TheNottingham
Nottingham, Nottinghamshire
About The Role Contract type: Permanent. Hours: Full-time, 35 hours. Location: Head Office, Nottingham (Shift work). Join our team as an IT Service Desk Analyst and become the friendly, first point of contact for colleagues who need help with their technology. In this role, you will be the person everyone relies on when they need support, whether that is through email, phone or a walk up conversation. You will diagnose issues, resolve requests and make sure every colleague receives a smooth, supportive experience. You will play a key part in the day to day running of our IT service desk, ensuring service levels are met, working with IT Procurement and keeping everything moving behind the scenes. By following the Tech Incident Management Process, you will categorise and triage requests accurately, communicate clearly with colleagues and elevate major incidents when needed. If you enjoy helping people, solving problems and being at the centre of making technology work seamlessly across the organisation, this role offers the perfect opportunity to make a real impact. Responsibilities First Line Support & Issue Resolution - Act as the first point of contact for colleagues, handling incidents and requests received via email, phone, Teams messages and walk ups. Ticket Management & Logging - Record all interactions in the ITSM tool, ensuring accurate categorisation, triage and timely updates throughout the incident lifecycle. Operational Support & Service Management - Assist with daily IT operations, maintain service levels and support administrative activities including engagement with IT Procurement. Technical Troubleshooting & Fix Delivery - Diagnose and resolve hardware and software issues, perform installations and upgrades, and validate licensing and costs with Procurement. User Communication & Experience - Provide clear updates on ticket progress, agree resolutions with end users and ensure smooth ticket closure. Knowledge & Continuous Improvement - Maintain knowledge base articles, identify recurring issues, create problem records and contribute to improving support processes and communication. Asset & Equipment Management - Maintain accurate IT asset records, support insurance updates, build and deploy laptops/desktops and manage meeting room equipment setups. Compliance & Daily Operational Checks - Perform daily system and application checks, follow set procedures and support shift based coverage across business hours, including Saturdays. About you Core IT Support Knowledge - Understanding of first line IT support, including end user hardware, mobile devices and basic application support. Microsoft & Device Skills - Familiarity with Office 365, Microsoft Office, Active Directory and end user device management (preferred but not essential). Customer Service Mindset - Strong service focus with the ability to support colleagues professionally and build positive working relationships. Analytical Problem Solving - Able to investigate issues logically, use available resources effectively and contribute to improving processes and knowledgebase content. Prioritisation & Multi Tasking - Capable of managing multiple requests while maintaining clear priorities and delivering consistent support. Operational & ITIL Awareness - Experience in structured or audited environments where ITIL processes are used, with ITIL Foundation desirable. Clear Communication Skills - Communicates well with both users and technical teams, listens actively, writes clear documentation and translates technical issues effectively. Ownership & Growth Mindset - Takes responsibility for incidents and tasks, escalates when needed, works well within teams and is eager to learn and improve. Reward & Benefits Competitive Package - Fair salary benchmarked against market data, annual discretionary bonus, and 29 days holiday plus bank holidays. Health & Wellbeing - Access to Medicash healthcare, mental health first aiders, and a suite of wellbeing resources to support you inside and outside of work. Work Life Balance - 35 hour working week for full time roles, with flexibility to help you perform at your best. Career Growth - Ongoing personal and professional development, we'll support your ambitions and help you grow your potential. Inclusive Culture - Be part of a friendly, values led team that genuinely cares about doing the right thing for colleagues and customers. Giving Back - Use two paid volunteering days each year to support causes close to your heart, through our Samuel Fox Foundation. Sustainability Focus - Join a business committed to reducing its carbon footprint and making a positive impact on the environment. Free access to Octopus Money - Financial coaching & tools that help you plan, manage, and make the most of your money. Embracing Diversity Together We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers. Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers. We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to creating an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.
About The Role Contract type: Permanent. Hours: Full-time, 35 hours. Location: Head Office, Nottingham (Shift work). Join our team as an IT Service Desk Analyst and become the friendly, first point of contact for colleagues who need help with their technology. In this role, you will be the person everyone relies on when they need support, whether that is through email, phone or a walk up conversation. You will diagnose issues, resolve requests and make sure every colleague receives a smooth, supportive experience. You will play a key part in the day to day running of our IT service desk, ensuring service levels are met, working with IT Procurement and keeping everything moving behind the scenes. By following the Tech Incident Management Process, you will categorise and triage requests accurately, communicate clearly with colleagues and elevate major incidents when needed. If you enjoy helping people, solving problems and being at the centre of making technology work seamlessly across the organisation, this role offers the perfect opportunity to make a real impact. Responsibilities First Line Support & Issue Resolution - Act as the first point of contact for colleagues, handling incidents and requests received via email, phone, Teams messages and walk ups. Ticket Management & Logging - Record all interactions in the ITSM tool, ensuring accurate categorisation, triage and timely updates throughout the incident lifecycle. Operational Support & Service Management - Assist with daily IT operations, maintain service levels and support administrative activities including engagement with IT Procurement. Technical Troubleshooting & Fix Delivery - Diagnose and resolve hardware and software issues, perform installations and upgrades, and validate licensing and costs with Procurement. User Communication & Experience - Provide clear updates on ticket progress, agree resolutions with end users and ensure smooth ticket closure. Knowledge & Continuous Improvement - Maintain knowledge base articles, identify recurring issues, create problem records and contribute to improving support processes and communication. Asset & Equipment Management - Maintain accurate IT asset records, support insurance updates, build and deploy laptops/desktops and manage meeting room equipment setups. Compliance & Daily Operational Checks - Perform daily system and application checks, follow set procedures and support shift based coverage across business hours, including Saturdays. About you Core IT Support Knowledge - Understanding of first line IT support, including end user hardware, mobile devices and basic application support. Microsoft & Device Skills - Familiarity with Office 365, Microsoft Office, Active Directory and end user device management (preferred but not essential). Customer Service Mindset - Strong service focus with the ability to support colleagues professionally and build positive working relationships. Analytical Problem Solving - Able to investigate issues logically, use available resources effectively and contribute to improving processes and knowledgebase content. Prioritisation & Multi Tasking - Capable of managing multiple requests while maintaining clear priorities and delivering consistent support. Operational & ITIL Awareness - Experience in structured or audited environments where ITIL processes are used, with ITIL Foundation desirable. Clear Communication Skills - Communicates well with both users and technical teams, listens actively, writes clear documentation and translates technical issues effectively. Ownership & Growth Mindset - Takes responsibility for incidents and tasks, escalates when needed, works well within teams and is eager to learn and improve. Reward & Benefits Competitive Package - Fair salary benchmarked against market data, annual discretionary bonus, and 29 days holiday plus bank holidays. Health & Wellbeing - Access to Medicash healthcare, mental health first aiders, and a suite of wellbeing resources to support you inside and outside of work. Work Life Balance - 35 hour working week for full time roles, with flexibility to help you perform at your best. Career Growth - Ongoing personal and professional development, we'll support your ambitions and help you grow your potential. Inclusive Culture - Be part of a friendly, values led team that genuinely cares about doing the right thing for colleagues and customers. Giving Back - Use two paid volunteering days each year to support causes close to your heart, through our Samuel Fox Foundation. Sustainability Focus - Join a business committed to reducing its carbon footprint and making a positive impact on the environment. Free access to Octopus Money - Financial coaching & tools that help you plan, manage, and make the most of your money. Embracing Diversity Together We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers. Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers. We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to creating an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.