Service Desk Analyst
The Opportunity
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
Service Desk & User Support
* 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
* Deliver a professional, customer-first support experience
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
ITSM & Continuous Improvement
* 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
Essential Experience
* 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
⭐ Desirable
* 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
Interested?!? Send your up to date CV to Chris Butler at CRG Recruitment for review
CRG Recruitment are acting as an employment agency in regards to this position