IT Service Desk Analyst

EQUANS is looking for an IT Service Desk Analyst to join our team based in Quorum Business Park on a permanent basis. This is a full time role working 37.5 hours per week. On offer is a salary of £24,570, dependent upon skills and experience as well as benefits package.

The IT Service Desk Analyst is required to support the IT Service Desk Team Leader in providing an efficient, cost effective and customer focused IT Service Desk which provides a single point of contact for all users of IT through the logging and management of all incidents and service requests.

As a member of our Shared Services team, you will have the ability to work flexibly from our brand-new office space at the Quorum Business Park for 2 days each week, with 3 days  team embraces a culture of flexibility, support and inclusivity where employee wellbeing and development is at the forefront of all we do.

This role offers you the chance to truly contribute to a multinational company that’s pushing boundaries in creating a greener, more connected world. Working in our dynamic and buzzing office at Quorum Business Park, you’ll be part of a close-knit, supportive team that values flexibility, collaboration, and well‑being. With top‑note amenities like restaurants, a gym, and excellent transport links, this is more than just a workplace – it’s a place where you can thrive and make a real difference in shaping a greener, more connected world.

• Answer calls and respond to ITSM tickets within agreed KPI targets whilst adhering to quality monitoring guidelines.
• Provision of first line support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible.
• Retention of end‑to‑end ownership and working with EQUANS IT resolver groups and third parties where required.
• Communicate incident resolution or request fulfilment to the customer.
• Log all customer issues in the ITSM system accurately and in full detail, completing all administration within timescales and to a high level of accuracy.
• Adhere to effective ITSM queue management.
• Keep up to date with all changes in the EQUANS environment to facilitate understanding and diagnosis of user faults / requirements to ensure point of call resolution is achievable.
• Assess the criticality of each situation by being proactive and asking for detailed information to help assess urgency and impact.
• Escalate to the relevant Team Leader/Senior Analyst for any high priority business‑critical issues or complaints.
• Provide support and advice to employees and line managers, explaining IT related policies and procedures in a timely and effective manner.
• Ensure that priority setting, and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
• Provision of effective Incident Management, working closely with resolver groups to undertake effective Problem Management.
• Contributing to Information Security by assisting in the preservation of confidentiality, integrity and availability of information, including but not limited to adhering to and supporting Information Security standards, procedures and policies and identifying and raising security incidents as required to the Information Security Team.
• Support the successful transition of new services and systems into the IT Service Desk support model.
• Support audits (internal and external) by complying with requirements to security policies and GDPR.
• Create or amend documentation of new and existing IT Service Desk processes.
• Carry out any ad‑hoc tasks/duties which may reasonably be expected as requested by IT Management.
• Actively seek to improve and develop own skills and knowledge base in appropriate areas and stay abreast of new technologies.
• Actively recommend service improvements in process and technologies used by the EQUANS IT services to meet business objectives.
• An opportunity for periodic on‑call cover to provide first line support to the out of hours support contracts.

• 24 days annual leave (+ public holidays).
• Life Cover equivalent to 1.5 times annual salary.
• Employee discount shopping schemes on major…