Package Description
Competitive salaries
Excellent training & development opportunities
Paid Holidays
Workplace pension scheme
Staff Discount
Travel Loans and more…
Overview of the role
Well Pharmacy is one of the UK's largest community pharmacy chains, with over 700
branches nationwide. As part of Bestway Healthcare, we are committed to delivering high
quality healthcare services to our communities and that starts with having a reliable,
responsive IT support function.
We are now recruiting a Senior Service Desk Analyst to join our IT team and play a key role in supporting our nationwide pharmacy network.
As a Senior Service Desk Analyst, you will report to the Service Desk Manager and will
support a team of 2 Service Desk Analysts to coordinate and deliver the day-to-day
operations of the Service Desk.
Main Responsibilities
Support the Service Desk & Platform Support Manager in delivering daily Service Desk operations and achieving KPIs
Act as an escalation point for analysts, resolving complex issues efficiently
Maintain and enhance the Service Desk knowledge base in collaboration with 2nd and 3rd line teams
Manage support stock levels and supplier relationships, ensuring incidents are resolved within agreed service levels
Identify and escalate recurring issues to IT Service Management, Problem and Change teams
Provide hands-on support during busy periods, including call handling and ticket logging (Topdesk)
Stay up to date with new technologies and process changes impacting the Service Desk
Participate in an out-of-hours support rota
The Ideal Candidate
Experience leading a Service Desk supporting multiple locations, with strong hardware and software troubleshooting skills
Proven people management experience and the ability to lead a team effectively
Solid experience in Service Delivery, managing internal teams, stores, and external vendors
Skilled in reporting, tracking, and communicating IT performance to stakeholders
Strong interpersonal and communication skills with a focus on team leadership
Well are proud to be a diverse and inclusive employer. If you have any specific requirements, we'll do everything we can to support you. Whether it is to find a pharmacy that is accessible, or if it is a part time position you are looking for, we can help find the role that is right for you. If you need us to make any reasonable adjustments to our recruitment process, we will be happy to accommodate you.
Please be aware that due to the high number of applications we receive it may not be possible for us to provide an outcome to all applicants. If you are not contacted within 28 days of your submission unfortunately you will have been unsuccessful.