IT Service Desk Analyst
Role details
Job location
Tech stack
Job description
As an IT Service Analyst, you will be part of a dedicated Service Desk team providing 1st and 2nd line technical support to employees across the organisation. You will act as a key point of contact for IT incidents and service requests, logging and resolving issues via phone, email, portal, and in person.
The role will involve working on a rota to ensure consistent Service Desk coverage, managing incidents through to resolution, escalating where necessary, and keeping users informed throughout the process. You will also support site setups, relocations, and de-commissioning activities, assist during major incidents, and contribute to ongoing IT project work as required. Occasional travel to other UK sites will be required to provide on-site support., In return, you'll have the opportunity to work in a supportive IT team within a stable organisation that values learning, collaboration, and continuous improvement. You'll gain exposure to a broad range of technologies, participate in project work, and develop your technical and professional skills over time.
Requirements
- Proven experience working within an IT service support or Service Desk environment
- A broad technical understanding of IT systems and services, including Windows OS, MS Office, and the Microsoft 365 suite
- Experience supporting desktop applications, networks, and mobile device management
- Strong troubleshooting and problem-solving skills, with the ability to manage issues in a fast-paced environment
- A customer-focused approach with a commitment to service quality and accurate documentation
- The ability to work methodically, manage priorities, and meet deadlines
- ITIL Foundation (v4) certification or similar is desirable, but not essential
