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# IT Service Desk Analyst

- **Company:** Circle Health
- **Location:** Glasgow, UK (Remote available)
- **Experience:** Experienced
- **Salary:** £24,947.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Information Technology, Zendesk, Servicenow
- **Published:** May 15, 2026
- **Apply:** https://www.totaljobs.com/job/it-service-desk-analyst/circle-health-group-job107314717

## About the Role

* Minimum 3 years' experience in an IT Service Desk role within a medium/large organisation (6,000+ users, 40+ sites).
 * Proven technical expertise in Windows 10 & 11, Microsoft 365, Active Directory (user and group management), basic network troubleshooting.
 * High-level customer service and communication skills.
 * Experience using and updating IT service management tools (e.g. ServiceNow, Freshdesk).
 * Ability to manage sensitive/confidential information appropriately.
 * Self-motivated, organised, with ability to prioritise and manage multiple tickets.
 * Demonstrable ability to meet performance KPIs (e.g., call handling, FCR, SLAs).

## Description

* Respond promptly to IT end-user incidents, service requests or questions about IT Services working to defined IT SLAs and coordinating with others and/or escalating promptly when necessary.
 * Ensure high level of user satisfaction through a professional appearance and a friendly and professional telephone and email writing manner combined with ability to translate information from technical to non-technical language.
 * Proactively contribute to maintaining and expanding service desk knowledgebase to prevent knowledge silos.


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