May 16, 2022
Job Type
Job Code
Contact Name
Jill Benham


This role contributes to the success of our client by streamlining the incoming and outgoing communications for the IT department and ensuring that IT tickets are prioritised in line with wider business objectives.

The Service Desk Analyst role is critical in ensuring that IT is responding to business requirements in an appropriate order, ensuring that those requirements are met in a timely fashion and the correct audit and security policies are applied.

The ServiceDesk is the Single Point Of Contact (SPOC) for access to all IT services for all company staff. The analyst role is critical to the business‘ perception of both IT as a business function and IT as a service provider to ensuring outstanding customer service at all times within the Company’s key result areas.

Key responsibilities and accountabilities, including but not limited to:

  • Handling incoming calls, tickets and requests for the IT department including supplier contact.
  • Encouraging staff to utilise self-service methods; such as portals and software.
  • Verifying, documenting and chasing information relating to tickets.
  • Monitoring and managing the lifecycle of each ticket.
  • Chasing both engineers and end-users for ticket updates.
  • Performing first-line support to staff at all sites for hardware and software issues.
  • Issuing and returning equipment from movers/leavers and new starters and ensuring asset tracking is up to date.
  • Attending weekly team meetings to raise issues
  • Providing status updates.
  • Attending project and supplier meetings as required in order to be aware of the issues facing the business and IT.
  • Providing estimations and Service Level Agreement (SLA) information to staff.
  • Promoting and encouraging a positive relationship between IT and all other business units.
  • Liaising with other group companies’ IT departments.
  • IT related administrative duties (such as generating orders and returns).
  • Ordering and receiving goods on behalf of IT staff.
  • Deals with escalations from staff, also escalates issues to the Support Manager.
  • Contributes to the delivery of the IT roadmap.
  • Provides input to the project scheduling and management process.
  • Any other duty as required by management commensurate with the post.

Essential Person Requirements:-

  • A-level, GNVQ L3 or equivalent level education
  • Smart and well presented
  • Team player
  • Good communicator at all levels
  • Flexible approach to work
  • Able to prioritise work based on business benefit
  • Willing to perform desk-side visits
  • Energetic and driven to succeed
  • Acts with integrity and professionalism
  • Knows when to ask for help
  • Pays attention to detail
  • Applies logical and lateral thinking to resolve problems
  • Ability to use own initiative
  • Able to demonstrate ability to work effectively in a high pressure environment.
  • Ability to handle incoming information from multiple sources
  • Able to learn quickly from examples and to teach others
  • Recognises the need to assess each request on it’s own merits and not on historical precedence
  • Be able to travel UK & Ireland as required to support business requirements.
  • To be able to travel overseas as required (infrequent)
  • Keep up to date on technical skills and knowledge
  • Attends training as required


Desirable Person Specifications:-

  • Working towards further related qualifications (such as BSc Computer Science or other related subject/award)
  • Experience of end-user support
  • Interest in a long-term career in IT
  • Able to defuse stressful or frustrating situations with professionalism and humour when appropriate
  • Exposure to ITIL
  • Exposure to Agile/Lean methods, especially Kanban
  • Willing to be contacted out of hours in emergencies or for information


Hours: 40 hours per week (between 8 am and 5.30 pm).

Recruiting for a fixed term contract, initially for three months.


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