IT Service Desk Analyst

Salary: £21,600 - 27,600 per year

Requirements

• We ideally hold a Diploma or NVQ in IT or a related subject, although this is desirable rather than essential.
• We have awareness of ITIL or similar frameworks, which is an advantage.
• We have general experience using computers.
• We have previous customer-facing experience.
• We have strong communication and telephone skills.
• We have an excellent customer service approach.
• We have working knowledge of Windows and Microsoft Office, including Word, Excel, and Outlook.
• We have good problem-solving and analytical skills.
• We can work well in a team and under pressure.
• We demonstrate accountability, teamwork, and a customer-focused mindset.

Responsibilities

• We act as the first point of contact for technical incidents and queries via phone, email, remote tools, and walk-ins.
• We log, update, and manage tickets accurately in our Service Desk system.
• We investigate issues using standard troubleshooting techniques, resolving where possible or escalating when required.
• We monitor Service Desk phones and inboxes, ensuring timely responses.
• We develop and maintain simple procedures for common issues and quick wins.
• We review escalated tickets to ensure SLA compliance.
• We support general IT administration, including documentation and procurement.
• We carry out other tasks as directed by IT management.

Technologies

• Excel
• Support
• ITIL
• Windows

More

We provide first-line support to internal users across multiple sites, following our Service Desk procedures and SLAs. This role sits within our IT team and supports a busy service environment where customer service, responsiveness, and teamwork are important. We offer the opportunity to build practical IT support experience while contributing to the smooth operation of our internal technology services.

last updated 20 week of 2026