IT Service Desk Analyst

Role overview

The Service Desk Analyst will deliver first-line support for IT, telephony, network, and application-related problems across the organisation. The role involves making sure every incident is recorded, tracked, and resolved within the agreed service levels, with escalations handled appropriately when needed. This is an office-based position, and the desk operates from 7:00 am to 6:00 pm, Monday to Friday, so rota cover is required.

Key responsibilities

• Manage user incidents and service requests in a courteous, professional way.
• Take incoming calls and reply to emails about both new and existing tickets.
• Capture complete and accurate issue details when logging tickets.
• Work towards resolving issues quickly, ideally during the first contact, or escalate them and keep users informed until closure.
• Raise and follow up tickets with external third-party providers where required.
• Follow the organisation's Service Desk standards, processes, and policies.
• Build effective working relationships with other IT teams through regular, constructive communication.
• Suggest and support improvements to service desk processes.
• Maintain and update knowledge base articles when necessary.
• Help train and support new members of the Service Desk team.

Essential requirements

• At least 12 months of Service Desk experience.
• Strong working knowledge of Microsoft Office and related Microsoft tools.
• Proven ability to organise your own workload efficiently while meeting strict deadlines.

About the employer

The company focuses on transforming the way people view waste, with work that includes generating sustainable energy, increasing recycling, and helping keep communities clean. The organisation employs more than 11,000 people across the country and aims to offer work that is rewarding, engaging, and varied. It also places strong emphasis on diversity and equality in the workplace.

Working arrangement

This is an on-site office role. The Service Desk operates between 7:00 am and 6:00 pm, Monday to Friday, and staffing is covered through a rota.