Service Desk Analyst Job at HCPC (London)

Service Desk Analyst

HCPC

Location:
United Kingdom , London

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

27650.00 - 30000.00 GBP / Year

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Job Description:

We are seeking a proactive and customer-focused Service Desk Analyst to join the HCPC IT team during an exciting period of digital transformation. Reporting into the IT function, you will play a key role in delivering high-quality first-line IT support across the organisation, ensuring colleagues receive timely and effective resolution to IT incidents and service requests. You will be responsible for logging, prioritising, and resolving support issues in line with ITIL processes and service level targets, while also contributing to a range of technology projects that support HCPC's wider digital transformation strategy. Alongside providing excellent customer service, you will support the setup and configuration of Windows devices, help manage IT communications, and continuously develop your knowledge across Microsoft technologies and modern IT services.

Job Responsibility:

As required support all aspects of the IT service provision at HCPC on a best endeavours basis
Understand the information security requirements for information accessed or processed in carrying out the duties of the role, treating the information with appropriate care as set out in the Information Classification and Handling Policy
Carry out the responsibilities of the post with due regard to the HCPC's Equality and Diversity Policy and to always treat colleagues and other HCPC stakeholders with respect and dignity
Be the primary support contact between the business and the IT function
Perform first line support responding to requests by service desk, phone, or email
logging, prioritising, responding, and coordinating the user requests
Ensure that the business community are fully informed of all IT changes
Operate within the ITIL incident management processes
Meet service level targets for incident management closure
Meet service levels for closure of assigned service desk tickets
Escalate and then coordinate issues and problems to senior support analysts or external third-party support
Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team
Setting up and configuring Windows based PCs and laptops
Management of the department's email inbox

Requirements:

Passionate about IT
Willing to learn and build on their already solid IT skill set
Happy to share what they know and collaborate with their teammates
An enthusiastic problem solver with excellent troubleshooting abilities
Excited to use and support the latest Microsoft technologies
A hard working individual who demonstrates fantastic customer service skills
Interested in becoming certified in a relevant industry qualification or equivalent knowledge in Microsoft technologies, ideally in Windows 11 and M365
Experienced in providing excellent end user support, ideally within an ITIL framework

Additional Information:

Job Posted:
May 20, 2026

Expiration:
June 01, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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