Service Desk Analyst

Service Desk Analyst

Marble Grange Group – Recruiting on behalf of our client

Location:

Dartford (fully on Site) |

Hours:

Shift rota between 7am–6pm

Contract:

Full-time

Marble Grange Group is proud to partner with a leading UK organisation in the search for a proactive, customer-focused Service Desk Analyst. This is an exciting opportunity to join a fast-paced, high-performing IT function supporting over 6,000+ users across multiple sites and business disciplines.

If you thrive in a collaborative environment, love solving problems, and enjoy delighting customers with exceptional service, this role offers the perfect platform to develop and grow.

What You’ll Be Doing

As a Service Desk Analyst, you’ll be the face of IT for end users—providing first-class technical support, ensuring incidents and requests are resolved within SLA, and helping to continuously improve service delivery. You’ll:

* Deliver outstanding customer service, keeping users informed at every stage.

* Build strong working relationships across IT and the wider business.

* Troubleshoot and resolve incidents, maximising first-time fixes and minimising escalation.

* Work collaboratively within the team to balance workload and share knowledge.

* Clearly communicate technical issues in a friendly, easy-to-understand way.

* Monitor the Service Desk queue to ensure timely response and ticket progression.

* Log, diagnose, and resolve incidents in line with defined procedures and security requirements.

* Escalate issues to 3rd Line support appropriately and promptly.

* Support a wide range of technologies, applications and systems.

* Contribute to knowledge base articles, process improvements, and documentation.

* Identify trends and common issues to help drive proactive ITIL processes.

* Complete service requests such as onboarding/offboarding tasks.

* Act as a gatekeeper for security standards and compliance.

* Stay current with new technologies and evolving ways of working.

What You Bring

We’re looking for someone with experience in a Technical Service Desk / ITIL environment, who has a passion for delivering great service and strong problem-solving skills.

Technical

Skills:

* Broad understanding of IT infrastructure and applications.

* Strong knowledge of Microsoft technologies:
Office 365, Teams, One Drive, SharePoint, MFA.

* Experience with Azure AD, Exchange, InTune.

* VPN experience (ideally Fortinet).

* Experience using ITSM tools (preferably Service Now).

* ITIL Foundation (ideally V4).

* Telephony knowledge (Ring Central ideal).

* Bonus:
Solar Winds, and familiarity with construction software such as AutoCAD or Autodesk Revit.

Competencies & Behaviours:

* Professional, customer-focused approach with a positive attitude.

* Excellent communication—clear, concise, confident.

* Strong time management and organisational skills.

* Calm under pressure with a logical, analytical mindset.

* A team player who collaborates well and supports colleagues.

* Able to take ownership, make sound decisions, and follow through to completion.

* Adaptable, resilient, and comfortable with changing priorities.

* Self-starter with strong initiative.

Interested?

Marble Grange Group would love to hear from you.
If you’re ready to join a supportive team where you can make a real impact, apply today or contact our team for more information