IT Service Desk Analyst

Job overview

We are seeking a customer-focused and proactive IT Service Desk Analyst to join our IT team. Acting as the primary point of contact for IT support, you will provide first-line technical assistance to users across the organisation, ensuring a high-quality and efficient service is delivered in line with agreed Service Level Agreements (SLAs).

This is an excellent opportunity for an IT professional who enjoys problem-solving, delivering outstanding customer service, and working in a fast-paced support environment.

Key Responsibilities

• Act as the main point of contact for all IT Service Desk enquiries, incidents, and service requests.
• Provide first-line technical support for desktops, laptops, mobile devices, peripherals, applications, and IT systems.
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues within agreed SLAs.
• Log, manage, and prioritise incidents and service requests using the IT service management system.
• Escalate complex issues and requests to 2nd and 3rd line support teams, or external suppliers, ensuring timely resolution.
• Keep users informed of progress and resolutions, delivering excellent customer service throughout.
• Maintain accurate records of incidents, requests, and solutions.
• Contribute to continuous improvement initiatives and knowledge base documentation

You will be required onsite 5 days a week based at our site at Littlemore Mental Health Centre.

Main duties of the job

Provide first-line IT and telecommunications support as part of the IT Service Desk team, delivering excellent customer service and technical assistance to users across the organisation. Act as a primary point of contact for IT-related queries, troubleshooting and resolving a wide range of issues remotely using support tools where possible. Monitor and manage service desk requests, maintain accurate records within the call logging system, support user account administration, and ensure incidents and service requests are handled efficiently and escalated appropriately when required.

Detailed job description and main responsibilities

We hope that the advert has given you a clear understanding of the skills we are seeking and the opportunity at hand. You will need to use the “supporting statement” element of your application form to demonstrate your suitability for this role and you should refer to the job description, person specification and the guidance notes attached to this role to help you tailor your application. The essential and desirable criteria will be used to shortlist for interview and you should ensure that you refer to these within your application to increase your chances of being selected for interview. We are aware that some candidates may choose to use AI tools to support their application. We kindly remind applicants that submissions should remain an honest and accurate representation of their experience and must take care to ensure the use of AI tools does not generate an application that does not accurately reflect their knowledge, skills and values.

Applicant requirements

You must have appropriate UK professional registration.

This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.