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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Analyst - **Company:** TheNottingham - **Location:** Nottingham, UK - **Contract:** Permanent contract - **Skills:** Active Directory, Information Technology Operations, Microsoft Office, Procurement Software, Software Engineering, Data Logging, Build Management - **Published:** June 14, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=b0452612798ddd0d ## About the Role Do you have experience in Procurement?, * Core IT Support Knowledge - Understanding of first line IT support, including end-user hardware, mobile devices and basic application support. * Microsoft & Device Skills - Familiarity with Office 365, Microsoft Office, Active Directory and end-user device management (preferred but not essential). * Customer Service Mindset - Strong service focus with the ability to support colleagues professionally and build positive working relationships. * Analytical Problem Solving - Able to investigate issues logically, use available resources effectively and contribute to improving processes and knowledgebase content. * Prioritisation & Multi-Tasking - Capable of managing multiple requests while maintaining clear priorities and delivering consistent support. * Operational & ITIL Awareness - Experience in structured or audited environments where ITIL processes are used, with ITIL Foundation desirable. * Clear Communication Skills - Communicates well with both users and technical teams, listens actively, writes clear documentation and translates technical issues effectively. * Ownership & Growth Mindset - Takes responsibility for incidents and tasks, escalates when needed, works well within teams and is eager to learn and improve. ## Description Join our team as an IT Service Desk Analyst and become the friendly, first point of contact for colleagues who need help with their technology. In this role, you will be the person everyone relies on when they need support, whether that is through email, phone or a walk-up conversation. You will diagnose issues, resolve requests and make sure every colleague receives a smooth, supportive experience. You will play a key part in the day to day running of our IT service desk, ensuring service levels are met, working with IT Procurement and keeping everything moving behind the scenes. By following the Tech Incident Management Process, you will categorise and triage requests accurately, communicate clearly with colleagues and escalate major incidents when needed. If you enjoy helping people, solving problems and being at the centre of making technology work seamlessly across the organisation, this role offers the perfect opportunity to make a real impact. Here's a taste of what you will be doing as an IT Service Desk Analyst at Nottingham Building Society: * First-Line Support & Issue Resolution - Act as the first point of contact for colleagues, handling incidents and requests received via email, phone, Teams messages and walk-ups. * Ticket Management & Logging - Record all interactions in the ITSM tool, ensuring accurate categorisation, triage and timely updates throughout the incident lifecycle. * Operational Support & Service Management - Assist with daily IT operations, maintain service levels and support administrative activities including engagement with IT Procurement. * Technical Troubleshooting & Fix Delivery - Diagnose and resolve hardware and software issues, perform installations and upgrades, and validate licensing and costs with Procurement. * User Communication & Experience - Provide clear updates on ticket progress, agree resolutions with end users and ensure smooth ticket closure. * Knowledge & Continuous Improvement - Maintain knowledge base articles, identify recurring issues, create problem records and contribute to improving support processes and communication. * Asset & Equipment Management - Maintain accurate IT asset records, support insurance updates, build and deploy laptops/desktops and manage meeting room equipment setups. * Compliance & Daily Operational Checks - Perform daily system and application checks, follow set procedures and support shift-based coverage across business hours, including Saturdays. ## Related Videos - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [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) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [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) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [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) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [Software Engineer Salary in The UK](https://www.wearedevelopers.com/magazine/231-software-engineer-salary-in-the-uk)