Service Desk Analyst

Role: Service Desk Analyst

Location: Herefordshire | On-site with client visits

Salary: Up to £35,000 DOE

Benefits: Close-knit team, varied work across home and business users, growth opportunities

Our client, a leading local IT services provider, is hiring a Service Desk Analyst to provide high-quality technical support and ensure customers remain productive. You’ll manage incidents across hardware, software, and networks, while contributing to process improvements and knowledge sharing.

What you’ll do

• Resolve support tickets across Windows, Active Directory, networking, and peripherals via phone, remote tools, and on-site visits.
• Escalate issues appropriately and maintain clear communication with clients.
• Document solutions and create clear user and technical guides.
• Collaborate with colleagues to improve first-time fix rates and reduce repeat issues.
• Support installations, maintenance, and updates; occasionally assist with consumer services.

You’ll work closely with the wider IT team and customer stakeholders to deliver reliable, personable service and continuous improvement.

What we’re looking for

• Around 2+ years in IT support or service desk environments.
• Good knowledge of Windows OS, Active Directory, TCP/IP, and LAN/WAN fundamentals.
• Confident diagnosing both hardware and software issues.
• Strong communicator able to explain technical information clearly.
• Experience with ticketing or ITSM tools; customer-focused, methodical, and dependable.

The ideal candidate will bring a proactive, service-oriented mindset and enjoy working in a supportive, hands-on environment.

Desirable

• CompTIA A+, ITIL Foundation, Microsoft (e.g., MCSA) or similar qualifications.
• MSP or small-team background; exposure to Microsoft 365, Intune, or Azure.
• Knowledge of backup, security tools, and remote support practices.

Why join?

• Up to £35,000 salary with a clear progression structure.
• Broad technical exposure across home and business clients.
• Join a respected local provider with a reputation for quality support.
• Opportunities to develop your skills and grow within the team.

Apply now to help deliver dependable, high-quality IT support in a trusted local business.