Job Description

Posted 1 week ago

This is an exciting opportunity to join the UK IT Service Desk, working in a dynamic and fast-paced environment. The role is based in our Lutterworth Head Office. You will be working with an established small team, reporting into the Group IT Service Manager.

As a Service Desk Analyst, you will be providing 1st and 2nd line support to our UK colleagues, in the day-to-day use of their IT equipment and business applications. You will also need to liaise with internal technical support teams and vendors at times, depending on the technical complexity. We always aim to resolve as much as we can at the first point of contact to minimise any disruption for our colleagues. Another key aspect of the role is request fulfilment, including processing new starters, movers, and leavers, (and associated hardware and user accounts) in line with our underpinning policies and SLAs.  

We are looking for an individual with some experience of working in an IT Service Desk environment. Support will be provided through the Service Management tool (ServiceNow), Microsoft Teams, over the phone, and face-to-face. The ideal candidate will have excellent customer service skills, be able to multi-task, prioritise, recognise trends, and have a positive attitude.

The package would offer a competitive salary, a healthcare scheme, pension, 25 days holiday plus bank holidays and life assurance x2 contractual salary. The role is office-based. Office hours are Monday-Friday (shift work from 07:30 – 17:00)

Responsibilities include:

Incident management and effective prioritisation of colleague IT issues. (>80% of incidents raised through self-service)

Request fulfilment – including processing Starters, Movers & Leavers, processing hardware requests, and ad-hoc requests from the business

Ensuring Group IT policies pertaining to the delivery of IT Services, including but not limited to: Incident, Problem and Change Management, Asset Management, are always adhered to.

Supporting users (colleagues) with hardware, software, and cloud applications.  

Ensuring all tasks are complete and meet agreed SLA targets. These can include audit tasks. (peer reviews)

Managing, maintaining, and promoting use of our knowledge base and self-service tool, ensuring a high level of data quality.

Ideally, the candidate will have:

An excellent telephone manner with strong customer service skills and the ability to deal with customers at varying levels.

Some knowledge of ITIL or other industry-recognised IT frameworks.

Good organisational skills, with the ability to multi-task, prioritise and work under pressure to meet deadlines.

A strong team-player, but also self-motivated and able to manage their time and workload effectively.

Knowledge of Windows 10/11 and MS Office 365 suite.

Experience supporting laptops/printers/peripherals and conference equipment.

Experience of incident call logging and management (ServiceNow), remote support, basic network & telephony knowledge.

Some knowledge of Active Directory, SCCM and Intune.

Other things to note:

Some UK travel may be necessary on occasion.

Training will be provided where appropriate, as part of a development plan.

For further information please contact the Recruitment Team on (phone number removed) or .  If you do not hear within 6 weeks of your application, please assume your application has been unsuccessful

Skills: