IT Service Desk Analyst

Key Responsibilities:

• Act as the first point of contact for all IT support requests via phone, email, self‑service, and face‑to‑face.
• Log, categorise, prioritise, and maintain all Incidents, Service Requests, and Procurement tickets accurately.
• Resolve support queries at first contact wherever possible.
• Escalate tickets to the correct teams when needed, providing clear and complete handover information.
• Work collaboratively within a shift‑based team to ensure full coverage of business hours.
• Provide first‑line support for our ERP and core business applications, including Sales, Purchase, Stock, and Reporting.
• Triage application issues to determine whether they can be resolved immediately or need further investigation.
• Investigate and deep‑dive into more complex problems before escalation, helping to reduce unnecessary handoffs.
• Identify recurring issues and highlight opportunities for process improvement.
• Work with the wider Application Support and Development teams to help resolve complex incidents.

• Exceptional communication skills — clear, professional, and empathetic across all channels.
• A natural problem‑solver who takes ownership and drives issues to resolution.
• Technically literate with a genuine curiosity about how systems and applications work.
• Comfortable working with Microsoft Office applications and familiar with common IT tools and environments.
• Experience making decisions and prioritising issues based on the information available.
• Able to follow and apply processes consistently under pressure.
• Strong team player who can collaborate effectively and communicate handovers clearly.
• Demonstrates initiative and a genuine desire to learn and develop.

• Experience in a service desk, help desk, or IT support environment.
• Awareness of ERP or business application systems (e.g. sales, stock, purchasing workflows).
• Familiarity with ITIL principles or incident/change management processes.
• Experience with Jira Service Desk or similar ticketing platforms.
• Relevant IT qualifications (e.g. CompTIA, Microsoft, ITIL Foundation).