Junior Helpdesk Analyst

Our client, a global Professional Services firm, are looking for Junior Helpdesk Analysts to join their Operations and Service Support Team.

The successful candidates will provide the primary, day-to-day interface to services through the Intelligent Service Desk and be responsible for logging, triaging, and assigning technical incidents before managing their flow through to resolution. The Analysts will also play an active role in proactive management of incidents – removing blockers, ensuring both client and internal stakeholder are well represented and receiving the best level of service.

** Candidates need to be SC cleared (Our client will do this if you do not hold a SC certificate). Therefore, candidates applying for this role MUST have a minimum of five years’ UK residency.**

Tell me more

• Location: Work from home

• Salary: £24,000 per annum (increasing to £24,800 from April 2026)

• Working Hours: Standard office hours

• Start Date: ASAP

• Contract: Fixed-term contract with a strong likelihood of becoming permanent

Responsibilities

• Accountable for the logging of incidents with any of the technology solutions. Incidents may be presented via web portal (Service Now), email or telephone.
• Accountable for assignment of incident tickets to the most appropriate resolution resource based on several factors including availability, incident severity and service level agreement.
• Accountable for the rapid assessment of the severity of an incident based on the information available and severity criteria.
• Handling simple admin requests such as new user setup and password setup.
• Accountable for data gathering, collation and report generation across incident management and other service activities.
• Contributing to the development, evolution and embedding of the operating model and the processes within it, assuring that they comply with related standards and principles and are fit for operational purposes.

Essential Skills and Experience required

• Some previous experience within a helpdesk, call centre, customer service role
• Outstanding and confident communication skills
• Some IT/Tech knowledge/interest would be an advantage, although not essential for the role
• Attention to detail and organised.
• Problem solving and troubleshooting skills.
• This is a trainee position, and all training will be provided.
• Candidates must have or be able to get SC clearance. This requires a minimum of five years’ UK residency