you to provide Service Desk support to all business areas within the agreed SLA’s and KPI’S. Key responsibilities Ensure all incidents, problems and requests for assistance are properly logged, correctly prioritised, assigned and responded to in a timely manner in accordance with agreed service level standards and procedures Ensure that internal customer standards are met and reviewed in line with business expectations Maintain good relationships with customers and fellow support staff to assist with communications and swift resolution of issues Negotiate with customers and IT staff in respect of emergencies, withdrawal of services, routine and unscheduled maintenance, and the introduction of major amendments to the provision of services Manages the expectation of all Simplyhealth staff through necessary verbal and electronic communication Adherence to escalation procedures for service incident management. Responds to escalated, complex and high impact user calls in a timely fashion Ensures regular administrative and housekeeping activities are conducted using appropriate tools and procedures