Service Desk Analyst

Overview

Service Desk Analyst – Lithia UK (Sunderland IT Office). This role will work four days a week in the office, with Fridays working from home. The schedule is Monday–Friday with one Saturday shift per month. Salary up to £28,000. Benefits include pension, life assurance, 33 days holiday (including bank holidays), exclusive company discounts on used car purchases, leasing deals and aftersales service.

Reporting into the Service Desk Team Leader, the Service Desk Analyst provides quality technical support and customer service to colleagues across the organisation. The role involves regular communication with manufacturers, third-party contacts, IT colleagues, and store-based colleagues, with a primary focus on supporting Lithia UK stores and support functions to ensure seamless operations and quick resolutions.

• Provide exceptional support to colleagues across all communication channels, ensuring needs are met with professionalism and care
• Offer expert technical support at a 1st line capacity, addressing a variety of issues promptly and efficiently
• Conduct thorough troubleshooting and triage for a wide range of technical issues, ensuring swift and effective resolution
• Maintain consistently accurate information within the IT Service Management system for all incidents and requests, ensuring data integrity
• Escalate tasks to other team members with clarity and precision, ensuring smooth handover and continuity of service
• Perform administrative tasks such as profile provisioning and deprovisioning with meticulous attention to detail

• IT-related certifications (preferred, not required)
• Previous experience delivering excellent customer service through multiple platforms (e.g., face-to-face, phone, email)
• Solid knowledge of Office 365 applications (Outlook, Excel, Word) and Windows operating systems
• Ability to learn quickly and engage in self-development within a fast-paced environment
• Exceptional diary management, planning, and organisational skills with the ability to prioritise workload

• Enjoy 33 days of annual leave (including bank holidays)
• Receive an extra day off for your birthday
• Industry-leading family leave policies for support when it matters most
• Take a paid day to volunteer
• Recognised for long service with milestone anniversaries
• Tailored training and career growth opportunities
• Cycle to work scheme to reduce commuting costs
• Access high street discounts
• Internal referral rewards for recommending Lithia UK

At Lithia UK, growth is powered by our people. As one of the largest automotive retailers globally, we are transforming personal transportation and delivering exceptional customer experiences. Our values are:
Earn Customers for Life, Improve Constantly, Take Personal Ownership, and Have Fun. We encourage innovation, personal growth, and collaboration to drive positive change.