Support & Service Desk Analyst

Role overview

Responsibilities

• Provide first-line business application support and help users navigate systems.
• Provision and supply devices; assist with system testing.
• Manage application incidents, service requests, and change requests; escalate complex issues.
• Provide first- and second-line IT support via telephone, email, Teams, and service management tools.
• Log, categorise, prioritise, and resolve incidents and service requests in line with agreed SLAs.
• Support Microsoft 365, Windows and mobile devices, printers, and peripherals.
• Support employee and contractor onboarding and offboarding.
• Maintain accurate ITSM records and contribute to service desk reporting and performance metrics.
• Escalate major incidents and unresolved issues to specialist teams.

Candidate criteria

• Ideally, have experience in an IT service desk or application support environment.
• Excellent customer service and communication skills.
• Ideally, have experience using ticketing or service management platforms.
• Understanding of Finance, Procurement, Service Operations, or Inventory Management is useful.
• Able to prioritise workloads and manage multiple tasks effectively.
• Experience supporting a customer-first approach.

Benefits

• Negotiable base salary; no compensation cadence stated.
• Future development and career opportunities.
• Contributory pension scheme with employer contributions up to 6%.
• Profit-share bonus based on business performance, Paycare and eyecare health scheme, and high street discounts.