Service Desk Analyst

Job Description

We are seeking a diligent and organised professional to provide first-line technical support within a dynamic IT environment. The successful candidate will play a key role in resolving user issues efficiently while maintaining high standards of customer service.

❖ Respond promptly to service requests and incidents via phone, email, or ticketing system

❖ Diagnose and resolve hardware, software, and network-related issues

❖ Escalate complex problems to appropriate technical teams when necessary

❖ Maintain accurate documentation of incidents and resolutions in the service management system

❖ Collaborate with colleagues to ensure continuous service improvement and knowledge sharing

❖ Assist with user account management and access permissions

❖ Participate in scheduled system maintenance and updates as required

❖ Adhere to organisational policies, including data security and confidentiality

❖ Provide clear and professional communication to users of varying technical ability

❖ Support the IT team in meeting service level agreements and performance targets

Requirements

The ideal candidate will possess a strong technical aptitude combined with excellent communication skills to effectively support end-users and resolve IT issues promptly. They should be highly organised, collaborative, and able to work efficiently within a team environment while managing multiple tasks.

❖ Proven experience in a service desk or IT support role

❖ Sound knowledge of Windows and Mac operating systems, along with common office software

❖ Familiarity with incident management and ticketing systems

❖ Strong problem-solving skills with the ability to diagnose and resolve technical issues remotely and on-site

❖ Excellent verbal and written communication skills, ensuring clear and professional interaction with users

❖ Ability to prioritise workload effectively and manage time efficiently

❖ A customer-focused approach with a commitment to delivering high-quality service

❖ Willingness to work flexibly, including occasional out-of-hours support if required

❖ Relevant IT certifications such as ITIL Foundation or CompTIA A+ are advantageous

❖ Eligibility to work in the UK without sponsorship

Benefits

We offer a comprehensive benefits package designed to support your professional development and well-being. Our inclusive and collaborative working environment ensures you are valued and empowered to contribute effectively.

❖ Competitive salary with annual performance reviews

❖ Generous annual leave entitlement plus bank holidays

❖ Pension scheme with employer contributions

❖ Access to ongoing training and development programmes

❖ Employee assistance programme and wellbeing support

❖ Season ticket loan for public transport

❖ Opportunities for career progression within a structured framework

❖ Inclusive and supportive workplace culture promoting work-life balance