We’re looking for a proactive and customer-focused Service Desk Analyst to join a growing IT & Digital Transformation team based in Ruislip.
This is a hands‑on role where you’ll be the first point of contact for IT support across the business, playing a key role in delivering a high‑quality user experience while supporting ongoing digital improvements.
If you enjoy solving problems, working with people, and want exposure across a broad IT environment, this is a great opportunity to develop your career.
What You’ll Be Doing
* Provide first‑line support for IT queries, incidents, and service requests
* Troubleshoot hardware, software, and access issues
* Escalate issues to 2nd/3rd line support where required
* Ensure tickets are logged, updated, and resolved within agreed SLAs
Onboarding, Offboarding & Asset Management
* Set up new starters (equipment, access, system configuration)
* Manage offboarding processes, including access removal and asset returns
* Maintain accurate IT asset records and support audits
* Assist with procurement of IT equipment
Service Transition & Change
* Support the transition of new systems and services into BAU
* Assist with testing, documentation, and handovers
* Work closely with digital and project teams
* Help maintain and improve the Freshservice ITSM platform
* Contribute to knowledge base articles and service improvements
* Identify opportunities to streamline processes and workflows
Equipment & Compliance
* Manage secure recycling and disposal of IT equipment
* Ensure data is wiped in line with security policies
* Maintain compliance and audit records
What We’re Looking For
* Minimum 2 years in an IT Support or Service Desk role
* Strong knowledge of: Windows OS; Microsoft 365 (including Teams Telephony); Active Directory / Entra ID / Exchange
* Experience supporting laptops, mobiles, printers, and tablets
* Familiarity with ITSM tools (Freshservice or similar)
* Strong troubleshooting skills across hardware, software, and access issues
* Experience with onboarding and offboarding processes
* Exposure to service transition or project‑based work
* Knowledge of ITIL practices
* Experience with Intune / Autopilot
* Understanding of asset management and procurement
* Experience with AV setup and troubleshooting
About You
* Customer‑focused and solutions‑driven
* Strong communicator — able to explain technical concepts simply
* Organised and able to manage multiple priorities
* Curious and keen to understand how systems connect
* Someone who looks to improve processes, not just follow them
Additional Info
* Full UK driving licence required
* Occasional travel to other sites may be needed
Why Apply?
You’ll be joining a collaborative IT team where your input matters. This role offers great exposure across support, systems, and service improvement making it ideal for someone looking to grow their IT career in a forward‑thinking environment.
Please note this role is full time on site and paying up to £35,000 depending on experience.
CRG Recruitment are acting as an employment agency in regards to this position.
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