Service Desk Analyst

Service Desk Analyst

Introduction

Join a business that keeps the UK moving. This is your chance to play a key part in the technology team of a leading UK transport operator — helping deliver reliable, secure and efficient IT services that support colleagues across stations, depots and offices every day.

Role Overview:

• Location: Hybrid – London / Aylesbury / Banbury
• Package: Competitive salary + benefits + travel discounts
• Industry: Rail / Transportation / Technology

What You’ll Be Doing:

• Act as the first point of contact for all IT issues and service requests across the organisation.
• Log, triage, and resolve incidents, escalating where needed to internal teams or external partners.
• Manage user access to systems and applications, following strict security and approval processes.
• Maintain accurate ticket updates and communication with users throughout the resolution process.
• Support hardware, software, and network troubleshooting across multiple sites.
• Create and maintain documentation, FAQs, and knowledge base articles to drive efficiency.
• Monitor SLAs and proactively follow up to ensure timely issue resolution.
• Work closely with the wider IT Operations team to identify repeat issues and recommend improvements.

Main Skills Needed:

• Previous experience in an IT support or service desk environment.
• Confident troubleshooting across desktops, applications, and network infrastructure.
• Strong communication and customer service skills, ideally in a multi-site setting.
• Familiarity with ITSM tools such as ServiceNow, Freshservice, or Jira Service Management.
• Understanding of ITIL processes, including incident, problem, and access management.
• Detail-oriented, proactive, and eager to learn new technologies.
• Comfortable working both independently and collaboratively in a busy operational setting.

What’s in It for You:

• Competitive salary and comprehensive benefits package.
• Free or discounted UK travel opportunities.
• Generous pension scheme and holiday allowance.
• Ongoing training and professional development support.
• Inclusive and supportive culture that values wellbeing and teamwork.
• The chance to see the real-world impact of your work every single day.

Careers move fast. Let’s make sure yours is heading the right way.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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