Service Desk Analyst

Service Desk Analyst - Hinkley

• Act as the first point of contact for all IT-related queries via telephone, email, and web portal.
• Log, update, and manage incidents and service requests in line with SLAs.
• Provide first-line investigation, diagnosis, and resolution where possible.
• Escalate and coordinate unresolved issues with 2nd and 3rd line teams and third party suppliers.
• Take full ownership of incidents and requests, ensuring clear communication throughout.
• Record and classify all incidents and requests accurately.
• Monitor progress and ensure timely resolution to customer satisfaction.
• Analyse incidents to identify trends and recurring issues.
• Maintain and update the knowledge base and Known Error Database.
• Act as the point of contact for IT hardware and software purchasing queries.
• Provide guidance, quotes, purchase requisitions, and purchase orders.
• Coordinate delivery of IT equipment to sites.
• Maintain accurate CMDB records for hardware and software assets.
• Act as a contact point for security related incidents and ensure correct processes are followed.
• Process IT access for new starters and leavers, including account creation and removal.
• Maintain accurate user and customer records across systems.

• Strong customer service and communication skills.
• Ability to manage multiple tasks while working to SLAs.
• A proactive, "can do" attitude with a strong sense of ownership.
• Experience working in an IT Service Desk or support environment (desirable).
• Confidence working with customers, suppliers, and internal stakeholders.
• Organised, detail focused approach with good problem solving skills.

• Generous holiday entitlement, increasing with years of service, plus the opportunity to purchase further holidays.
• A wide range of corporate discounts.
• Cycle to Work schemes.
• Comprehensive pension plan.
• Competitive family leave policy.
• Regular Save as You Earn share purchase scheme.
• Private medical scheme options are available for all salaried employees, and our employee assistance programme also provides free 24/7 support to those who need it.
• Paid for yearly membership to one recognised professional association relevant to your role.

As a Disability Confident employer, we are committed to offer an interview to any candidate with a long term health condition or disability that meets the essential criteria for the advertised position. Please contact the Resourcing Partner listed within the job advert if you believe this applies to you. We will also discuss any adjustments required for your interview.