Service Centre Analyst

Job Description

At MSI UK, our success rests on our dedicated team and client-focused approach. As a leading provider of sexual and reproductive healthcare, we aim to empower clients' reproductive choices for a more equal world for everyone. Through personalised care, we prioritise our clients' needs and experiences every step of the way.

Join a team where your curiosity, initiative and people skills truly matter.

MSI is looking for a proactive and friendly IT Support Analyst to provide exceptional onsite and remote support to colleagues across the organisation. Based at our Head Office, you'll be the first point of contact for technical issues, helping to keep our teams working smoothly and confidently.

What You'll Be Doing

As part of the MSI UK IT Support team, reporting to the Service Centre Manager, you will:

• Deliver high quality customer and technical support for incidents and requests via our service portal, phone or face to face.
• Provide hands on support across multiple technologies, escalating where appropriate.
• Proactively identify issues before they impact staff, resolving problems early.
• Maintain and improve IT documentation, ensuring our knowledge base stays accurate and useful.
• Review and contribute to operational procedures and policies, aligning with best practice and organisational standards.
• Support IT asset management activities.

You'll also collaborate closely with the wider Global Information Services team and in country IT teams, helping to strengthen our global support network.

We want someone who brings both technical capability and genuine care for people. You'll thrive in this role if you are:

• Empathetic and customer focused, able to build strong relationships.
• Friendly, approachable and committed to delivering exceptional support.
• Innovative, with the confidence to use your initiative.
• Dependable, organised and able to manage your own workload.
• Calm under pressure with a positive, solutions focused mindset.
• Skilled at diagnosing and resolving technical issues.
• A team player who loves to learn, grow and contribute to continuous improvement.

You'll also understand the importance of process and be keen to help shape and refine our operational procedures.

Opportunities for Development

At MSI, we invest in your growth. You'll have the chance to:

• Learn and develop across a wide range of technologies through cross training, hands on experience and formal training courses.
• Build strong knowledge of best practice IT processes and procedures.
• Influence the future of customer service within the GIS team, helping define our IT support standards.

What's in it for you?

Alongside a competitive salary and a supportive workplace, you'll enjoy a benefits package designed to help you thrive:

• Financial Reward: Competitive pay with progression opportunities, up to 5% employer pension contribution, and access to thousands of discounts through the Blue Light Card.
• Health & Wellness: 24/7 Employee Assistance Programme, Doctor Line for phone based GP consultations, and support from trained Mental Health First Aiders.
• Work Life Balance: Flexible working options, a Birthday Bonus day off, and generous family friendly benefits.
• Career Development: Paid training, accredited apprenticeship opportunities, and clear pathways for progression.

We're proud to be a disability confident level two equal opportunities employer and give equal consideration to all qualified applicants without regard to race, ethnicity, religion, gender, gender identity / expression, sexual orientation, national origin, disability, or age.

MSI UK is committed to safeguarding: promoting the welfare and safety of everyone involved in the delivery or receipt of sexual and reproductive health services, especially children, young people and vulnerable adults.

We pride ourselves on having a Just and Learning Culture and recognise that successes or mistakes are the product of many factors and our learning focuses on changing systems and processes to make it easier for people to do their jobs safely.