IT Service Desk Analyst

Vitality, Bournemouth, England, United Kingdom

IT Operations

Office based, 4-5 days per week in the Bournemouth or Stockport Vitality Offices. Full time, 35 hours per week.

• Experience working with an ITSM tool
• Very strong verbal communication skills
• To be able to handle multiple tasks at once to meet deadlines and solve problems

Join our dynamic IT Service Desk team at Vitality, where you'll be the first point of contact for technical support across the business. As an IT Service Desk Analyst, you'll play a crucial role in delivering exceptional 1st line support to internal stakeholders, VIPs, and external partners. From resolving technical issues to managing service requests, you'll be at the heart of keeping our systems running smoothly and our users supported.

This is a fast‑paced, customer‑focused role where your ability to troubleshoot, communicate clearly, and manage priorities will make a real impact. You'll also contribute to continuous service improvement and help shape the future of our IT support function.

• Accurately record and manage incident and request tickets in the Service Desk using the relevant ITSM tools, meeting agreed SLA’s and KPI’s.
• Allocate incidents and requests to the correct resolver groups when first‑line resolution is not possible.
• Escalate issues as appropriate according to published procedures.
• Understand business needs to provide exceptional customer service to users.
• Regularly update open tickets in the ITSM tools and keep the customer base informed.
• Contribute to service improvements by recommending changes to systems and processes and owning some improvement opportunities.
• Provide technical and user support to meet Service Desk requirements.
• Participate in project‑based work and other departmental activities, including routine procedures and incident management.

• Previous call centre or Service Desk/IT support experience.
• A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.
• Demonstrable track record of delivering consistently high levels of telephone‑based service, preferably in a regulated environment.
• Positive attitude at all times and customer‑focused behaviour.
• Strong team player, punctual and reliable.
• Experience working within deadlines and KPI’s in a high‑pressure environment.
• High degree of accuracy and attention to detail in all tasks.
• Ability to work varying shifts, including weekends and on‑call responsibilities on a rota basis.
• Resilience.

• Bonus Schemes – a bonus that regularly rewards performance.
• Pension – up to 12 %; we will match contributions up to 6 % of salary.
• Vitality health insurance – award‑winning, with its own set of rewards and benefits.
• Life Assurance – four times annual salary.

These are just some of the many perks that we offer. To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!

• Help you to be the healthiest you’ve ever been.
• Create an environment that embraces you as you are and enables you to be your best self.
• Give you flexibility on how, where and when you work.
• Help you advance your career by playing to your strengths.
• Give you a voice to help our business grow and make Vitality a great place to be.
• Give you the space to try, fail and learn.
• Provide a healthy balance of challenge and support.
• Recognise and reward you with a competitive salary and amazing benefits.
• Be there for you when you need us.
• Provide opportunities to be a force for good in society.

We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.

Entry level

Full-time

Information Technology

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