Desktop Services Analyst

Encore Capital Group; Hull and East Yorkshire; On-site; GBP 28,000 - 34,000; Full time

Job summary

Wescot Credit Services in Hull is seeking a Desktop Service Analyst to provide second-line IT support onsite, helping colleagues with hardware, software and Microsoft 365 issues. You will troubleshoot, deploy devices and support IT projects, while delivering strong customer service and escalation handling.

The role emphasizes face-to-face and remote support, knowledge sharing, and contributing to continual service improvements within an ITIL-aligned team.

Qualifications

• Experience in a First or Second-Line IT support role.
• Strong troubleshooting across hardware, software and end-user tech.
• Experience with Windows, Microsoft 365 and endpoint devices.
• Understanding of Active Directory, networking and device deployment.
• Good analytical, organisational and prioritisation skills.
• Excellent communication and customer service abilities.
• Self-motivated and able to work independently.
• Familiarity with IT service management processes and documentation.

Responsibilities

• Provide second-line support for incidents and service requests.
• Escalate complex issues and perform detailed troubleshooting.
• Manage and prioritise tickets and project tasks.
• Support hardware, software, M365 and endpoint devices.
• Collaborate with IT colleagues and stakeholders on priorities.
• Contribute to service improvements and deployments.
• Document processes and maintain knowledge articles.
• Follow ITIL practices for incident, request, problem and change.

Skills

IT support

Troubleshooting

Windows

Microsoft 365

Active Directory

Networking

Documentation

ITIL knowledge

Tools

ServiceNow

Intune

SCCM

Azure AD

Job description

Exciting opportunity!

Desktop Service Analyst, Wescot Credit Services, Hull – HU1

Permanent role working 35 hours per week

We are looking for a customer-focused and technically skilled Second Line Technician to join our Desktop Services Team based in Hull. This is a predominantly on-site role, providing a blend of face-to-face and remote support to colleagues across the organisation. You will act as a key escalation point for technical issues, troubleshooting and resolving hardware, software, Microsoft 365, networking and endpoint support incidents while ensuring a high standard of customer service and user satisfaction.

This role is ideal for an experienced IT professional or an ambitious First Line Technician looking to take the next step in their career, combining technical problem-solving with both face-to-face and remote user support. As a visible member of the IT team, you will build strong relationships with users, communicate technical information clearly, and take ownership of issues through to resolution. Alongside day-to-day support activities, you will contribute to IT projects, device deployments and continual service improvements, helping to deliver a professional and responsive IT service across the organisation.

Key Accountabilities & Responsibilities

• Provide second-line support for incidents and service requests, resolving technical issues in line with agreed service levels.
• Act as an escalation point for complex issues, performing detailed troubleshooting and root cause analysis.
• Manage and prioritise support tickets, project tasks and service requests, ensuring users are kept informed throughout.
• Support the deployment, configuration and maintenance of hardware, software, Microsoft 365 services and endpoint devices.
• Collaborate with IT colleagues and business stakeholders to ensure technical priorities align with operational requirements.
• Identify and contribute to service improvements, helping to enhance efficiency, user experience and service delivery.
• Support the implementation of system changes, upgrades and technology projects in accordance with established processes.
• Maintain technical documentation, knowledge articles and support procedures to promote knowledge sharing and service consistency.
• Provide technical guidance and knowledge sharing to first-line colleagues and other IT team members.
• Work within ITIL best practices for Incident, Request, Problem and Change Management, ensuring accurate documentation and process compliance.
• Maintain compliance with Information Security policies and escal ...?
• Deliver excellent customer service through both face-to-face and remote support.
• Support the management of IT assets throughout their life-cycle, ensuring inventory records remain accurate and devices are deployed, recovered and disposed of in line with company policies.

Knowledge, Skills & Experience

• Essential
  • Experience in a First or Second-Line IT support role.
  • Strong troubleshooting and problem-solving skills across hardware, software and end-user technologies.
  • Experience supporting Microsoft Windows, Microsoft 365 and endpoint devices.
  • Understanding of Active Directory, networking, endpoint management and device deployment.
  • Strong analytical, organisational and prioritisation skills, with the ability to manage multiple tasks effectively.
  • Excellent communication and customer service skills, with the ability to support both technical and non-technical users.
  • Self-motivated, proactive and able to work independently using initiative.
  • Understanding of IT service management processes, documentation and best practice.
  • Commitment to continuous improvement and delivering high-quality IT services.
• Desirable
  • ITIL Foundation certification or knowledge of ITIL best practices.
  • Microsoft certifications (Microsoft 365, Azure Fundamentals or equivalent).
  • Relevant IT qualification, apprenticeship or equivalent practical experience.
  • Experience with Intune, Entra ID (Azure AD), MECM/SCCM or similar endpoint management tools.
  • Experience using ServiceNow or other IT Service Management platforms.
  • Experience of IT asset management and device lifecycle processes.
  • Exposure to IT projects, system upgrades and technology deployments.
  • Additional industry-recognised IT certifications.

We are passionate about supporting our local community. We have worked with local primary schools to deliver fun, educational games around the importance of money and debt.

See what your future colleagues say:https://youtu.be/fM3-_4cqZdA?si=JtQgVJNc2KGROvZf(opens in new window)

Diversity and inclusion are very important to us at Wescot, and we value diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone.

**At Wescot we’re regulated by our clients - as such, any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we’re unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK.