IT Service Desk Analyst
Role details
Job location
Tech stack
Job description
A large, well-established UK organisation is seeking an IT Service Desk Analyst to join their expanding IT function. The organisation is committed to providing high-quality technical support to its workforce and is investing significantly in improving its IT service delivery, stability, and customer experience. You will be joining a collaborative, supportive, and customer-focused technology team with a strong reputation across the business., As an IT Service Desk Analyst, you will be part of a busy team providing 1st and 2nd line support to employees across the UK. Your role will include:
- Handling incidents and service requests via phone, email, portal and walk-ins
- Providing troubleshooting and technical support across Windows OS, M365, MS Office, networks and mobile device management
- Participating in major incident support and escalating issues when required
- Maintaining accurate logs and updates within the IT Service Management tool
- Supporting site setups, relocations and de-commissioning activities
- Contributing to IT projects and continuous improvement initiatives
- Ensuring adherence to IT policies, standards and procedures
- Working as part of a rota to ensure full desk coverage during operational hours
This position may occasionally require travel to other business sites across the UK to provide on-site support.
Requirements
- Experience within an IT service support or service desk environment
- Strong technical understanding of IT systems, applications and end-user devices
- Hands-on experience supporting Windows OS, MS Office and M365
- Knowledge of networking and mobile device management tools
- Ability to work in a fast-paced, customer-focused environment
- Strong communication, problem-solving and documentation skills
- A methodical, organised approach and the ability to work to deadlines
- ITIL Foundation certification (desirable)
Benefits & conditions
What you'll get in return In return, you will receive:
- A competitive day rate
- Exposure to major IT projects and a wide range of technologies
- A supportive and collaborative team culture
- The chance to contribute to continuous improvement and service excellence
