Service Desk Analyst

Role Purpose:

The Service Desk Analyst provides first-line technical support across the organisation, ensuring incidents and service requests are effectively managed, escalated, and resolved. The role involves close collaboration with colleagues, third-party providers, and end users to deliver excellent customer service, maintain IT operations, and support continuous improvement across IT services.

Key Responsibilities:

• Log, categorise, and resolve incidents and service requests, ensuring clear communication with users.
• Escalate issues appropriately and manage major incidents in line with agreed processes.
• Provide outstanding customer service, maintaining accurate records and regular updates.
• Support problem, change, and project management activities, representing the Service Desk where required.
• Manage and document IT assets, processes, and knowledge bases.
• Contribute to vulnerability management, regulatory compliance, and audit requirements.
• Assist in the development of Microsoft Power Apps and other productivity tools.
• Work to agreed shift patterns, including occasional weekend and on-call duties.

Key Skills & Experience:

• 5+ years’ experience in Service Desk or technical support roles.
• Strong knowledge of Microsoft Windows 11, Office 365, Active Directory, and SCCM.
• Familiarity with ITIL framework and ITSM systems (e.g., Freshservice, ServiceNow).
• Proven troubleshooting, documentation, and customer service skills.
• Ability to manage competing priorities and work effectively under pressure.
• Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical audiences.

Desirable Skills:

• Experience in financial services or multi-site support environments.
• Exposure to vulnerability management tools (e.g., Qualys) and remote access administration.
• Experience with Microsoft Power Apps and automation of Service Desk processes.
• ITIL 4 Foundation and/or Service Desk Analyst certification.

Shift pattern covering the following support hours 07:00-18:00 Monday-Friday. You will also work a Saturday shift approximately 1 in every 4 weeks covering the hours 09:00-17:00; provide cover during Bank Holidays throughout the year and be on call 1 in every 4 Sundays from the hours of 06:00-18:00.