IT Service Desk Analyst

• Act as the first point of contact for IT services, delivering high-quality first-line technical support in line with ITSM best practices
• Log, manage, and resolve incidents and service requests accurately within the ITSM system
• Support IT operations, including user onboarding/offboarding, device setup, access management, asset tracking, and maintaining IT standards
• Work collaboratively with the wider IT team and stakeholders to support change management activities
• Assist the Service Desk Manager with service improvement initiatives, customer feedback programmes, and provide support and cover across the IT function when required
• Adhere to all company and IT policies, including health & safety, security, and data protection

• customer-focused IT professional with experience providing first-line support
• comfortable working with Microsoft technologies including Windows Server and client operating systems, Microsoft 365 and Entra ID, Exchange, networking (WAN/LAN/Wi-Fi), mobile device management, and security tools such as anti-virus solutions
• understanding of IT Service Management principles
• ITIL Foundation certification (or willingness to complete it)
• strong problem-solving and organisational skills
• ability to work independently, manage priorities, and remain calm under pressure
• excellent verbal and written communication skills
• degree or equivalent in an IT-related subject desirable but not essential

degree or equivalent in an IT-related subject

• 25 annual leave plus bank holidays with the option to buy more
• Group Personal Pension Plan
• Career development & progression with the opportunity to earn professional qualifications
• 24/7 access to a virtual GP and Mental health support & counselling services
• Cycle to Work scheme
• Discount club - supermarkets, phone bills, gyms & more
• Life assurance cover
• Long service recognition
• Active local social committees
• Regular social events
• Paid volunteering opportunities in your community