Service Desk Analyst

Service Desk Analyst – Technology Operations

Salary £25,463.00 – £29,707.00 (dependent on experience)

Southampton – Office based

Full time

As a key member of our Service Desk team, you’ll act as the first point of contact for end‑user IT support, delivering a high‑quality, customer‑focused service. This role operates on a rota basis, providing end‑user support. You’ll handle a high volume of requests, assessing and prioritising incidents effectively, and resolving issues at first and second‑line level wherever possible. Strong technical aptitude and problem‑solving skills are essential, alongside a genuine passion for customer service.

The primary focus of the role is to deliver an excellent customer experience, underpinned by:

• Strong troubleshooting and analytical problem‑solving skills
• Effective teamwork and collaboration with Service Desk colleagues
• A commitment to knowledge sharing and continuous improvement

The candidate for the position of Service Desk Analyst must meet the following essential criteria:

• Providing first‑line support via phone, live chat, and the call handling system
• Logging, triaging, prioritising, and resolving incidents and service requests using TOPdesk and Alemba
• Troubleshooting issues across Microsoft 365, end‑user devices, and core IT services
• Handling calls from end‑users professionally, gathering information, and setting clear expectations
• Resolving issues at first or second‑line where possible, escalating appropriately when required
• Building strong working relationships with second‑line and specialist support teams to ensure effective escalation and support
• Working closely with colleagues to share knowledge, document solutions, and contribute to a growing knowledge base
• Supporting onboarding and offboarding activities for staff

If you are interested in joining a team that sits at the heart of what OS is about, we are looking for someone who can demonstrate the following skills and experience:

• Previous experience in a Service Desk, IT support, or similar fast‑paced, service‑oriented role
• Strong communication skills with the ability to engage effectively with stakeholders at all levels
• Proven problem‑solving ability and a willingness to learn quickly in a dynamic environment
• Familiarity with Windows operating systems, Microsoft 365, and core IT troubleshooting practices
• Ability to work both independently and collaboratively with technical colleagues
• Experience using ITSM tooling (or similar) and the ability to operate within structured, multi‑layered processes
• Ability to gather customer requirements, assess impacts, make decisions and set clear expectations
• A strong customer‑first mindset, with a focus on continuous improvement, automation, and enhancing customer satisfaction

We want you to love what you do. That is why our benefits package rewards a job well done.

• Salary £25,463.00 – £29,707.00 (dependent on experience)
• Performance related bonus up to 10%
• A competitive pension scheme (OS contributes up to 12.07%)
• 28 days annual leave in addition to bank holidays on joining, (3 taken over Christmas) increasing by one day per year, to a maximum of 5 years
• Enhanced family leave, including up to 12 weeks paid partner (paternity) leave
• Free subscription to OS Maps
• Access to online learning platforms
• Coaching and Mentoring schemes
• Plus, a suite of excellent additional perks and benefits

• An extra days’ leave for each year you work, up to 33 days
• Employee Assistance Programme
• Hybrid working
• Free onsite parking at our modern HQ in Southampton
• We adopt flexible working and can consider different working hours dependent on the role and your personal circumstances
• Eyecare Vouchers
• OS Explorers Nursery discount
• Cycle to Work scheme
• We believe that as a company we should give back wherever we can, so we give you 1 day a year to volunteer for charities that are important to you, as well as offering a match funding scheme

This role is within our Service Desk Team which requires in‑person attendance at Ordnance Survey Head Office full‑time.

OS conducts pre‑employment checks for anyone made an offer of…