Job Description
IT Service Desk Analyst
Location: Bolton, On-site (4 days per week)
Start Date: Immediate
Salary:£30,000
About the Role:We’re looking for a proactive and customer-focused IT Service Desk Analyst to join our internal IT Service Desk team. This is a hands-on, first-line support role where you’ll be the first point of contact for end-users across the business—resolving issues, managing requests, and ensuring a smooth and professional IT experience.
This role is ideal for someone with strong technical troubleshooting skills, excellent communication abilities, and a natural talent for simplifying the complex for non-technical users. If you enjoy problem-solving, thrive in a collaborative environment, and are driven to deliver exceptional service—this could be your next challenge.
What You’ll Be Doing:
Technical Support & Troubleshooting
* Deliver first-line IT support via phone, email, and in person
* Diagnose and resolve hardware, software, and basic network issues
* Clearly guide users through troubleshooting steps without jargon
Incident & Request Management
* Log, track, and prioritise tickets in our service desk system
* Escalate more complex issues when needed
* Fulfil service requests, including user onboarding and leaver processes
Laptop Build & Provisioning
* Follow our documented laptop build process using Intune and Autopilot
* Ensure timely and efficient setup for new starters
Customer Experience
* Provide an outstanding customer service experience
* Keep users informed and follow through on resolution
* Offer basic training and support on commonly used applications
Documentation & Knowledge Sharing
* Maintain clear and accurate documentation of solutions and procedures
* Contribute to a growing knowledge base for faster problem resolution
Team Collaboration
* Work closely with IT colleagues and service providers
* Support knowledge sharing within the team and assist colleagues when needed
Continuous Improvement
* Identify and report recurring issues
* Suggest improvements to reduce future incidents
What We’re Looking For:
Experience & Qualifications:
* 2+ years’ experience in a Service Desk or 1st Line Support role
* A degree in IT, Computer Science, or equivalent practical experience
* ITIL Foundation (desirable but not essential)
Technical Skills:
* Proficient in supporting Windows OS and Microsoft 365
* Familiar with Active Directory and basic networking
* Comfortable using remote desktop and ITSM tools
* Experience with Intune, Autopilot, and modern device provisioning
Soft Skills:
* Clear, confident communicator with a user-first attitude
* Ability to simplify technical issues for non-technical users
* Calm under pressure with strong problem-solving skills
* Eager to learn and grow within a team environment