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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Analyst - **Company:** CooperVision - **Location:** Southampton, UK - **Contract:** Permanent contract - **Skills:** Antivirus Softwares, Desktop Computing, Web Browsers, Tablet Computers, Computer Equipment, Information Technology, Laptops - **Published:** June 13, 2026 - **Apply:** https://www.careerjet.co.uk/jobad/gbda3f9de7a6d6cb9051d04395ac679968 ## About the Role * Exceptional Customer Service skills, including but not limited to excellent telephone manner and the ability to manage challenging situations and expectations. * Proven analytical and problem-solving abilities. * Ability to effectively prioritize and execute tasks in a high-pressure environment. * Excellent written, oral, and interpersonal communication skills with a focus on listening and questioning skills. * Ability to conduct research and products to provide support as required. * Ability to present ideas in business-friendly and user-centric language. * Excellent technical knowledge of client computing hardware and software, including operating systems, applications, and related products, web browsers, and utility tools such as anti-virus, file management and deployment software. * Working technical knowledge of current protocols, operating systems, and standards. * Excellent technical knowledge of mobile devices (smart phones, tablets, etc.). * Team-oriented and skilled in working within a collaborative environment. Experience: * Extensive application support experience * Hands-on hardware troubleshooting experience. * Extensive equipment support experience with laptops, desktops, mobile devices, etc. * 2 years equivalent work experience; or an equivalent combination of education and experience, * A degree in the field of computer information systems and/or professional qualifications with work experience. ## Description The IT Service Desk Analyst will install, configure, evaluate, maintain, monitor, and troubleshoot client computing hardware and software to meet or exceed published SLA's, with effective management of the customer relationship during the support process. Primarily responsible for providing first level support through handling incoming queries from internal customers. Initial customer contact could be over the , via request and incident management self-service, email, messaging or in person. Essential Functions & Accountabilities: Answers, responds to inbound calls and electronic requests from internal customers. Creates and documents all support incidents from internal customers into the IT Service Management system. Provides first line support to resolve all tickets at the service desk before transferring to other IT and business teams. Analyzes and attempts to resolve tickets related to software and hardware. Establishes and develops relationships with other IT teams through frequent constructive communication. Complies with and supports policies and procedures. Ensures timely resolution or escalation of tickets, and promptly communicates progress to internal customers. Handles customers' issues or requests with a professional attitude. Provides user support in highly virtualized global environments. Participants in the out-of-hours support call rotation. 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