IT Service Desk Analyst

We are recruiting for a Service Desk Analyst to join the IT team at our Head Office in Lutterworth.

As a Service Desk Analyst, you will provide consistent, excellent, and trusted end‑user support to over 700 colleagues across our UK business. Key day‑to‑day tasks will include:
Incident Management, Request Fulfilment (including Starter Mover Leaver processes – SML), maintenance and audit tasks, and maintenance of the knowledge base.

Effective Prioritisation And Strong Customer Service Skills Are Essential.

In return you will receive a competitive salary from £26,000 (depending on experience), 25 days annual leave plus bank holidays, Westfield Health Cash Plan, Life Assurance, Auto Enrolment Pension Scheme and lifestyle benefits – discount on selected high‑street stores.

• Logging and managing incidents, access management and requests from internal users via Service Now “self‑service” portal & high‑priority telephone calls.
• Providing 1st/2nd line technical support – basic troubleshooting of IT related incidents & problems.
• Supporting users with hardware, software, telephony & cloud applications.
• Ensuring all tickets raised contain a suitable amount of detail for further support from 2nd and 3rd line teams, where appropriate.
• Highlighting trends and potential significant/major incidents to the Group IT Service Manager.
• Managing escalations, including communicating to and engaging the appropriate colleagues.
• Updating the knowledge base with details of common issues which users (colleagues) can search for and self‑serve.
• Passing & escalating calls to 3rd line support analysts if the problem is more complex.
• Prioritising and managing several tasks concurrently.
• Ensuring the asset database is maintained and kept up to date.
• Providing support / mentoring to IT Apprentice and future recruitments.

• Experience with in IT Service Delivery.
• Service Desk experience – managing IT tasks & setting business expectations through good communications.
• Some knowledge of ITIL or other industry‑recognised IT frameworks.
• Good attention to detail in all aspects of work.
• Ability to prioritise and work under pressure.
• Ability to learn new skills quickly and thoroughly.