As a Service Desk Analyst at TPXimpact, you will be critical in providing first-line technical support to our clients, ensuring tickets are logged and resolved within agreed Service Level Agreements (SLAs). You will be responsible for building strong rapport with clients, working closely with them to understand their needs, and providing effective solutions. Additionally, you will collaborate with our engineering teams to address complex technical issues and contribute to continuous improvement initiatives. Youll also be responsible for maintaining documentation, and contributing to creating reports for our clients. This role will also offer the opportunity to upskill in both technical and non technical areas, as your skills and interest grow while working with a range of clients and tech stacks, you can learn and pursue areas of interest. More than any specific list of skills or qualifications, we want individuals who love technology, and contribute their opinions to drive through the entire development lifecycle. We want individuals who bring something unique, in technical knowledge, experience, or mindset. If you think thats you, regardless of how well you think you match the list below, please apply for this role. Responsibilities Correctly log incidents, categorising and prioritising them in line with the service desk processes and procedures under the SLA. Provide support for high-priority incidents as part of a 24/7 on-call rota. Manage, update, and close tickets in the 1st line call queue. Actively chase suppliers or resolution groups for resolution to incidents or problems and provide feedback to the client. Conduct full and thorough diagnostics with end-users to enable the first point of contact resolution. Respond to major incidents making sure that they are logged and progressed including communication. Ensure ticket SLAs and KPIs are achieved. Ensure service processes for change, configuration, and problem management are adhered to at all times. Build rapport with all new and existing clients to develop positive working relationships. Maintain and develop your knowledge and skills to assist with first-time fault resolution. Co-operation to promote the development of the support team and the success of the company as a whole. Maintain and develop documentation and knowledge bases. Provide reports on service performance to clients. About You Professional knowledge and experience Previous experience in a service desk or support role preferred. Familiarity with ticketing systems and SLA management. Knowledge of ITIL practices and Change Management processes. Strong problem-solving and analytical abilities to diagnose and resolve technical issues. Excellent communication and interpersonal skills, with the ability to build rapport and effectively engage with clients. Ability to work collaboratively in a team-oriented environment. Maintains a positive and approachable attitude, fostering a collaborative and inclusive work environment. Excellent customer service skills, including effective communication and a customer-centric approach. Skills A broad understanding of what software engineering, data engineering and cloud infrastructure are. Use ticketing systems to log, track, and resolve incidents and service requests. Understanding of ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management. Understanding of data backup and recovery processes to assist users in data restoration. Ability to create and update documentation for common issues, resolutions, and knowledge-base articles. Behaviours and PACT values Purpose: Be values-driven and eager to contribute to high-quality technical solutions. Approach tasks with a willingness to learn and grow while supporting team and project goals. Accountability: Take responsibility for assigned tasks and complete them within deadlines. Seek feedback and apply it to improve technical skills and contribute effectively to projects. Craft: Balance learning and execution, continuously developing technical skills while working within a structured team environment. Adapt to new challenges and be open to guidance Togetherness: Collaborate effectively within a team, supporting colleagues and learning from mentors. About Us People-Powered Transformation We're a purpose driven organisation, supporting organisations to build a better future for people, places and the planet. Combining vast experience in the public, private and third sectors and expertise in human-centred design, data, experience and technology, were creating sustainable solutions ready for an ever-evolving world. At the heart of TPXimpact, were collaborative and empathetic. Were a team of passionate people who care deeply about the work we do and the impact we have in the world. We know that change happens through people, with people and for people. Thats why we believe in people-powered transformation. Working in close collaboration with our clients, we seek to understand their unique challenges, questioning assumptions and building in their teams the capabilities and confidence to continue learning, iterating and adapting. Benefits Include: 30 days holiday bank holidays 2 volunteer days for causes that you are passionate about Maternity/paternity - 6 months Maternity Leave, 3 months Paternity Leave Life assurance Employer pension contribution of 5% Health cash plan Personal learning and development budget Employee Assistance Programme Access to equity in the business through a Share Incentive Plan Green incentive programmes including Electric Vehicle Leasing and the Cycle to Work Scheme Health assessments About TPXimpact - Digital Transformation We drive fundamental change in approaches to product and service development, delivery and technology. Our agile, multidisciplinary teams use technology, design and data to deliver better results, improving outcomes for individuals, organisations and communities. By working in the open, in partnership with our clients, we not only transform their systems and services but also build the capability of their teams, so work can continue without us in the longer term. Our focus is sustainable change, always delivered with positive impact. Were an inclusive employer, and we care about diversity in our teams. Let us know in your application if you have accessibility requirements during the interview.