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# IT Service Desk Analyst

- **Company:** Bestway Group
- **Location:** London, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Office, Azure Active Directory, Software Deployment
- **Published:** May 20, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=0362fc2984880b57

## About the Role

Do you have experience in Windows?, We are looking for an IT Service Desk Analyst with excellent customer service, communication skills and an understanding of technology., * Previous experience working in a 1st or 2nd line support role is essential

 * Highly self-motivated with good communication and people skills
 * Strong organisational and customer service skills
 * Experience of using an ITSM tool and working with SLA and KPI measures
 * The ability to meet tight deadlines and work effectively in a fast-paced environment
 * Excellent knowledge of the use and support of MS Office applications, Microsoft 365 Admin, Azure AD, Windows 7 & 10 upwards
 * Knowledge of Android, Apple, and Windows devices.
 * Knowledge of PC/Laptop builds and software installations
 * Desirable:
 + experience in retail and/or multi-site locations
 + ITIL foundation qualification

## Description

As a member of the IT Service Desk team, you will provide 1st line technical support to our Wholesale employees within the UK. You will work in a proactive and co-operative manner to maintain the responsiveness, effectiveness, and quality of the IT Service Desk., * Ensure that all calls to the Service Desk are logged within the IT Service Management (ITSM) tool

 * Take ownership of Incidents and service requests throughout their lifecycle, keeping users appropriately updated
 * Accurately diagnose, respond, and resolve Incidents and service requests in a timely fashion to achieve Service Level Agreements (SLAs)
 * Build and configure IT hardware such as laptops, desktops, and mobile devices.
 * Aim to provide a first-time fix where possible
 * Escalate issues as required in line with the escalation process
 * Collaborate with other areas of the technology team with a focus on Continuous Service Improvement (CSI)
 * Provide basic IT user training


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