054 - Service Desk Analyst

Experis IT; Hursley; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT consultancy firm located in Hursley is seeking a dedicated Service Desk Analyst to deliver exceptional technical support. In this role, you will be responsible for managing incoming service requests and ensuring timely resolutions. The ideal candidate will possess strong communication skills and a proactive approach to problem-solving. Benefits include a contributory pension scheme, medical and dental cover, and generous holiday allowances. Join our team and contribute to our mission of outstanding customer service.

Benefits

Contributory pension scheme

Medical and dental cover

Employee Assistance Program

22 days holiday + bank holidays

Maternity, paternity, and shared parental leave

Sick pay

Qualifications

• Eligibility for SC Clearance (or already cleared).

Responsibilities

• Respond to incoming technical support incidents, requests, and changes.
• Manage your personal call queue and ensure timely resolution.
• Communicate updates and maintain ongoing customer engagement.
• Handle password resets and hardware part orders.
• Escalate issues to 2nd & 3rd Line Support when necessary.
• Collaborate with internal teams including Technical Delivery, Development, and Projects.
• Assist in service management reporting and drive process improvements.
• Help ensure SLAs are met across key metrics.

Skills

Strong communication and customer service skills

Ability to manage and resolve technical issues efficiently

A proactive mindset with a focus on continuous improvement

Job description

Service Desk Analyst - Hursley

Location: Hursley - 5 days on site

Clearance Required: Active SC Clearance preferred, or eligibility to undergo SC Clearance

Join Experis - A Global Leader in IT Consultancy

Experis Consultancy is a Global entity with a well-established team with over 1000 consultants on assignment across 20 clients globally. Our UK operation is growing and has very aggressive plans for expansion over the coming years. We form part of the Manpower group of companies that turn over $20 billion a year collectively.

Experis UK have partnerships with major clients across the UK spanning multiple industries; our approach is a very personal one, with both our clients and our own employees. We are passionate about training, technology and career development.

Your Role:

As a Service Desk Analyst, you'll be the first point of contact for technical support, ensuring smooth and efficient resolution of IT issues while delivering outstanding customer service.

Key Responsibilities:

• Respond to incoming technical support incidents, requests, and changes
• Manage your personal call queue and ensure timely resolution
• Communicate updates and maintain ongoing customer engagement
• Handle password resets and hardware part orders
• Escalate issues to 2nd & 3rd Line Support when necessary
• Collaborate with internal teams including Technical Delivery, Development, and Projects
• Assist in service management reporting and drive process improvements
• Help ensure SLAs are met across key metrics

What You'll Bring:

• Strong communication and customer service skills
• Ability to manage and resolve technical issues efficiently
• A proactive mindset with a focus on continuous improvement
• Eligibility for SC Clearance (or already cleared)

Benefits:

• Contributory pension scheme
• Medical and dental cover
• Employee Assistance Program
• 22 days holiday + bank holidays
• Maternity, paternity, and shared parental leave
• Sick pay

If you think you are up for the task and feel you meet the above criteria or interested to hear more information, please contact me

Please note, in the event of a high volume of applications for this role, we will not be able to respond to each individual applicant. Unfortunately, if you have not been contacted within 7 days then we will not be progressing with your application. Thank you for your understanding