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AIM OF THE ROLE Working as part of a support team and with a passion for providing and promoting outstanding customer service at all times, the Support Specialist will act as the first escalation point for wider support teams. The role involves anything from providing general advice to colleagues through to delivering in-depth technical assistance to customers. KEY RESPONSIBILITIES AND TASKS Duties will include, but are not restricted to, the following: • Providing day-to-day support to the end-user base., • Managing customer queries and providing advice, ranging from general queries to more specific technical questions., • Troubleshooting support issues using knowledge bases and other resources., • Ensuring resolution of any open tickets is managed in a timely and efficient manner., • Information gathering, qualification and prioritisation of new service requests., • Providing advanced technical support for backup and recovery systems, including hardware, software, and network-related issues., • Accurately logging relevant information onto the IT service management (ITSM) system, including actions taken and next steps., • Proactive allocation and checking of customer backups, ensuring tickets are raised for issues as needed., • Managing and ensuring timely and appropriate updates are communicated back to customers., • Administration of customer account information, ensuring details are kept current and accurate in the ITSM system., • Administration of the customer support portal, e.g., setting up new accounts, password requests, etc., • Escalation of incidents to the next tier of support when necessary. KEY SKILLS AND COMPETENCIES The ideal candidate will be bright, enthusiastic, and dedicated to achieving great results. They should ideally have a mix of the following job-specific skills, attributes, and experience: • Advanced-level ability to understand and diagnose technical problems., • Attention to detail to prevent ticket breaches against SLAs, and persistence to ensure adherence to processes., • A willingness to learn and engage with unfamiliar technologies., • Excellent time management and organisational skills, with the ability to work well under pressure., • Strong technical expertise in server, network, and disk storage systems., • Experience with enterprise backup and recovery systems (e.g., Rubrik, Veritas NetBackup, Commvault, or Veeam) is a major advantage., • Experience with virtualisation technologies such as VMware, Nutanix, or Hyper-V (desirable)., • Experience with cloud technologies (desirable)., • Knowledge of storage area networks (SANs) and network-attached storage (NAS)., • Excellent communication skills and ability to interact with end-users at all levels., • Experience with ticketing systems and SLAs. PREFERRED QUALIFICATIONS • ITILv3/v4 certification and/or prior experience within an IT service environment. POSSIBLE PROGRESSION PATH • Escalation Support Engineer, • Service Desk Team Leader, • Service Improvement Analyst HOURS OF WORK Working on a rota basis, the shift patterns are: • Monday – Friday, 8am–4pm (week 1), • Monday – Friday, 2pm–10pm (week 2)

A financial services company in Leeds is looking for an IT Service Desk Analyst.In this role, you'll be responsible for managing incidents and requests, ensuring excellent IT service for internal customers.The ideal candidate will have a minimum of 3 years of experience and a solid understanding of

A financial services provider in Leeds is seeking an IT Service Desk Analyst to join their team. Candidates should have a minimum of 3 years' experience in a similar environment, strong customer service skills, and familiarity with Microsoft products. Benefits include a pension plan, private medical

Preferable minimum 3-years previous experience working in a busy IT Service Desk environment, ideally on a technical service desk supporting a large number of users. This is an exciting opportunity for someone to complement our existing IT Service Desk team - dedicated to providing an excellent IT s

Preferable minimum 3-years previous experience working in a busy IT Service Desk environment, ideally on a technical service desk supporting a large number of users. This is an exciting opportunity for someone to complement our existing IT Service Desk team - dedicated to providing an excellent IT s

Preferable minimum 3-years previous experience working in a busy IT Service Desk environment, ideally on a technical service desk supporting a large number of users. In this role you will join the interactive investor (ii) Service Desk which currently manages approx 2000 user incidents per month alo

Service Desk Analyst 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 Job Introduction We have an exciting opportunity for a Service Desk Analyst to join our Technology, Digital and Data team based in Leeds! 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. Main Responsibilities As our new Service Desk Analyst, you will also: • Provide 1st 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. We welcome applicants from all backgrounds, and we encourage you to apply even if you feel you do not match 100% of the technical requirements. We celebrate diversity, promote inclusivity and strive to create a work environment which ensures everyone can be heard. What’s important to MPS is that our people live our values of Member First, Ambitious, Determined and Empowered. 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 over 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. Application closing date for Service Desk Analyst - 01/05/2026