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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Analyst - **Company:** CheckFire Ltd - **Location:** Bedwas, UK - **Salary:** £35,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, JIRA, Microsoft Online Services, Business Software, Microsoft Outlook, Business Systems, Cyber Security, Desktop Computing, Issue Tracking Systems, Network Troubleshooting, Azure Active Directory, Microsoft SharePoint, User Environment Management, Wi-Fi Technology, Cloud Platform System, Peripherals, Microsoft InTune, Information Technology, Laptops, User Administration, Servicenow - **Published:** May 22, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=f016afa90c95f140 ## About the Role Do you have experience in Windows?, * Experience in a similar IT support/helpdesk or service-desk environment. * Strong knowledge of Windows operating systems and Microsoft 365. * Basic understanding of networks, user administration, and hardware troubleshooting. * Excellent communication and customer-service skills. * Ability to prioritise tasks in a fast-paced environment. Desirable * Experience with ticketing/ITSM systems (e.g., Freshservice, ServiceNow, Jira). * Exposure to cloud environments (Azure AD, Intune, MDM). * Understanding of ITIL principles. * Knowledge of cybersecurity fundamentals. ## Description The IT Service Desk Analyst is the first point of contact for all IT-related incidents, service requests, and queries across the MultiShield Group. You will deliver high-quality technical support, ensure rapid issue resolution, and play a key role in maintaining a stable, secure, and efficient technology environment. This role supports hardware, software, networks, business systems, and end-user services while contributing to ongoing improvements in IT service delivery. What You'll Do First Line Support & Incident Management * Act as the initial point of contact for all IT support issues via phone, email, ticketing system, and in person. * Log, prioritise, and manage incidents and service requests using ITSM tools. * Troubleshoot and resolve hardware, software, and network issues efficiently. * Escalate more complex problems to second-line or specialist teams where required. User Support & Customer Service * Provide outstanding customer service to all internal users across the Group. * Support employees with the setup, access, and use of business applications and tools. * Assist with user onboarding/offboarding, including accounts, devices, and permissions. * Produce and maintain end-user guides and knowledge-base articles. Systems, Devices & Infrastructure Support * Prepare, configure, and deploy laptops, desktops, printers, mobile devices, and peripherals. * Support Microsoft 365 services including Outlook, Teams, SharePoint, OneDrive. * Assist with network troubleshooting (WiFi issues, basic connectivity checks). * Maintain and update asset inventory records. Security & Compliance * Ensure all systems and devices follow CheckFire's IT security policies. * Support patching, antivirus, MFA, and general cybersecurity practices. * Identify and report potential security risks or suspicious activity. Continuous Improvement * Identify recurring problems and recommend long-term solutions. * Contribute to process improvements within the IT Service Desk. * Support IT projects, system upgrades, and rollout activities as required. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london)