IT Service desk Analyst
Role details
Job location
Tech stack
Job description
As an IT Service Desk Analyst, you will provide first-line support to the business, acting as the initial point of contact for IT queries, incidents, and service requests. You will deliver effective customer support in line with ITSM best practices, providing guidance and training to users where needed, ensuring issues are logged, resolved, or escalated appropriately, and helping maintain high standards of service quality and performance across the IT Service Desk.
As an IT Service Desk Analyst you will
Act as the first point of contact for IT services, delivering high?quality first?line technical support in line with ITSM best practices and a strong customer?service focus.
Log, manage, and resolve incidents and service requests accurately within the ITSM system, taking ownership through ITIL processes to ensure SLA, quality, and performance targets are met.
Support IT operations, including user onboarding/offboarding, device setup, access management, asset tracking, and maintaining IT standards, policies, procedures, and the knowledgebase.
Work collaboratively with the wider IT team and stakeholders to support change management activities, the IT roadmap, and the delivery of business?critical IT services during operational hours.
Assist the Service Desk Manager with service improvement initiatives, customer feedback programmes, and provide support and cover across the IT function when required.
Adhere to all company and IT policies, including health & safety, security, and data protection, and undertake any other duties appropriate to the role as directed.
Requirements
You ll be a customer?focused IT professional with experience providing first?line support, comfortable working with Microsoft technologies including Windows Server and client operating systems, Microsoft 365 and Entra ID, Exchange, networking (WAN/LAN/Wi?Fi), mobile device management, and security tools such as anti?virus solutions. An understanding of IT Service Management principles is important, with ITIL Foundation certification (or a willingness to complete it) required. A degree or equivalent in an IT?related subject is desirable but not essential.
You ll bring strong problem?solving and organisational skills, with the ability to work independently, manage priorities, and remain calm under pressure. With excellent verbal and written communication skills, you ll take pride in delivering high?quality customer service and supporting users in a professional, approachable, and solution?focused manner.
Benefits & conditions
25 annual leave plus bank holidays with the option to buy more Group Personal Pension Plan Career development & progression with the opportunity to earn professional qualifications 24/7 access to a virtual GP?and Mental health support & counselling services? Cycle to Work scheme? Discount club - supermarkets, phone bills, gyms & more!? Life assurance cover? Long service recognition? Active local social committees? Regular social events? Paid volunteering opportunities in your community?
