Helpdesk Analyst

Salary: £30,000 - 60,000 per year

Requirements

• We require experience in a first line support, help desk, or service desk environment.
• We require strong customer service skills with a professional and courteous manner.
• We require the ability to work onsite in a shift-based role, including early shifts, late shifts, and weekend shifts.
• We require experience handling support queries via phone, email, and chat tools such as ServiceNow.
• We require knowledge of ITIL-aligned service desk processes, including incident, query, and service request management.
• We require the ability to support end user technologies, including desktops, laptops, Apple Mac devices, and corporate software applications.
• We require strong troubleshooting skills for both remote and desk-side support.
• We require the ability to prioritise work, manage customer expectations, and assess risk and impact.
• We require the ability to escalate tickets appropriately when first line resolution is not possible.
• We require awareness of information security and change management processes.
• We require the ability to maintain accurate ticket logging, tracking, and resolution records.
• We require good communication skills and the ability to build effective working relationships across teams.

Responsibilities

• We provide first point of contact support for end user technology issues and service requests.
• We record, manage, and resolve telephone, email, and chat queries in line with agreed service levels.
• We troubleshoot incidents remotely or desk-side and restore services as quickly as possible.
• We support line of business applications, core devices, operating systems, desktops, laptops, Apple Mac devices, and corporate software.
• We log, prioritise, track, and resolve incidents, queries, and service requests within defined service levels.
• We switch flexibly between telephone support and desk-side assistance as required.
• We agree work priorities with customers and manage expectations based on risk and impact.
• We route tickets to the correct support teams when first line resolution is not possible.
• We communicate escalations clearly and professionally.
• We seek out missing knowledge, document it, and share it with the team.
• We carry out proactive maintenance tasks to help prevent incidents.
• We maintain collaborative relationships with immediate and wider IT teams.
• We follow information security and computer policy controls.
• We adhere to threat response procedures defined by our IT Security team.
• We maintain customer satisfaction through personable and effective support.
• We follow change management processes to protect the production environment.
• We liaise with suppliers, including internal suppliers, to ensure timely fixes and resolutions.

Technologies

• Support
• ITIL
• Security
• ServiceNow

More

We are hiring a Help Desk Analyst on a 3-month rolling contract inside IR35. This is an onsite, shift-based role within our End User Technology team, focused on delivering first point of contact and first contact resolution for our customers. We provide a customer-focused helpdesk and service desk environment aligned to ITIL methodology, supporting end user technology across desktops, laptops, Apple Mac devices, operating systems, and business applications. The role offers the opportunity to work closely with our wider IT teams, maintain strong customer relationships, and contribute to timely issue resolution while following security and change management best practices.

last updated 22 week of 2026