Service Desk Analyst

Service Desk Analyst

Department: IT

Employment Type: Permanent

Location: Bradford on Avon, United Kingdom

Reporting To: Sol Rosser

This role will be required to provide first-line IT and ERP (IFS) support to users across the business, ensuring timely resolution of incidents and service requests. This role is key to maintaining operational continuity and delivering a high-quality support experience.

• Respond to and resolve first-line IT support tickets (hardware, software, M365, printers, connectivity).
• Respond to and triage IFS-related tickets (e.g. login issues, permissions, navigation).
• Set up and configure laptops, desktops, and mobile devices.
• Ensure tickets are correctly logged, categorised, and updated in the ITSM system.
• Escalate unresolved issues to the appropriate Tier 2 or Tier 3 teams.

• Early experience in a first-line IT support role.
• Previous use of a ticketing system (Jira preferred).
• Familiarity with Microsoft 365, Windows 10/11, Active Directory and Intune.
• Basic understanding of ERP systems (IFS preferred).
• Strong communication and customer service skills.
• ITIL Foundation certification is desirable

We are part of the AB Dynamics Group, an innovative, dynamic listed business with a friendly and supportive working environment. In addition to competitive salaries, our attractive benefits package includes a discretionary company bonus scheme, 25 days holiday (plus bank holidays), and generous company pension contributions.

At AB Dynamics Group we set ourselves ambitious objectives and strive to work according to our values of customers, people, diversity, innovation, excellence and responsibility. We are committed to promoting equality of opportunity for all staff and job applicants. We do not discriminate against staff based on age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

We use AI to help us assess applications fairly and objectively.