Service Desk Analyst

We're looking for a customer-focused Service Desk Analyst to join a busy and collaborative IT team, providing high-quality technical support across a diverse technology environment. This is an excellent opportunity for someone who enjoys solving technical issues, delivering exceptional customer service, and working within a structured IT Service Management (ITSM) environment.

This is a hybrid role requiring the successful candidate to work 2–3 days per week from our client's office in Bristol, with the remaining time working remotely or from other agreed locations. Occasional travel to other UK sites may also be required.

• Act as the first point of contact for IT support requests, providing a professional and customer-focused service.
• Log, prioritise, investigate and resolve incidents and service requests in line with agreed SLAs.
• Manage support tickets through to resolution, ensuring customers are kept informed throughout.
• Troubleshoot hardware, software and Microsoft technology issues, escalating where appropriate.
• Support user onboarding and offboarding, including hardware builds, account provisioning and access management.
• Maintain accurate documentation, ticket updates and resolution notes within the ITSM platform.
• Help maintain IT asset records and ensure equipment is tracked accurately.
• Create and maintain knowledge base articles to improve service delivery and first-time fixes.
• Work closely with the wider IT team to support the stability and continuous improvement of IT services.
• Travel to other UK offices when required to provide onsite technical support.

You'll be an experienced Service Desk Analyst or IT Support professional who enjoys working in a fast-paced environment and delivering an outstanding customer experience. You'll have strong technical troubleshooting skills and understand the importance of following IT Service Management best practices.

• Strong understanding of ITIL principles (ITIL v4 Foundation certification or equivalent experience is essential).
• Previous experience working within an IT Service Desk or Technical Support environment.
• Experience supporting Microsoft 365, Microsoft 365 Admin Centre and Active Directory.
• Excellent technical troubleshooting and problem-solving skills.
• Experience using IT Service Management (ITSM) tools to manage incidents and service requests.
• Outstanding customer service and communication skills with the ability to explain technical issues to non-technical users.
• Strong organisational skills with the ability to manage multiple priorities effectively.
• A proactive approach with the ability to work independently and as part of a collaborative team.

• Hybrid working with 2–3 days per week onsite in Bristol.
• Opportunity to work within a collaborative and supportive IT team.
• Exposure to a varied and modern Microsoft technology estate.
• Ongoing professional development and career progression opportunities.
• Competitive salary and benefits package.