Service Desk Analyst/Helpdesk Analyst

Service Desk Analyst/Helpdesk Analyst

Duration: To 29th January 2027 initially

We are seeking an experienced and customer-focused Service Desk Analyst to provide first-line IT support within a busy operational environment.

Responsibilities

• Act as the first point of contact for IT incidents and service requests.
• Provide support via telephone, email, self-service portal and walk-up channels.
• Log, prioritise and manage incidents using a Service Management system.
• Resolve hardware, software and user access issues or escalate where required.
• Maintain accurate ticket records and ensure service levels are achieved.
• Configure and support desktops, laptops, mobile devices, printers and associated software.
• Deliver excellent customer service and communicate effectively with users of varying technical ability.

Sought

• Previous Service Desk or 1st Line IT Support experience.
• Experience supporting multiple customer contact channels.
• Experience using Service Management tools.
• Good knowledge of Microsoft Windows and Microsoft 365/Office applications.
• Understanding of incident and request management processes.
• Experience working to service level agreements (SLAs) and performance targets.
• Experience configuring and supporting a range of IT hardware and software.
• Strong troubleshooting and problem-solving skills.
• Experience supporting users with varying levels of IT knowledge.
• Excellent customer service and communication skills.
• Strong organisational and time management abilities.
• Able to prioritise workloads in a fast-paced environment.
• Team player with a proactive and professional approach.
• Committed to delivering high-quality IT support and continuous improvement.