IT Service Desk Analyst

Salary: £? - ? per year

Requirements

• Diploma or NVQ in IT or a related subject is desirable, but not essential
• Awareness of ITIL or similar frameworks is an advantage
• General experience using computers
• Previous customer-facing experience
• Strong communication and telephone skills
• Excellent customer service approach
• Working knowledge of Windows and Microsoft Office (Word, Excel, Outlook)
• Good problem-solving and analytical skills
• Ability to work well in a team and under pressure
• Demonstrates accountability, teamwork, and a customer-focused mindset

Responsibilities

• Act as the first point of contact for technical incidents and queries via phone, email, remote tools, and walk-ins
• Log, update, and manage tickets accurately in the Service Desk system
• Investigate issues using standard troubleshooting techniques, resolving where possible or escalating when required
• Monitor Service Desk phones and inboxes, ensuring timely responses
• Develop and maintain simple procedures for common issues (quick wins)
• Review escalated tickets to ensure SLA compliance
• Support general IT administration, including documentation and procurement
• Carry out other tasks as directed by IT management

Technologies

• Excel
• Support
• ITIL
• Windows

More

We are recruiting an IT Service Desk Analyst (1st Line) to provide first-line support to our internal users across multiple sites, working in line with our Service Desk procedures and SLAs. This role offers the opportunity to be the first point of contact for technical support, help maintain smooth day-to-day IT operations, and contribute to documentation, procurement, and continuous improvement of common support processes.

last updated 32 week of 2026