Technology Service Desk Analyst
Role details
Job location
Tech stack
Job description
Provide high-quality, customer-focused IT support across the organisation globally, acting as a first point of contact for technical issues, service requests, and access queries. The role is responsible for the effective handling of incidents and service requests in line with ITIL practices, ensuring timely resolution or escalation to minimise disruption.
You will work closely with cross-functional IT teams, including application, infrastructure, security, and project delivery, supporting day-to-day operations and contributing to the successful implementation of technical changes and business projects. This is a hands-on role requiring a strong technical foundation, a proactive approach to problem-solving, and a commitment to delivering an excellent user experience.
Principal Accountabilities
- Serve as a primary contact for all IT-related queries, incidents, service requests, and access issues, ensuring accurate logging, classification, and prioritisation via the Service Management tool in line with ITIL processes.
- Take full ownership of tickets from initiation through to resolution, maintaining clear and proactive communication with users and ensuring issues are resolved effectively and efficiently.
- Provide hands-on technical support to users across the organisation globally, both onsite and remotely, using enterprise tools and remote support technologies.
- Investigate and diagnose a broad range of technical issues across hardware, software, operating systems, collaboration platforms, and business applications, working independently or in close coordination with specialist teams.
- Fulfil service requests including hardware provisioning, software installation, account/access management, and system configuration, ensuring compliance with security, change, and access control policies.
- Support the implementation and deployment of planned changes and infrastructure upgrades by assisting with preparation, user coordination, testing, and early life support activities.
- Escalate unresolved or complex issues in line with escalation protocols, while maintaining responsibility for user engagement and driving timely resolution.
- Contribute to continual service improvement by identifying recurring issues, inefficiencies, and gaps in documentation or process, and actively suggesting improvements.
- Create and maintain high-quality knowledge base articles and support documentation to aid internal learning and end-user self-service.
- Uphold a strong customer-centric approach, balancing technical resolution with empathy, clarity, and professionalism in all user interactions.
- Work flexibly within a shift pattern and take part in the out-of-hours support rota when required for emergencies or project work.
Requirements
Do you have experience in Technical support?, * ITIL v4 Foundation or other ITIL Qualification
- Any Microsoft Certifications
- Any other relevant Service Management certifications (e.g. SDI Service Desk Analyst, CompTIA etc)
- Customer Service Experience
- Technical Support Experience
Benefits & conditions
Pulled from the full job description
- Company pension
- Paid volunteer time
- Private medical insurance
- Company events, * Competitive salary + annual bonus
- Flexible hybrid working
- Career development opportunities
- 25 days holiday (increasing to 28 after 5 years)
- Enhanced Maternity/Paternity pay
- 1 day paid charity day
- Company events and incentives
- 3x salary death in service benefit
- Pension scheme
- Private Medical Insurance or Healthcare Cash Plan
- Free breakfast and beverages
