Service Desk Analyst | £35K | Hybrid (Bridgend, Wales) | Permanent
Are you an experienced Service Desk Analyst ready to take your support skills to the next level?
We’re looking for a confident and customer-focused IT professional to deliver high-quality 1st line support across a diverse international user base of over 2,500. You’ll be joining a collaborative, hybrid-working team supporting operations across the UK and Europe - including London, Paris, Luxembourg, Düsseldorf, and Barcelona.
This is a hands-on support role ideal for someone with solid Service Desk experience, strong troubleshooting skills, and a passion for customer service excellence.
Deliver 1st line technical support via phone and self-service portal
Troubleshoot issues across Windows, Citrix, Active Directory, Microsoft 365, Teams, and core business apps
Manage and own tickets in ServiceNow, ensuring accurate updates and prompt resolution
Work closely with Desktop Support and 2nd/3rd line teams to improve fix rates
Contribute to Knowledge Base content and participate in key IT projects
Ensure all work aligns with ITIL best practices and SLAs
1+ years in a Service Desk or IT Support role
~ Familiarity with Windows 10, SCCM, and basic networking (TCP/IP, DNS, DHCP)
~ ITIL Foundation (or willingness to certify within 12 months)
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