Desktop Support Analyst

Location:

Derby

An exciting opportunity has come available for a Desktop Support Analyst to join the growing team  this key role, you will be responsible for providing deskside assistance to Brightwell users, providing an onsite point of contact for 3rd parties and providing assistance with IT related issues. Additionally, the Desktop Support Analyst will maintain strong communication lines between Brightwell, the third‑party vendors and the business adhering to Brightwell practices.

The role is based primarily on‑site at Derby, with an expectation of 3 days in the Derby office and 2 days at the Chesterfield office, adjusting as required.

• Provide onsite desktop support and remote hands‑on support to the business to ensure the business is continuously able to operate efficiently and effectively.
• Follow ITIL processes, focusing on Incident and Change Management, to ensure consistent and controlled service delivery.
• Ensure third‑party vendors and the business adhere to IT processes in line with SLAs and Brightwell policies, to maintain compliance and service quality.
• Act as the second point of contact for escalated first‑line service desk cases across network and desktop areas, to ensure timely resolution of complex issues.
• Triage incidents and engage the correct technology group(s), coordinating where multiple teams are involved, to drive efficient and accurate issue resolution.
• Support the Service Delivery Manager in testing technology changes, to ensure systems are stable and available for the next working day.
• Escalate high‑priority incidents and issues to the Service Delivery Manager, to ensure appropriate visibility and timely intervention.
• Assist the Service Delivery Manager with audit reviews by providing evidence, to ensure technology remains auditable throughout the year.
• Monitor technology security practices and proactively identify and elevate potential or actual breaches, to protect organisational systems and data.
• Maintain policy and process documentation, to ensure information remains accurate, up to date, and accessible.
• Provide metrics and Management Information (MI) to relevant stakeholders, to support informed decision‑making and performance tracking.
• Participate in on‑call support when required, to ensure business continuity and issue resolution outside standard hours.
• Manage IT peripherals to ensure they remain fit for purpose and fault‑free, to support reliable end‑user operations.
• Use Service Now for ticketing and asset management, to ensure accurate tracking and effective management of IT peripherals, assets, and licences.
• Other duties, as required.

• Good working knowledge of Windows operating systems and Microsoft 365, including associated applications
• Proven experience of troubleshooting end‑user IT issues across Windows, Microsoft 365, and common business applications
• Experience working in a desktop support or service desk environment (typically 3+ years or equivalent)
• Ability to learn and adapt to new and changing technologies
• Strong customer service and user‑facing communication skills
• Effective verbal and written communication skills, with the ability to engage stakeholders at all levels
• Strong diagnostic and analytical skills
• Experience of incident triage and working with competing priorities in a high‑volume support environment
• Ability to work effectively under pressure
• Relevant IT support experience and/or formal IT qualifications
• Understanding and confident use of technical terminology
• Strong interpersonal and stakeholder management skills
• Experience of working with third‑party suppliers and support teams
• Ability to manage workload and prioritise tasks appropriately within a dynamic environment
• Professional and positive approach to…