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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Deskside IT Support Analyst - **Company:** RWK Goodman - **Location:** Bristol, UK - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Software Applications, Computing Platforms, Software Suite, Microsoft Azure, Desktop Virtualization, Microsoft Office, Virtual Desktops, Networking Basics, Citrix Systems, Release Management, Software Engineering, Windows Desktop, Data Logging, Enterprise Software Applications, Microsoft InTune, Deployment Automation - **Published:** June 5, 2026 - **Apply:** https://www.careerjet.co.uk/jobad/gbeb3ac32d89f4f3dfd3cb41d4fa84c806 ## About the Role Knowledge & Skills Minimum 3 years' experience in a similar IT role Excellent level of knowledge of IT technologies and processes Experience of call logging technology and processes Experience of working to SLAs in a similar environment Relevant ITIL qualification Excellent customer service skills and good written and verbal communications skills Skills Ability to troubleshoot and determine software application issues Experience supporting software packages other than Microsoft Office Technical understanding of Windows 11, Active Directory, Group Policy, Entra ID, Exchange and Office 365 application suite Virtual Desktop Infrastructure (VDI), e.g. Citrix/AVD (Azure Virtual Desktop) Networking principles and troubleshooting Endpoint and Moblie Device Management (e.g. Microsoft Intune/AutoPilot) Valid driver's licence ## Description Reporting to the Service Desk Manager (SDM), the Deskside IT Support Analyst is responsible for supporting RWK Goodman's 600+ customers with high quality support both remotely and deskside for our Bristol office-based users. You will be responsible for dealing with and resolving all assigned incidents, service requests, change and problem tickets logged via the Service Desk Management solution. Ensuring that resolutions are maintained within SLA, plus inclusion in the rota to cover core office hours and out of hours cover. The post holder will combine their technical and interpersonal skills to undertake the resolution of assigned tickets, maintaining customer satisfaction through proactive updates and troubleshooting. You must be confident in the diagnosis and troubleshooting of software ,hardware and network related issues. Also experience in supporting and troubleshooting Windows 11. Providing a positive customer experience for those customers logging tickets with the Service Desk team. The role will require site visits to RWK Goodman Bath monthly. Their primary focus will be on the following four core activities: * Resolve Issues: resolution of incidents and service requests as escalated by Service Analysts via the Service Desk Management solution. Serving as a point of contact between 3rd line teams, the Service Desk, and its customers. * Assist 3rd Line: working under the direction of 3rd line, assist in the design, test, and deployment of systems and applications. * ITIL: working with the SDM and 3rd line teams to design ITIL processes for Problem, Change and Release Management. * Team Coaching & Mentoring: develop and coach team members to improve performance and delivery of service., * Troubleshooting and repair software issues. * Troubleshooting and repair of laptop, network and operating systems. * Ability to learn and master new software. * Assist 3rd line and project teams in the migration to new systems and software platforms. * Serve as a point of contact between 3rd line teams and Service Desk customers to enable resolution of application issues. * Provide 3rd line teams with feedback of problems experienced by Service Desk customers. * Assist 3rd line teams with testing new or upgraded software in test environment. * Assist Training Team in the design, delivery, and improvement of software application training. * Working with the SDM and 3rd line teams, design ITIL processes for Problem, Change and Release Management * Identify priority tickets and inform SDM of Major Incidents or Priority 1 and 2 tickets as defined by Service Desk SLAs * Develop and coach team members to improve performance and delivery of service. * Work with the SDM to identify service improvement opportunities, assisting in the promotion of a Continual Service Improvement culture. * Ensure technical and procedural documentation is accurate, including knowledge base. * Escalation points for customers and Service Analysts, escalating to SDM when necessary. * Maintaining daily communications with customers to ensure follow up and resolution of tickets. * Undertake resolution of incidents and service requests in line with SLAs. * Inclusion in Service Desk and out of hours rota. Service Desk core hours (rota) Mon - Fri: 08.00 - 18.00 Out of hours cover (rota) Mon - Fri 18.00 - 22.00 Mon - Fri 07.00 - 08.00 Sat - Sun 09.00 - 17.00 Bank Hols 09.00 - 17.00 ## Related Videos - [Why I Love End-2-End Tests and How To Get Them Right](https://www.wearedevelopers.com/videos/996-why-i-love-end-2-end-tests-and-how-to-get-them-right) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [How will artificial intelligence change the future of software testing?](https://www.wearedevelopers.com/videos/85-how-will-artificial-intelligence-change-the-future-of-software-testing) - [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync) - [Develop on Windows, Deploy on Red Hat Enterprise Linux](https://www.wearedevelopers.com/videos/1600-develop-on-windows-deploy-on-red-hat-enterprise-linux) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london)