IT Service Desk Analyst

With our strong investment in research and development and our culture of continuous improvement, Hexcel is the industry leader in the manufacturing of advanced composite materials, including carbon fiber, woven reinforcements, resins, prepregs, honeycombs and additive manufactured parts. We invite you to join the Hexcel team at various manufacturing sites, sales offices and R&D centres around the globe. Become a part of the “strength within.”

Are you a tech‑savvy problem solver who thrives on delivering exceptional customer support? Do you enjoy being the go‑to person who keeps people connected, productive and empowered? Hexcel is looking for a motivated and customer‑focused IT Service Desk Analyst to join our high‑performing IT Service team in Duxford, UK. This is an exciting opportunity to work in a fast‑paced manufacturing environment where no two days are the same.

You will play a vital role in supporting business‑critical technology, resolving technical challenges and ensuring our users receive a first‑class IT experience.

• Deliver first‑line and second‑line IT support services, ensuring incidents and service requests are resolved efficiently and within agreed Service Level Agreements (SLAs).
• Serve as a primary point of contact for end users, providing exceptional customer service while diagnosing, troubleshooting and resolving hardware, software, network, connectivity, printing and access‑related issues.
• Monitor, prioritise and manage tickets within the Service Management platform, ensuring timely updates, clear communication and appropriate escalation to specialist support teams when required.
• Perform installation, configuration, deployment and lifecycle support of desktop and laptop computers, peripherals, mobile devices and standard business applications in accordance with company standards.
• Administer user accounts, security groups, email accounts and system access in accordance with corporate security policies, established IT procedures and access management controls.
• Execute routine operational and maintenance activities, including scheduled system checks, backup verification, software updates and other infrastructure support tasks.
• Collaborate with global IT teams to identify root causes, contribute to problem resolution efforts and enhance overall IT service delivery.
• Maintain accurate technical documentation, knowledge base articles and support records to promote consistency, compliance and knowledge sharing across the organisation.
• Support employee onboarding, off‑boarding and workplace technology initiatives, ensuring users have the equipment, systems access and technical support required to perform their roles effectively.
• Contribute to the continuous improvement of Service Desk operations by identifying recurring issues, recommending process enhancements and helping drive operational excellence and customer service standards.

• Combination of education and professional experience in Information Technology or a related field, supported by a Degree, Diploma or recognised industry certification.
• Proven experience providing IT support within a fast‑paced Service Desk, Help Desk or End User Computing environment, ideally within an SME, manufacturing, engineering or global enterprise setting.
• Strong technical knowledge of Microsoft Windows operating systems, Microsoft 365 applications, desktop hardware and common enterprise technologies, including experience supporting hybrid workplaces, mobile devices and remote users.
• Demonstrated ability to troubleshoot and resolve hardware, software, connectivity, printing and account‑access issues using a structured, analytical and methodical approach.
• Experience working with IT Service Management (ITSM) tools and ticketing systems, including incident, request, escalation and service delivery processes.
• Good understanding of Active Directory, user account administration, permissions management and email administration within a corporate environment.
• Excellent customer service, verbal and written communication skills, with the ability to explain technical concepts clearly to non‑technical users and support…