> Markdown version of [/jobs/ext/3593594-it-service-desk-analyst](https://www.wearedevelopers.com/jobs/ext/3593594-it-service-desk-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# IT Service Desk Analyst

- **Company:** DFS Trading Ltd
- **Location:** Woodlands, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Android Software Development, Apple Mac Systems, JIRA, Chrome OS, Monitoring of Systems, Networking Basics, Data Logging, Gsuite
- **Published:** October 6, 2026
- **Apply:** https://www.jobs.service.gov.uk/jobs/6ac3ab0c090a6435a64e5f8b/apply

## About the Role

* At least 12 months' experience in a Service Desk or end-user support role
 * Active Directory experience, basic user setup and administration
 * Knowledge of operating systems, Google Workspace/Chrome OS, Windows 11, macOS and Android.
 * Experience with basic networking and monitoring tools, mobile device management, and can resolve common print solution issues
 * Experience with ITSM platforms, Jira Service Management, or other recognised tools
 * A customer service mindset. Someone who is friendly, approachable, and empathetic.
 * Great attention to detail and has the ability to record information accurately.
 * Problem solving capabilities, and is able to identify root causes, not just symptoms.
 * Strong analytical thinking, the ability to think outside the box, seeing problems and incidents from a different angle.
 * A positive attitude, a willingness to learn and optimism.
 * The desire to take accountability, taking ownership of your work and delivering reliable results with a high degree of detail.

Don't let it discourage you if you don't have all of this experience, it's a guideline that will help you hit the ground running. If the role sounds like it would be a great fit for you and you're confident that it suits you, we'd love you to apply.

## Description

As an IT Service Desk Analyst, you'll be the first point of contact for technical support across DFS. You'll provide friendly and efficient assistance with a focus on getting things right the first time, ensuring our colleagues stay connected, supported, and empowered to do their best work. You'll bring together your technical know-how with a people-first approach to problem-solving.

This is an office-based role, with the shift pattern being 8 am-6 pm Monday to Friday, with the occasional weekend work involved.

What you'll be responsible for

 * Logging calls, providing swift and accurate support, and resolving issues in line with our incident management standards.
 * Tackling hardware, software, email, password resets, mobile devices, and IT equipment issues with empathy and determination.
 * Resolving incidents/problems quickly and accurately, raising the bar for support excellence, and preventing recurrence.
 * Escalating complex issues to the appropriate specialist teams, ensuring a smooth and effective handover.
 * Working comfortably in a dynamic, fast-paced environment, while staying cool, efficient, and dependable.
 * Preparing laptops, desktops, and mobile devices with precision, ready for colleagues to hit the ground running.
 * Keeping support tickets updated with clear, concise notes right through to resolution.
 * Working within a Team to collaborate to solve problems/incidents and prevent recurrence

This is an onsite role that will involve working weekends on a rota