IT Service Desk Analyst

As an IT Service Desk Analyst, you will provide first-line technical support to users across the business, sites and stakeholders. You'll manage IT incidents and service requests, ensuring they are logged, prioritised, and resolved within agreed service levels. The role involves supporting hardware, software, networks, and business applications while following ITIL best practices and contributing to continuous Service Desk improvement. This role operates on an alternating shift rota. You will be required to work the following shift patterns on a rotational basis:

• Friday to Tuesday, 7:00am - 3:00pm
• Friday to Tuesday, 2:00pm - 10:00pm

What you'll do:

• Provide first-line technical support via phone, email, remote tools, and the ITSM ticketing system, ensuring incidents and service requests are logged, categorised, prioritised, and resolved within agreed SLAs.
• Diagnose and resolve hardware, software, operating system, Microsoft 365, and basic network connectivity issues, escalating complex or high-impact incidents where required.
• Support user account administration, including password resets, access requests, and onboarding/offboarding activities.
• Configure, deploy, and maintain desktops, laptops, peripheral devices, and office IT equipment, including monitors, printers, and meeting room technology.
• Maintain accurate documentation, IT asset records, and Knowledge Base articles to improve troubleshooting, self-service, and first-call resolution.
• Monitor ticket queues, contribute to Major Incident support, identify recurring issues, and recommend continuous service improvements.
• Support system upgrades, technology rollouts, and IT projects in collaboration with the IT Service Operations Manager and senior stakeholders to drive business growth and operational efficiency.

• Previous experience in Customer Service, IT Service Desk, or IT Support role.
• Strong troubleshooting skills with Windows OS and Microsoft 365.
• Experience using ITSM or ticketing systems to manage incidents and service requests.
• Good understanding of networking fundamentals, including DNS, DHCP, and TCP/IP.
• Excellent communication and customer service skills, with a user-focused approach.
• Ability to prioritise tasks and perform effectively under pressure, particularly during major incidents or system outages.
• Knowledge of ITIL best practices, including Incident, Request, and SLA management.

Pulled from the full job description

• Employee discount
• Free parking
• Company pension
• Flexible schedule
• On-site parking, Whether you're looking to build a long-term career as we expand across the UK or seeking a job with top benefits, we've got you covered:
• Bonus Incentive - Performance-based bonus potential.
• Discount & Rewards App - Save up to 15% on food-to-go, grocery, & merchandise.
• Salary Sacrifice Pension - Save for the future with our pension scheme.
• Life Assurance - Financial protection for your loved ones.
• Wellbeing resources - Mental health, wellbeing, and financial guidance.
• Legal Assistance - Confidential access to expert probate advice.
• Tooth fairy dental care app - Connect with qualified professionals for advice.
• Retail Discounts - Save money with discounts across a range of retailers.
• Learning & Development - Training to support your career growth.
• Recognition scheme - Rewarding your contributions and achievements.
• Flexible hours - Start between 8-10 AM and work your 8hour day your way.
• Free Parking - Easily accessible on-site parking.
• Waterside Café - Freshly prepared meals every day.
• Prayer and Ablution Facilities - Dedicated spaces available.