IT Service Desk Analyst
Location: Epsom | Hybrid (3 days office / 2 days home)
Hours: Shift rota between 7am-6pm Mon-Fri + occasional weekends (Around 1 in 4/5 Saturdays (09:00-17:00) additional payment is paid)
Salary: Competitive
Join a supportive team & make a real impact
Are you someone who loves helping people, solving problems, and keeping technology running smoothly?
Do you thrive in a busy environment where no two days are the same? If so, our client would love to welcome you their IT Service Desk team.
They are looking for an experienced 1st / 2nd Line Support Analyst to join their friendly team, supporting colleagues across the business.
What the role will require:
As one of their Service Desk Analysts, you'll be the go to expert when colleagues need technical support. What will this involve:
Deliver strong technical support
Log, prioritise and resolve incidents and service requests.
Communicate clearly and confidently with users at all levels.
Diagnose issues, collaborate with colleagues and third parties, and ensure a smooth return to service.
Help drive service quality and improvement
Spot recurring trends and raise problem records.
Take part in CAB meetings and contribute to change management.
Work on projects, office moves, and continuous improvement initiatives.
Build great relationships with users and IT teams.
Be a trusted partner to the business.
Provide friendly, professional and empathetic support, especially under pressure.
Keep users updated regularly and ensure they're happy with the outcome.
Create and maintain documentation.
Ensure assets are tagged, tracked and compliant.
Work with 3rd line teams to remove threats from the environment.
We'd love to hear from you if you have:
5+ years' experience in a busy Service Desk environment
Strong troubleshooting ability
Solid working knowledge of Windows 11, Microsoft 365, and SCCM
Understanding of the ITIL framework
Excellent communication skills, written, verbal, and in presenting
A customer‑first mindset and an ability to explain technical issues clearly
Strong organisation, attention to detail, and the ability to stay calm under pressureWhat you will receive:
Supportive, close‑knit team
An amazing benefit package, which includes on-site gym, subsidised restaurant
Opportunities to grow your technical and soft skills
A role where you truly make an impact on how the business operates
Involvement in projects, Power App development, and process improvements
A culture focused on collaboration, continuous learning, and great customer service
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