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Service Desk Analyst

United KingdomPosted 28 Oct 2026

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About this role

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.

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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.

#TagSoftwareGroup

Source listing: workable_valsoft-corp

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