IT Helpdesk Analyst

IT Operations are crucial to our success. We aim to enable the business to work smarter and faster by delivering reliable, scalable, and agile systems and applications. The IT Operations team manages the infrastructure and network that support our key systems and provides a digital workspace that helps our users communicate and work effectively across the organisation.

Our IT Helpdesk is always ready to assist with any IT-related queries, issues, and requests. The IT Operations team is part of the larger internal Tech Team, which collaborates closely with Sales, Services, Business Operations, and select Vendors and Partners.

As an IT Helpdesk Analyst, you will be responsible for delivering exceptional service to our Softcat colleagues. Consistently demonstrating ownership and accountability in every aspect of your role

You will triage, troubleshoot and resolve incidents, and fulfil service requests efficiently, ensuring minimal downtime and maximum user satisfaction through a high standard of service and effective prioritisation. Running Softcat's Techbar, you will provide vital face-to-face support, empower colleagues and foster collaboration across teams.

As a IT Helpdesk Analyst you'll be responsible for:

• Provide first-line technical support to users via phone, in person, and remotely. Log all incidents, service requests, and resolutions in the ITSM platform (ServiceNow) within agreed SLA targets
• Diagnose and troubleshoot issues across multiple technologies, ensuring accurate triage and timely resolution of incidents and fulfilment of service requests
• Manage your work queue proactively, prioritising incoming requests and incidents to maintain service efficiency
• Collaborate with other IT teams to resolve incidents and fulfil requests, escalating complex issues to second-line analysts when necessary
• Communicate clearly and promptly with users throughout the resolution process, maintaining ownership of issues until closure

Do you have experience in ServiceNow?, * Experience working in an IT Helpdesk or Service Desk environment, providing first-line technical support for incident management, problem management and request fulfilment

• Knowledge of the Microsoft stack (M365, Autopilot, Intune, Azure AD)
• Experience in Active Directory for user account creation and permission management
• Excellent customer service and communication skills, with the ability to explain technical issues clearly to both technical and non-technical users
• Accurate and detailed call logging in an ITSM platform (preferably ServiceNow), ensuring all incidents and requests are documented correctly

We also acknowledge that the confidence gap and imposter syndrome are a real thing and can get in the way of us meeting fantastic talent, so please don't hesitate to apply - we would love to hear from you!

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

• Hybrid working
• Working flexible hours - flexing the times you start and finish during the day
• Flexibility around school pick up and drop offs

Working with us

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.