Service Desk Analyst - £31k - Hybrid Work
About the Role
We are seeking a customer-focused Service Desk Analyst to provide high-quality IT support to both head office and remote/site-based staff. You will play a key role in ensuring IT services are delivered efficiently, professionally, and in line with agreed service levels and defined processes.
This is an excellent opportunity for an experienced Service Desk professional who thrives in a fast-paced environment and enjoys solving technical problems while delivering outstanding customer service.
Key Responsibilities
Record, prioritise, and manage service requests and incidents using a service management tool, ensuring accurate and complete information is captured.
Provide 1st and 2nd line user support for hardware and software issues, including incident resolution, installations, implementations, and user guidance/training.
Monitor and progress incidents efficiently, restoring normal service as quickly as possible.
Escalate incidents to appropriate teams or individuals in line with incident management processes, keeping users informed of progress.
Log and manage incidents with third-party suppliers, monitoring SLA performance and escalating where necessary.
Work both independently and collaboratively to achieve individual and team KPIs.
Ensure incidents and service requests are resolved within agreed Service Levels.
Support Major Incidents by working alongside the Service Desk Team Lead and providing regular user updates.
Create and maintain procedure documentation and contribute to the Knowledge Base.
Assist with the implementation and support of IT projects as required.
Represent user needs and operational priorities to wider IT teams.
Keep up to date with developments in desktop technologies, products, and processes.
Essential Skills & Experience
Proven experience working on a busy Service Desk, providing 1st and 2nd line support to at least 250 users.
Strong troubleshooting skills across hardware, software, and networking issues, including remote support.
Experience supporting:
Microsoft Windows
Active Directory
Remote working solutions
Hardware builds and re-imaging
Citrix virtual desktops
IP telephony
Experience working to Service Level Agreements and performance targets.
Excellent communication and customer service skills.
Strong organisational and time management abilities.
Flexible, enthusiastic, and self-motivated approach.
Well-developed problem-solving skills.
Ability to work effectively as part of a team and independently.
Quick learner, able to follow documented procedures accurately.
Comfortable working under pressure in a busy Service Desk environment.
Broad knowledge of hardware and software systems.
Desirable Skills & Experience
ITIL Foundation certification or strong working knowledge of ITIL.
Experience with Assyst or similar IT Service Management tools.
Google Workspace / Gmail support experience.
Avaya telephony experience.
Microsoft SCCM.
SAP support experience.
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