Service Desk Analyst

Service Desk Analyst - £31k - Hybrid Work About the Role

We are seeking a customer-focused Service Desk Analyst to provide high-quality IT support to both head office and remote/site-based staff. You will play a key role in ensuring IT services are delivered efficiently, professionally, and in line with agreed service levels and defined processes.

This is an excellent opportunity for an experienced Service Desk professional who thrives in a fast-paced environment and enjoys solving technical problems while delivering outstanding customer service.

• Record, prioritise, and manage service requests and incidents using a service management tool, ensuring accurate and complete information is captured.
  
  Provide 1st and 2nd line user support for hardware and software issues, including incident resolution, installations, implementations, and user guidance/training.
• Monitor and progress incidents efficiently, restoring normal service as quickly as possible.
• Escalate incidents to appropriate teams or individuals in line with incident management processes, users informed of progress.
• Log and manage incidents with third-party suppliers, monitoring SLA performance and escalating where necessary.
• Work both independently and collaboratively to achieve individual and team KPIs.
• Ensure incidents and s...