Service Desk Analyst
Marble Grange Group – Recruiting on behalf of our client
Location: Dartford (fully on Site) | Hours: Shift rota between 7am–6pm
Contract: Full-time
Marble Grange Group is proud to partner with a leading UK organisation in the search for a proactive, customer-focused Service Desk Analyst. This is an exciting opportunity to join a fast-paced, high-performing IT function supporting over 6,000+ users across multiple sites and business disciplines.
If you thrive in a collaborative environment, love solving problems, and enjoy delighting customers with exceptional service, this role offers the perfect platform to develop and grow.
What You’ll Be Doing
As a Service Desk Analyst, you’ll be the face of IT for end users—providing first-class technical support, ensuring incidents and requests are resolved within SLA, and helping to continuously improve service delivery. You’ll:
* Deliver outstanding customer service, keeping users informed at every stage.
* Build strong working relationships across IT and the wider business.
* Troubleshoot and resolve incidents, maximising first-time fixes and minimising escalation.
* Work collaboratively within the team to balance workload and share knowledge.
* Clearly communicate technical issues in a friendly, easy-to-understand way.
* Monitor the Service Desk queue to ensure timely response and ticket progression.
* Log, diagnose, and resolve incidents in line with defined procedures and security requirements.
* Escalate issues to 3rd Line support appropriately and promptly.
* Support a wide range of technologies, applications and systems.
* Contribute to knowledge base articles, process improvements, and documentation.
* Identify trends and common issues to help drive proactive ITIL processes.
* Complete service requests such as onboarding/offboarding tasks.
* Act as a gatekeeper for security standards and compliance.
* Stay current with new technologies and evolving ways of working.
What You Bring
We’re looking for someone with experience in a Technical Service Desk / ITIL environment, who has a passion for delivering great service and strong problem-solving skills.
Technical Skills:
* Broad understanding of IT infrastructure and applications.
* Strong knowledge of Microsoft technologies: Office 365, Teams, OneDrive, SharePoint, MFA.
* Experience with Azure AD, Exchange, InTune.
* VPN experience (ideally Fortinet).
* Experience using ITSM tools (preferably ServiceNow).
* ITIL Foundation (ideally V4).
* Telephony knowledge (RingCentral ideal).
* Bonus: SolarWinds, and familiarity with construction software such as AutoCAD or Autodesk Revit.
Competencies & Behaviours:
* Professional, customer-focused approach with a positive attitude.
* Excellent communication—clear, concise, confident.
* Strong time management and organisational skills.
* Calm under pressure with a logical, analytical mindset.
* A team player who collaborates well and supports colleagues.
* Able to take ownership, make sound decisions, and follow through to completion.
* Adaptable, resilient, and comfortable with changing priorities.
* Self-starter with strong initiative.
Interested?
Marble Grange Group would love to hear from you.
If you’re ready to join a supportive team where you can make a real impact, apply today or contact our team for more information