Senior Service Desk Analyst

Overview

Well Pharmacy is one of the UK’s largest community pharmacy chains, with over 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 two Service Desk Analysts to coordinate and deliver the day‑to‑day operations of the Service Desk.

• 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 escalat[e] 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.

• 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.
• Strong 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.

• Competitive salaries
• Excellent training & development opportunities
• Paid holidays
• Workplace pension scheme
• Staff discount
• Travel loans and more…

We are proud to be a diverse and inclusive employer. If you have any specific requirements, we will 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.

Senior Service Desk Analyst
• Manchester, GB