Service Desk Analyst

Positive Solutions Limited is seeking a Service Desk Analyst to join their growing team. As a Service Desk Analyst, you will be responsible for providing first-line IT support and excellent customer service to users across the organisation. This includes resolving incidents, fulfilling requests, and escalating issues as necessary. The role contributes to maintaining a high standard of service delivery and supports compliance with organisational policies, including ISO 27001 and ISO 9001 standards.

ABOUT POSITIVE SOLUTIONS LIMITED:

Positive Solutions has been delivering healthcare technology to pharmacies across the UK since 1993 and has more recently expanded into care homes. Headquartered in Chorley, Lancashire, the company provides a suite of interoperable applications that streamline pharmacy and care home operations, improve patient engagement, and deliver business intelligence insights. Its solutions serve everyone from single-site independents to corporate groups and national pharmacy estates, helping them automate workflows, save time and improve the patient experience.

ABOUT TAG SOFTWARE GROUP:

TAG Software Group is a team of experienced investors and operators dedicated to acquiring, enhancing, and growing mission-critical software companies serving SMB, enterprise, and public sector customers.

Founded as part of a permanent home for software companies, we don’t buy to sell. Our focus is on long-term partnerships that protect your legacy, employees, and customers.

Our in-house team delivers an efficient, transparent, and seller-friendly process, ensuring speed and certainty of close. Once part of TAG, your company gains access to proven best practices, dedicated value-creation resources, and the extended ecosystem of our sister companies – helping your business reach the next level.

Requirements

Incident and Request Management

• Act as the first point of contact for all customer technical issues, providing prompt and professional support.
• Log, categorise, and prioritise incidents and service requests in the service management system.
• Diagnose and resolve technical issues within agreed service level agreements (SLAs).
• Escalate unresolved issues to appropriate teams or second-line support in accordance with escalation protocols.

Customer Service

• Provide excellent customer service, ensuring users are kept informed about the progress of their requests.
• Communicate technical information in a clear, non-technical manner to end-users.
• Gather and document user feedback to improve service delivery.

ISO 27001 Responsibilities

• Follow organisational policies and procedures related to information security.
• Maintain the confidentiality, integrity, and availability of information when handling incidents.
• Report any identified information security risks or breaches to the appropriate authority.
• Support the organisation's Information Security Management System (ISMS) through daily activities.

ISO 9001 Responsibilities

• Adhere to the organisation’s Quality Management System (QMS) processes and standards.
• Contribute to quality assurance by ensuring consistent and accurate logging of tickets and documentation.
• Identify opportunities for service improvement and communicate them to the team.

Documentation and Knowledge Sharing

• Maintain accurate and up-to-date documentation of issues, solutions, and standard operating procedures.
• Contribute to the service desk knowledge base by creating and updating articles.

Team Collaboration

• Collaborate with colleagues to share knowledge and ensure team goals are met.
• Provide input into team meetings and discussions to improve processes and service quality.

Other Duties

• Perform additional tasks as directed by the Service Desk Manager to support the overall objectives of the team and organisation.

KEY METRICS FOR SUCCESS:

• Resolution of incidents and requests within SLA targets.
• Positive user feedback and high customer satisfaction scores.
• Accurate and comprehensive ticket documentation.
• Contribution to team and organisational goals.

QUALIFCATIONS:

• Minimum of 6 months’ experience in a service desk, IT support or technical helpdesk environment.
• Strong problem-solving and troubleshooting skills, with a logical approach to diagnosing issues.
• Excellent customer service skills and a genuinely customer-centric attitude.
• Clear, professional written and verbal communication, including the ability to explain technical issues to non-technical users.
• Working knowledge of IT systems, hardware, software and basic networking concepts.
• Hands-on experience with a service management / ticketing tool and remote support software.
• Ability to work under pressure, manage multiple priorities and meet SLA targets.
• High attention to detail and strong organisational skills.
• A proactive, team-focused mindset and an eagerness to learn and grow.
• Right to work in the UK.

DESIRABLE QUALIFICATIONS:

• Familiarity with IT service management frameworks such as ITIL.
• Relevant IT certifications, such as ITIL 4 Foundation, CompTIA A+ or Microsoft 365 Fundamentals.
• Awareness of ISO 27001 (information security) and ISO 9001 (quality management) standards.
• Understanding of UK GDPR and the handling of sensitive or confidential data.
• Experience supporting software users in a healthcare, pharmacy or care home setting.
• Experience with Microsoft 365, Windows and Active Directory / Entra ID administration tasks.
• Experience supporting customers over phone, email and remote sessions in a B2B environment.

Benefits

WHY JOIN US:

• Hybrid working: a balance of office collaboration and working from home.
• Meaningful work: your support helps pharmacies and care homes across the UK deliver better care to patients and residents.
• Stability and growth: an established business supporting customers since 1993, now expanding into new markets.
• A supportive team: a collaborative environment where your ideas for improving service are heard and valued.

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