Technology Service Desk Analyst

Own incidents and service requests from initial logging through to resolution or effective escalation, working within agreed ITIL processes, service levels, security controls and delegated authority. Investigate and resolve issues within the role’s 1st and 2nd line scope, escalating matters requiring specialist expertise to the appropriate Application, Platform, Infrastructure, Network, Security, Identity, Project or supplier support team.

The role is hands-on and requires a strong technical foundation, sound judgement, clear communication and a proactive approach to problem-solving. The analyst will contribute to continual service improvement, automation, self-service and the responsible use of approved AI-enabled support tools., Provide customer-focused 1st and 2nd line IT support across agreed service channels.

• Log, categorise, prioritise and manage incidents, service requests and access queries in line with ITIL processes.
• Own tickets through to resolution or effective escalation, meeting agreed SLA and OLA targets while maintaining accurate records and proactive communication.
• Diagnose and resolve issues across Windows, Microsoft 365, Entra ID/Active Directory, Intune, MFA, VPN, network connectivity, devices and business applications.
• Complete approved access, joiner, mover and leaver activities, device provisioning, asset management and onboarding/offboarding tasks securely and accurately.
• Escalate issues requiring specialist expertise to the appropriate Application, Platform, Infrastructure, Network, Security, Identity, Project or supplier support team, retaining responsibility for ticket progression and user communication.
• Contribute to problem, change and major incident activities, including investigation, testing, deployment support, technical documentation and early-life support.
• Apply least-privilege, data protection and information security requirements, escalating suspected security incidents or control exceptions promptly.
• Create and maintain high-quality knowledge articles, support guides and self-service content, and provide user guidance or training where required.
• Identify opportunities to improve automation, self-service and support efficiency, using approved AI tools responsibly and in accordance with company policy.
• Contribute to service improvement, supplier liaison, backlog reduction, ticket quality and customer satisfaction.
• Support the achievement of agreed service measures, including SLA/OLA performance, first-contact resolution, customer satisfaction and accurate service records.
• Work flexibly within agreed service hours, shift arrangements and out-of-hours support requirements.

ITIL 4 Foundation certification, or equivalent knowledge and practical experience of ITIL service management principles.

• Demonstrable experience providing technical support in an IT Service Desk, IT Support or similar technology support environment.
• Demonstrable customer service experience, with the ability to communicate clearly and professionally with users.

Desirable

• Relevant Microsoft certification, such as Microsoft 365, Endpoint/Intune, Azure or Identity-related certification.
• Relevant Service Management or technical certification, such as SDI Service Desk Analyst, CompTIA A+, CompTIA Network+ or an equivalent qualification.

Competitive salary + annual bonus

• Flexible hybrid working
• Career development opportunities
• 25 days holiday (increasing to 28 after 5 years)
• Enhanced Maternity/Paternity pay
• 1 day paid charity day
• Company events and incentives
• 3x salary death in service benefit
• Pension scheme
• Private Medical Insurance or Healthcare Cash Plan
• Free breakfast and beverages