About The Role
As Service Desk Analyst (South), you’ll be a key part of our central ICT Service Desk, providing 1st and 2nd line support to colleagues across the entire organisation.
This is a hybrid, home‑based role, where most support is delivered remotely via our Service Desk. You’ll be the first point of contact for ICT issues and requests, helping colleagues resolve problems quickly, clearly and with confidence - whether that’s troubleshooting devices, supporting business applications, or guiding users through solutions in a calm and friendly way.
Because we support many sites, the Service Desk is split geographically. This role is aligned to the South of England, meaning that when on‑site support is required, you’ll be the person who visits our southern locations. This could include installing or replacing equipment, resolving issues that can’t be fixed remotely, or supporting services face‑to‑face when needed.
For this reason, you’ll need to be home‑based within an hour’s drive of Reading, have a valid UK driving license and car, and willing to travel across the South as required. However, day‑to‑day, you’ll be very much part of the wider Service Desk team, supporting users nationally and working closely with ICT colleagues.
This role is about delivering dependable, high‑quality ICT support - making technology feel accessible, reliable and supportive for everyone who uses it.
About You
You’re someone who takes real pride in delivering excellent customer service, and you genuinely enjoy helping people.
You’ll already have experience providing 1st and 2nd line ICT support, with a solid understanding of modern workplace technology such as Windows, Android and Apple devices, mobile technology, cloud‑based applications and everyday business systems. You’re confident logging, triaging and resolving incidents, and you know when to escalate issues appropriately. Just as importantly, you can explain technical solutions in clear, non‑technical language.
What really sets you apart is your attitude. You’re approachable, patient and proactive, and you’re known for going above and beyond to help colleagues - whether that’s following up to make sure an issue is fully resolved, taking ownership of a problem, or spotting ways to improve the service. You understand that great ICT support builds trust, not frustration.
You’re comfortable working remotely as part of a wider Service Desk, managing your own workload and priorities, while also being flexible enough to travel to sites when hands‑on support is needed. You’re organised, reliable, and happy to get involved in whatever is required to keep services running smoothly, including occasional out‑of‑hours or bank holiday cover on a rota basis.
Because of the on‑site element of this role, it’s essential that you:
1. Live within one hour’s drive of Reading
2. Hold a full UK driving licence
3. Have access to your own car and are willing to travel to southern sites when required
Above all, you’ll share our values, bring a positive and customer‑focused mindset, and take satisfaction in being someone that colleagues across the organisation trust and rely on.