IT Service Desk Analyst

We are currently recruiting for an IT Service Desk Analyst to provide high-quality desktop, server and networking support, along with exceptional customer service to a small selection of clients within the designated support pod.

This role is primarily office-based, working from our Grantham location, with the potential for hybrid working arrangements after the probation period. Travel to customer sites will be required, so applicants must hold a full UK driving licence. A fleet of vehicles is available for client visits as and when needed.

You’ll be a strong team player who enjoys working collaboratively with colleagues across IT and the wider organisation. You’ll share knowledge, support other team members, communicate effectively and work together to resolve issues quickly, while maintaining a friendly, professional and customer-focused approach.

Provide a friendly, responsive and professional service, ensuring clients feel supported, valued and kept informed throughout.

We encourage candidates of all backgrounds and capabilities to apply, although it’s essential that your values and experience align with this role’s key responsibilities. To be successful, you will:

• Provide remote and onsite support, with exceptional customer service to clients.
• Manage incidents, service requests and problems effectively.
• Identify documentation requirements, aim for continual improvement to make the client experience the best and suggest internal improvements to make service desk processes as efficient as possible.
• Ensure the service desk database is kept up to date.
• Understand and follow all policies and procedures.

• IT experience on an MSP service desk would be beneficial
• Previous experience in an IT support role
• Full Right to Work in the UK
• Full UK driving licence

• From flexible working arrangements and time‑matched volunteer hours to online fitness classes and mental health support, at Duncan & Toplis we’re committed to helping our people maintain a healthy and balanced lifestyle.
• We help our team to develop their talents and encourage ambitious individuals to progress their careers and expand their professional and personal capability with fully supported training.
• Our values of trust, partnership, and inclusivity are at the forefront of everything we do.
• Full support and 18 weeks full pay for maternity and adoption leave, inclusive of statutory maternity and adoption pay, and two weeks full pay paternity leave for eligible team members.

• Continuous learning support to help develop skills and long‑term goals through mentoring, coaching, technical and soft skill training.

• Insured benefit available to all team members up to the age of 65, four times annual salary. Conditions apply.

• 50% discount for team members and their partners and 25% discount for team members' parents and children.

• Minimum of 22 days annual leave (plus bank holidays), increasing to 27 days after five years of service and for managers. 32 days (plus bank holidays) for directors.

• Non‑subsidised purchase through a group company scheme.

• Buying or selling of annual leave up to five days. Conditions apply.

• Bonus payments up to £1,000 on successful candidate referrals for eligible team members.
• Employer contribution starts at 3% with length of service‑related increases and up to 7% matched contributions for eligible team members.
• Half day paid leave matched with half day annual leave for voluntary and charitable activities.
• Employee assistance programme for 24/7 confidential support from…