IT Service Desk Analyst

About the role

Responsibilities

• Log calls and provide swift, accurate support in line with incident management standards.
• Troubleshoot hardware, software, email, password-reset, mobile-device and IT-equipment issues.
• Resolve incidents and problems, help prevent recurrence, and escalate complex issues to specialist teams with an effective handover.
• Prepare laptops, desktops and mobile devices for colleagues.
• Keep support tickets updated with clear notes through resolution and collaborate with the team to solve incidents.

Experience and capabilities

• At least 12 months' experience in a service desk or end-user support role.
• Active Directory experience, including basic user setup and administration.
• Knowledge of Google Workspace/Chrome OS, Windows 11, macOS and Android.
• Experience with basic networking and monitoring tools, mobile device management, common print issues and ITSM platforms.
• Jira Service Management or another recognized ITSM tool is listed as an example.
• Customer-service approach, empathy, attention to detail, accurate record keeping, problem solving, analytical thinking, accountability and willingness to learn.
• The experience criteria are described as guidance; applicants are encouraged to apply if they feel suited to the role.

Work arrangement and hours

• The role is office-based and onsite.
• The stated shift pattern is 8 am to 6 pm, Monday to Friday, with occasional weekend work; weekends are also described as rota-based.

Development and benefits

• Structured induction and access to an online Learning Hub, courses and skills workshops.
• Apprenticeship opportunities and nationally recognized qualifications; leadership development is also available.
• Benefits include 22 days' holiday with an option to buy up to five more, parental leave, health support, pension, life assurance, sharesave and colleague discounts.
• Other listed benefits include retailer discounts, a technology purchase scheme, cycle and electric vehicle schemes, and one paid volunteering day annually.