IT Service Desk Analyst

• Deliver strong technical support
• Log, prioritise and resolve incidents and service requests
• Communicate clearly and confidently with users at all levels
• Diagnose issues, collaborate with colleagues and third parties, and ensure a smooth return to service
• Help drive service quality and improvement
• Spot recurring trends and raise problem records
• Take part in CAB meetings and contribute to change management
• Work on projects, office moves, and continuous improvement initiatives
• Build great relationships with users and IT teams
• Be a trusted partner to the business
• Provide friendly, professional and empathetic support, especially under pressure
• Keep users updated regularly and ensure theyre happy with the outcome
• Create and maintain documentation
• Ensure assets are tagged, tracked and compliant
• Work with 3rd line teams to remove threats from the environment

Technologies:

• Support
• ITIL
• Microsoft 365
• Windows
• Office 365

• 5+ years experience in a busy Service Desk environment
• Strong troubleshooting ability
• Solid working knowledge of Windows 11, Microsoft 365, and SCCM
• Understanding of the ITIL framework
• Excellent communication skills, written, verbal, and in presenting
• A customer-first mindset and an ability to explain technical issues clearly
• Strong organisation, attention to detail, and the ability to stay calm under pressure

We are a supportive team located in Epsom, offering a hybrid work model of 3 days in the office and 2 days working from home. We provide a competitive salary, a comprehensive benefits package including an on-site gym and subsidised restaurant, as well as opportunities for personal and professional growth. By joining us, you will be part of a dynamic environment where your contributions will have a significant impact on the operation of the business. We foster a culture of collaboration, continuous learning, and exceptional customer service.