Job Title: Service Desk Support Analyst
Location: York (Hybrid)
Salary: £28,000 - £30,000
The Company
A leading force in helping organisations across the UK embrace digital technologies to modernise how they work. Through cutting-edge infrastructure, cloud platforms, cybersecurity, data management, and collaboration tools, they support businesses in achieving their digital transformation goals.
With a recent internal promotion, there is now an exciting opportunity for a Support Analyst to join the growing Service Desk team.
Role & Responsibilities
In this position, you'll act as the first point of contact for technical assistance, supporting users with a range of IT-related issues. You'll play a key part in diagnosing problems, providing solutions, and escalating more advanced issues when necessary. Your ability to communicate clearly and deliver high-quality support will be essential to maintaining strong client relationships.
* Deliver front-line technical support through phone, email, and messaging platforms
* Diagnose and resolve common IT issues across hardware, software, and networking
* Keep clear, accurate records of support activities using IT service management tools
* Escalate unresolved or complex incidents to the appropriate technical teams
* Keep users updated throughout the resolution process
* Collaborate with colleagues to ensure effective problem-solving and knowledge sharing
Skills & Experience
You’ll bring experience in a technical support or service desk role, ideally in a fast-paced or MSP environment. You should be comfortable managing multiple tickets, using service desk software, and communicating technical solutions clearly to non-technical users. Most importantly, you’ll be passionate about continuous learning and delivering outstanding service.
* Background in 1st line IT support or similar technical helpdesk environment
* Good familiarity with Microsoft 365 (Teams, Outlook, SharePoint, etc.)
* Comfortable working with ITSM systems to manage incidents and requests
* Solid understanding of ITIL principles and service desk best practices
* Strong interpersonal skills - calm, clear, and professional under pressure
* Self-starter with excellent time management and problem-solving ability
Bonus Experience (not essential):
* Exposure to Microsoft Azure environments
* ITIL certification
* Hands-on experience with 2nd line support tasks
Company Benefits
This company offers more than just a job - they offer a chance to grow. With a workplace culture that values curiosity, development, and collaboration, you'll be encouraged to stretch your skills and achieve your professional goals. You’ll join a friendly and forward-thinking team where your contribution truly matters.
If you're looking to develop your IT career in a role that combines technical challenge with meaningful customer interaction, this could be the perfect move.