Service Desk Analyst

Role: Service Support Analyst

Location: Buckinghamshire, United Kingdom (Hybrid, 4 days per week)

Employment Type: Full-time

Seniority: Mid-Level

Salary: £40,000 + Bonus

Are you a proactive IT support professional looking to play a key role in delivering high-quality service across a growing organisation?

We’re looking for a Service Support Analyst to join a collaborative IT function, providing essential first and second line support across the business. You’ll be at the forefront of IT service delivery—resolving incidents, supporting users, and ensuring systems run smoothly in a fast-paced environment.

This is an opportunity to work hands-on with modern workplace technologies while building your expertise across infrastructure, security, and service management.

What You’ll Do

• Provide first and second line support across ITIL functions, including incidents, service requests, change, problem, and asset management
• Log, triage, prioritise, and resolve IT incidents, escalating to third-party suppliers where required
• Troubleshoot a range of technologies including Windows 11, Azure Virtual Desktop (AVD), Microsoft 365, Teams, Exchange Online, and SharePoint
• Support end-user devices including laptops, desktops, meeting room technology, and printers
• Manage user lifecycle processes including joiners, movers, and leavers
• Monitor and respond to cyber security alerts and email security controls
• Complete user access control and information security checks
• Maintain accurate hardware and software inventory records
• Collaborate closely with third-party IT providers to ensure effective service delivery
• Communicate clearly with non-technical users and provide timely updates on IT service activity
• Support technology rollouts, including user guidance and training
• Conduct risk analysis on incidents and escalate where necessary

Required Experience

• Experience providing first and second line IT support in a professional environment
• Strong working knowledge of Microsoft technologies including Microsoft 365, Teams, and Windows 11
• Experience supporting cloud-based environments such as Azure Virtual Desktop (AVD)
• Familiarity with ITIL processes and service management tools
• Ability to troubleshoot technical issues across hardware, software, and networking
• Experience working with third-party IT suppliers
• Strong communication skills with the ability to support non-technical users

What Sets You Apart

• A proactive, solutions-focused mindset with strong attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Strong sense of ownership and accountability for service delivery
• Interest in cyber security and modern workplace technologies
• A collaborative approach and willingness to support wider business needs

Why Join

You’ll be joining a supportive IT team where your contribution directly impacts the day-to-day operations of the business. This role offers strong exposure to a broad range of technologies and the opportunity to develop your skills across infrastructure, security, and service management.

If you’re looking for a hands-on role where you can grow your technical expertise while delivering meaningful support to users, this could be a great next step in your career.