Service Desk Analyst

Role: Service Desk Engineer

Location: Hereford, Herefordshire (on-site)

Salary: Up to £32,000 per annum + benefits

Benefits: Competitive package, training & development, supportive team

Our client, a leading IT support and managed services provider in Hereford, is recruiting a Service Desk Engineer to join their growing technical team. They deliver comprehensive IT support, cybersecurity, cloud services and solutions to businesses locally and across the UK, working with technologies such as Microsoft 365, cloud platforms, networking/security tools and business support systems.

This is a hands-on role supporting clients’ IT environments, resolving technical issues, and ensuring excellent service delivery.

What you’ll do

• Provide first and second-line technical support to business users via phone, email and remote tools
• Diagnose and resolve IT incidents relating to hardware, software, networks and cloud services
• Log and manage tickets in the service desk system to agreed SLAs
• Support onboarding of new users, including account setup and permissions
• Assist with basic system administration and maintenance tasks
• Communicate clearly with clients, escalating issues appropriately
• Contribute to documentation and knowledge base resources

What we’re looking for

• Previous experience in a service desk or IT support role
• Strong understanding of Windows OS, Microsoft 365 and common business applications
• Knowledge of networking fundamentals (TCP/IP, DNS, Wi-Fi) and security basics
• Excellent problem-solving and customer service skills
• Good communication skills, with the ability to explain technical issues to non-technical users
• Desire to learn and develop across a broad range of IT technologies

The ideal candidate will

• Be proactive and organised
• Enjoy working as part of a collaborative team
• Thrive in a client-facing support environment
• Be keen to grow skills in managed IT services, cloud and cybersecurity

Why join?

• Work with a respected IT support provider with over two decades of local experience and a strong client base
• Exposure to a wide variety of technologies and client environments
• Supportive team culture with opportunities for professional development
• Meaningful role helping businesses keep their technology running smoothly



Apply now to take the next step in your IT support career and make a real impact within a busy, growing tech team.