IT Service Desk Analyst

About the Company

City Electrical Factors (CEF), established in 1951 in Kenilworth, UK, has expanded into a leading electrical wholesale and manufacturing enterprise with more than 400 branches in the UK and operations in the USA, Canada, Spain, and Australia. Their IT and data teams are innovating by modernizing legacy systems, implementing cloud solutions, and integrating AI technologies to enhance customer experiences.

Role Overview

As an IT Service Desk Analyst, you will be the primary contact point for IT support requests, responsible for managing and resolving incidents efficiently while collaborating within a shift-based team to cover business hours. This role involves supporting core ERP and business applications and assisting in improving support processes.

Key Duties

• Serve as the initial responder for all IT support inquiries via phone, email, self-service portals, and in person.
• Accurately log, classify, prioritize, and track Incidents, Service Requests, and Procurement tickets.
• Resolve issues during first contact when feasible and escalate others to appropriate teams with comprehensive handover details.
• Collaborate effectively within a shift-based environment to ensure continuous support coverage.
• Provide frontline assistance for ERP modules including Sales, Purchase, Stock, and Reporting functionalities.
• Assess application issues to determine immediate fixes or further investigation needs.
• Conduct deeper problem analysis to reduce unnecessary escalations.
• Detect recurring problems and propose enhancements to support workflows.
• Coordinate with Application Support and Development teams to troubleshoot complex incidents.

Required Skills and Experience

• Excellent communication capabilities delivering clear, professional, and empathetic interactions across multiple channels.
• Strong problem-solving mindset with commitment to follow issues through to resolution.
• Technical aptitude and curiosity about IT systems and software operations.
• Proficient in Microsoft Office and familiar with standard IT environments and tools.
• Skillful in prioritizing and decision-making based on situational data.
• Consistent adherence to processes, especially under pressure.
• Team-oriented with the ability to collaborate and clearly communicate during shift handovers.
• Self-motivated with a strong eagerness for learning and professional growth.

Preferred Experience

• Background working in a service desk, help desk, or IT support capacity.
• Knowledge of ERP or business application workflows, such as sales, stock management, or purchasing.
• Understanding of ITIL concepts and incident/change management practices.
• Familiarity with Jira Service Desk or equivalent ticketing platforms.
• Relevant IT certifications like CompTIA, Microsoft, or ITIL Foundation.