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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technology Service Desk Analyst - **Company:** Travel Limited - **Location:** Stretford, UK - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Artificial Intelligence, Microsoft Azure, Business Software, CompTIA Network+, Cyber Security, Multi-Factor Authentication, Virtual Private Networks (VPN), Network Connections, Microsoft InTune - **Published:** September 21, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=236ba0ccccf33239 ## About the Role 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. ## Description 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. ## Related Videos - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Backstage in Practice: Offloading Developer Operational Work Through Platform Self-Service](https://www.wearedevelopers.com/videos/1922-backstage-in-practice-offloading-developer-operational-work-through-platform-self-service) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [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) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london)