About the Role
Service Desk Analyst – London, Full‑Time, Permanent. The role sits within our London office as part of the Service Desk team based in Knutsford. You’ll provide first‑line IT support to London users, acting as the main point of contact and taking ownership of issues through to resolution or escalation.
Responsibilities
* Act as the first point of contact for IT issues and queries, delivering high‑quality customer service.
* Resolve most IT requests (hardware/software) at first contact.
* Log and manage incidents via GBS service desk software with accuracy and attention to detail.
* Assess business impact, assign appropriate SLAs, and expedite escalation when needed.
* Own user issues from start to resolution, providing timely updates and clear communication.
* Follow Incident Management procedures and maintain documentation and asset records.
* Liaise with third‑party suppliers to resolve issues and ensure SLA compliance.
* Contribute to weekly service desk reporting and maintain support documentation/SOPs.
* Be flexible to support out‑of‑hours work when required (by mutual agreement).
Qualifications
* Excellent communication skills (verbal & written).
* Excellent customer service skills.
* Good technical foundation in a first/second line service desk role.
* Ability to troubleshoot, diagnose, and resolve IT‑related issues.
* Experience with Incident Management and SLAs.
* Proficiency in using service desk software and maintaining accurate records.
* Ability to work effectively with third‑party suppliers.
* Strong problem‑solving skills and attention to detail.
Benefits
* Competitive benefits tailored to the division.
* Opportunities for career growth and visibility across the organisation.
* A supportive, inclusive culture that values your ideas and contributions.
* Work that truly makes a difference in safety, innovation, and global capability.
At James Fisher and Sons, we are committed to taking positive action on diversity and strongly encourage applications from candidates of all backgrounds. We are a Disability Confident employer and recognise that our success is driven by the talent and diversity of our workforce. To support an accessible and inclusive recruitment experience in the UK, we partner with Vercida.
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