> Markdown version of [/jobs/ext/56352-it-service-desk-analyst](https://www.wearedevelopers.com/jobs/ext/56352-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:** Bestway Group
- **Location:** London, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Office, Azure Active Directory, Software Deployment
- **Published:** May 21, 2026
- **Apply:** https://www.careerjet.co.uk/jobad/gb1cd31cd573bbe4e20539b63a3610974b

## About the Role

We are looking for an IT Service Desk Analyst with excellent customer service, communication skills and an understanding of technology., * Previous experience working in a 1st or 2nd line support role is essential

 * Highly self-motivated with good communication and people skills
 * Strong organisational and customer service skills
 * Experience of using an ITSM tool and working with SLA and KPI measures
 * The ability to meet tight deadlines and work effectively in a fast-paced environment
 * Excellent knowledge of the use and support of MS Office applications, Microsoft 365 Admin, Azure AD, Windows 7 & 10 upwards
 * Knowledge of Android, Apple, and Windows devices.
 * Knowledge of PC/Laptop builds and software installations
 * Desirable:

 * experience in retail and/or multi-site locations
 * ITIL foundation qualification

## Description

As a member of the IT Service Desk team, you will provide 1st line technical support to our Wholesale employees within the UK. You will work in a proactive and co-operative manner to maintain the responsiveness, effectiveness, and quality of the IT Service Desk.
About Bestway
Bestway Group is a diversified multinational family owned business with annualised turnover in excess of £4.5 billion. Starting off as a chain of retail convenience stores, the Group has grown to become a diversified multinational business with interests across the wholesale, pharmacy, real estate, cement and banking sectors. The Group is also the largest overseas investor in Pakistan.
Owned by the Pervez, Choudrey and Sheikh families, Bestway Group was founded in 1976 by Sir Anwar Pervez OBE H Pk, who remains Chairman. Serving over 12 million customers and employing over 28,000 individuals, the Group supports and serves communities through its operations across the UK, Pakistan and the Middle East
Your main responsibilities

 * Ensure that all calls to the Service Desk are logged within the IT Service Management (ITSM) tool
 * Take ownership of Incidents and service requests throughout their lifecycle, keeping users appropriately updated
 * Accurately diagnose, respond, and resolve Incidents and service requests in a timely fashion to achieve Service Level Agreements (SLAs)
 * Build and configure IT hardware such as laptops, desktops, and mobile devices.
 * Aim to provide a first-time fix where possible
 * Escalate issues as required in line with the escalation process
 * Collaborate with other areas of the technology team with a focus on Continuous Service Improvement (CSI)
 * Provide basic IT user training


## Related Videos

- [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone)
- [100 times more frequent deployments: How did we create a high performance team?](https://www.wearedevelopers.com/videos/1069-100-times-more-frequent-deployments-how-did-we-create-a-high-performance-team)
- [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing)
- [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company)
- [From Space to Software: Reliability Lessons 40 Years After Challenger](https://www.wearedevelopers.com/videos/100283-from-space-to-software-reliability-lessons-40-years-after-challenger)
- [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age)

## Related Articles

- [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)
- [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk)
- [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)
- [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)
- [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london)