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# IT Service Desk Analyst

- **Company:** City IT
- **Location:** Durham, UK
- **Salary:** £34,755.0
- **Contract:** Permanent contract
- **Skills:** Business Software, Microsoft Office, Microsoft Software
- **Published:** July 17, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5804873637

## About the Role

* Exceptional communication skills - clear, professional, and empathetic across all channels

 * A natural problem-solver who takes ownership and drives issues to resolution

 * Technically literate with a genuine curiosity about how systems and applications work

 * Comfortable working with Microsoft Office applications and familiar with common IT tools and environments

 * Experience making decisions and prioritising issues based on the information available

 * Able to follow and apply processes consistently under pressure

 * Strong team player who can collaborate effectively and communicate handovers clearly

 * Demonstrates initiative and a genuine desire to learn and develop

Desirable Experience:

 * Experience in a service desk, help desk, or IT support environment

 * Awareness of ERP or business application systems (e.g. sales, stock, purchasing workflows)

 * Familiarity with ITIL principles or incident/change management processes

 * Experience with Jira Service Desk or similar ticketing platforms

 * Relevant IT qualifications (e.g. CompTIA, Microsoft, ITIL Foundation)

## Description

* Act as the first point of contact for all IT support requests via phone, email, self-service, and face-to-face.
 * Log, categorise, prioritise, and maintain all Incidents, Service Requests, and Procurement tickets accurately.

 * Resolve support queries at first contact wherever possible.

 * Escalate tickets to the correct teams when needed, providing clear and complete handover information.

 * Work collaboratively within a shift-based team to ensure full coverage of business hours.

 * Provide first-line support for our ERP and core business applications, including Sales, Purchase, Stock, and Reporting.

 * Triage application issues to determine whether they can be resolved immediately or need further investigation.

 * Investigate and deep-dive into more complex problems before escalation, helping to reduce unnecessary handoffs.

 * Identify recurring issues and highlight opportunities for process improvement.

 * Work with the wider Application Support and Development teams to help resolve complex incidents.


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