Service Desk Analyst

Shift pattern: 37.5 hours per week, worked on a shift-based rota covering 7:00am - 9:00pm, Monday to Saturday inclusive

We're looking for an IT Service Desk Analyst to join our friendly Service Desk team. You'll be the first point of contact for IT support, helping colleagues across the business stay connected and productive.

As the first point of contact for IT support, you'll provide excellent customer service while resolving technical issues for colleagues across the organisation. Working as part of our Level 1 Service Desk, you'll help deliver a seamless digital workplace experience by resolving incidents quickly, providing first-time fixes where possible, and escalating more complex issues when needed.

What you ll be doing

• Provide first-line IT support via phone and digital channels.
• Log, prioritise and manage incidents and requests using Service Now.
• Resolve common hardware, software, Windows and Microsoft 365 issues.
• Escalate complex issues to specialist support teams.
• Support device setup and basic endpoint troubleshooting.
• Maintain knowledge articles and contribute to service improvements.
• Deliver excellent customer service while working to SLA and quality targets.

What you ll bring

• Strong working background in customer service working within an IT helpdesk or IT support environment.
• Good knowledge of Windows, Microsoft 365 and workplace technologies.
• Strong troubleshooting, time management, and verbal/written communication skills.
• Experience using an IT Service Management tool (Service Now desirable).
• Understanding of ITIL principles (ITIL Foundation qualification desirable).