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# IT Service Desk Analyst

- **Company:** DGH Recruitment
- **Location:** Greater London, UK
- **Salary:** £49,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Software Applications, Cloud Computing, Office365
- **Published:** August 30, 2026
- **Apply:** https://www.collegerecruiter.com/job/2815455435-it-service-desk-analyst

## About the Role

* Experience providing 1st and 2nd line IT Service Desk support in a professional environment.
 * Strong understanding of incident management and service request handling using structured processes.
 * Proficiency supporting Microsoft 365 applications, including Word and Excel.
 * Experience documenting incidents, resolutions, and support procedures within service management systems.
 * Knowledge of problem investigation and resolution techniques for systems, processes, and services.
 * Familiarity with ITIL practices; ITIL Foundation certification required.
 * Experience supporting or working with legal-sector IT applications such as 3E Cloud, BigHand, and NetDocuments desirable.

## Description

* Log, categorise, and manage incidents and service requests received via calls, email, and self-service tools.
 * Follow agreed procedures to identify, record, and prioritise incidents, ensuring accurate documentation and timely updates.
 * Provide 1st and 2nd line technical support, resolving incidents wherever possible to achieve a high first-time fix rate.
 * Escalate complex issues to specialist technical teams when required.
 * Deliver desk-side support to diagnose and resolve user issues where remote resolution is not possible.
 * Maintain accurate records of incidents, actions taken, and resolutions within the service management system.
 * Contribute to the creation and maintenance of technical support documentation and knowledge resources.
 * Investigate problems in systems, processes, and services, assisting with implementation of corrective actions and preventative measures.
 * Identify opportunities for service improvement and contribute to continuous improvement initiatives.
 * Promote and apply appropriate IT support methodologies, tools, and best practices.
 * Participate in shift rotations and on-call support to ensure service availability outside standard hours.


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