# Service Desk Analyst > Valsoft Corporation · Chorley, United Kingdom (Hybrid) · — · Posted 2026-10-28 **Workplace:** hybrid **Department:** Tag Software Group ## Description 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. #TagSoftwareGroup ## Apply [Apply at Valsoft Corporation](https://apply.workable.com/valsoft-corp/j/F831FE2F61/apply) --- Powered by [Workable](https://www.workable.com)