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# IT Service Desk Analyst

- **Company:** Contact Centre Recruitment
- **Location:** Southampton, UK
- **Salary:** £24,500.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Asymmetric Digital Subscriber Line, Microsoft Outlook, Databases, Windows Servers, Network Routers, Enterprise Software Applications, Computer Equipment
- **Published:** June 29, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=d606396e24237fe1

## About the Role

Do you have experience in Windows?, * Experience in deskside support or other user support functions (1 year minimum)

 * Good communication skills - Interpersonal, written and verbal
 * Ability to work on own, part of a team, and under pressure
 * Good time management and prioritisation
 * Possess initiative to diagnose problems
 * Professional working attitude
 * Experience in providing high levels of customer service
 * Undertake relevant and appropriate training for succeeding in this role
 * Work with colleagues to increase technical knowledge
 * In-depth hands on "problem solving" expertise in desktop hardware, operating systems and software packages
 * Understanding Networking- Connectivity troubleshooting
 * Our customer systems and services
 * Windows Server 2012 onwards - Administration
 * Active Directory - Administration
 * Group Policy - Troubleshooting
 * Outlook and Office products - Troubleshooting & Administration
 * Exchange - User/Group Administration, Mail flow troubleshooting
 * File shares - Troubleshooting & Administration
 * Routers (ADSL, Fibre) - Troubleshooting
 * Desktop hardware and software - Setup & Administration

Technical / professional qualifications:

 * General knowledge of IT
 * Post-secondary school education, relating to IT
 * Any other IT/network related qualifications or training
 * Experience of similar role
 * Knowledge of OS
 * Be Familiar with a range for software and Hardware

Role-specific Behaviours:

 * Good Customer Service
 * Self-starter with initiative, drive and energy
 * Team player
 * Drive for success / continuous improvement
 * Able to work diplomatically and respectfully across cultures
 * Dynamic, with good sense of humour
 * Resilient in the face of pressure and adversity

## Description

* Accurately capture and process customer support requests to the agreed standards using the Company ITSM tool.
 * Ensure all customers are proactively communicated with in line with Company guidelines.
 * Answering incoming calls and acknowledging emails in a timely manner.
 * Identify Major / P1 incidents, gather full information and escalate where required.
 * Troubleshoot and attempt to fix faults within designated parameters.
 * Monitor, update and escalate tickets received by email to the next level if appropriate.
 * Proactively monitor all outstanding tickets to ensure those that can be, are closed., * 100% First response time SLA met on all priority levels
 * 100% of tickets resolved within SLA
 * Regular and informative ticket updates on all tickets
 * Ensure our database of customer information is updated whenever tickets are handled, or changes to any customer IT environments are made (networks, apps, comms)

Pay: £24,500.00 per year


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