IT Service Desk Analyst
IT Service Desk Analyst
Location: Epsom | Hybrid (3 days office / 2 days home)
Hours: Shift rota between 7am-6pm Mon-Fri + occasional weekends ( Around 1 in 4/5 Saturdays (09:00-17:00) additional payment is paid)
Salary: Competitive
Join a supportive team & make a real impact
Are you someone who loves helping people, solving problems, and keeping technology running smoothly?
Do you thrive in a busy environment where no two days are the same? If so, our client would love to welcome you their IT Service Desk team.
They are looking for an experienced 1st / 2nd Line Support Analyst to join their friendly team, supporting colleagues across the business.
What the role will require:
As one of their Service Desk Analysts, you'll be the go to expert when colleagues need technical support. What will this involve:
- Deliver strong technical support
- Log, prioritise and resolve incidents and service requests.
- Communicate clearly and confidently with users at all levels.
- Diagnose issues, collaborate with colleagues and third parties, and ensure a smooth return to service.
- Help drive service quality and improvement
- Spot recurring trends and raise problem records.
- Take part in CAB meetings and contribute to change management.
- Work on projects, office moves, and continuous improvement initiatives.
- Build great relationships with users and IT teams.
- Be a trusted partner to the business.
- Provide friendly, professional and empathetic support, especially under pressure.
- Keep users updated regularly and ensure they're happy with the outcome.
- Create and maintain documentation.
- Ensure assets are tagged, tracked and compliant.
- Work with 3rd line teams to remove threats from the environment.
We'd love to hear from you if you have:
- 5+ years' experience in a busy Service Desk environment
- Strong troubleshooting ability
- Solid working knowledge of Windows 11, Microsoft 365, and SCCM
- Understanding of the ITIL framework
- Excellent communication skills, written, verbal, and in presenting
- A customer-first mindset and an ability to explain technical issues clearly
- Strong organisation, attention to detail, and the ability to stay calm under pressure
What you will receive:
- Supportive, close-knit team
- An amazing benefit package, which includes on-site gym, subsidised restaurant
- Opportunities to grow your technical and soft skills
- A role where you truly make an impact on how the business operates
- Involvement in projects, Power App development, and process improvements
- A culture focused on collaboration, continuous learning, and great customer service
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