Cloud-First IT Service Desk Analyst | Customer Support

Newtonimpact; Kingston Bagpuize; Hybrid; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Life Assurance

Income Protection

Pension contributions

25 days holiday

Company performance bonus

Job summary

Newton is seeking a Service Desk Analyst to support staff across the UK with IT issues, incident handling and service requests. The role emphasizes customer service, timely triage, and collaboration with IT teams and suppliers.

You will deliver inductions, improve SOPs, and support onboarding while maintaining documentation and contributing to continual service improvements. Travel to London may be required occasionally.

Qualifications

• Excellent customer service skills across IT support.
• Strong problem-solving and escalation management abilities.
• Clear, proactive communication with stakeholders.
• Ability to work in a collaborative team and manage multiple priorities.

Responsibilities

• Triaging tickets quickly and accurately in the service desk.
• Follow incident and service request processes to resolution.
• Deliver IT inductions and keep onboarding materials current.
• Build relationships with key stakeholders and suppliers.
• Follow and improve standard operating procedures.
• Create workplace documentation for quick issue resolution.
• Support personal development and upskilling of teammates.
• Escalate complex issues to relevant teams for swift fixes.
• Assist in project work and process improvements.
• Be an end-user advocate and promote a great IT service.
• Participate in change and problem management within Newton.

Skills

Customer service

Escalation management

Problem solving

Communication

Team player

Adaptability

Tools

FreshService

ServiceNow

ITSM tools

Job description

Newton is seeking a Service Desk Analyst to support staff across the UK with IT issues, incident handling and service requests. The role emphasizes customer service, timely triage, and collaboration with IT teams and suppliers.

You will deliver inductions, improve SOPs, and support onboarding while maintaining documentation and contributing to continual service improvements. Travel to London may be required occasionally.