Junior IT Service Desk Analyst

Are you an enthusiastic and innovative Junior IT Service Desk Analyst ready for a fast-paced challenge that will accelerate your career? Do you thrive in customer-focused IT support and want to take your skills to the next level? If you’re based in Northampton or the surrounding area, this opportunity is tailor-made for you.

About the Company
Our client is a highly professional, friendly, and successful IT services provider with a large and diverse user base. Due to growth, they are expanding their team and have created a brand-new role for a Junior Service Desk Analyst. You’ll join a collaborative environment, supporting day-to-day service desk operations while contributing to cross-functional IT projects.

Role Overview
As a Junior IT Service Desk Analyst, you’ll play a pivotal role in ensuring smooth IT operations, focusing on incident management, service delivery, and user satisfaction. Your technical expertise and proactive approach will help resolve issues quickly, improve processes, and enhance overall IT performance.

Key Responsibilities

• Provide technical support across multiple channels, escalating issues when required

• Log, track, and resolve incidents with accurate documentation

• Process user requests within agreed SLAs

• Analyse recurring issues and collaborate with IT teams to implement permanent fixes

• Communicate effectively with users, offering guidance and updates

• Manage hardware and software assets, liaising with procurement teams

• Contribute to knowledge base articles and IT documentation

• Identify opportunities for process improvement and automation

• Deliver outstanding customer service, exceeding expectations

• Participate in cross-functional IT projects

Qualifications & Skills

• Degree in Information Technology or related field (certifications such as ITIL are a plus)

• Previous experience in an IT service desk or IT support role

• Strong knowledge of incident management and service desk principles

• Skilled in troubleshooting hardware, software, and networking issues

• Familiarity with IT service management frameworks (ITIL)

• Excellent communication and problem-solving skills

• Customer-focused, adaptable, and detail-oriented team player

Benefits

• Competitive salary + benefits package

• Clear career development and progression opportunities

• Full training provided

• Supportive and respectful work environment

• Free parking

• Excellent pension + financial perks

• 25 days holiday (increasing with service)

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