Desktop Support Analyst - Derby

Camdfas; East Midlands; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Annual performance bonus

25 days holiday

Pension contributions

Life Insurance

Study support

Employee Assistance Programme

Wellhub wellness platform

Free parking

Job summary

Brightwell is seeking a Desktop Support Analyst based in Derby with a strong focus on providing deskside assistance and on-site point of contact for third parties. You will maintain clear communication with Brightwell, vendors and the business, ensuring IT processes are followed and SLAs met.

The role involves working primarily on-site at Derby with some days in Chesterfield, and you will handle incidents, triage, and collaborations across teams to keep business operations running smoothly.

Qualifications

• 3+ years in desktop support or service desk environment.
• Strong knowledge of Windows OS and Microsoft 365.
• Experience working with third-party vendors and internal teams.

Responsibilities

• Provide onsite and remote hands-on desktop support to ensure continuous operations.
• Follow ITIL incident and change processes with SLA adherence.
• Coordinate with vendors and internal teams to resolve complex issues quickly.
• Act as second point of contact for escalated first-line service desk cases.
• Support testing of technology changes to ensure system stability.

Skills

Windows

Microsoft 365

ITIL processes

ServiceNow

End-user support

Stakeholder communication

Tools

ServiceNow

Remote desktop tools

Microsoft 365 Admin

Job description

Location: Derby

An exciting opportunity has come available for a Desktop Support Analyst to join the growing team at Brightwell. In this key role, you will be responsible for providing deskside assistance to Brightwell users, providing an onsite point of contact for 3rd parties and providing assistance with IT related issues. Additionally, the Desktop Support Analyst will maintain strong communication lines between Brightwell, the third‑party vendors and the business adhering to Brightwell practices.

The role is based primarily on‑site at Derby, with an expectation of 3 days in the Derby office and 2 days at the Chesterfield office, adjusting as required.

What you’ll do:

• Provide onsite desktop support and remote hands‑on support to the business to ensure the business is continuously able to operate efficiently and effectively.
• Follow ITIL processes, focusing on Incident and Change Management, to ensure consistent and controlled service delivery.
• Ensure third‑party vendors and the business adhere to IT processes in line with SLAs and Brightwell policies, to maintain compliance and service quality.
• Act as the second point of contact for escalated first‑line service desk cases across network and desktop areas, to ensure timely resolution of complex issues.
• Triage incidents and engage the correct technology group(s), coordinating where multiple teams are involved, to drive efficient and accurate issue resolution.
• Support the Service Delivery Manager in testing technology changes, to ensure systems are stable and available for the next working day.
• Escalate high‑priority incidents and issues to the Service Delivery Manager, to ensure appropriate visibility and timely intervention.
• Assist the Service Delivery Manager with audit reviews by providing evidence, to ensure technology remains auditable throughout the year.
• Monitor technology security practices and proactively identify and elevate potential or actual breaches, to protect organisational systems and data.
• Maintain policy and process documentation, to ensure information remains accurate, up to date, and accessible.
• Provide metrics and Management Information (MI) to relevant stakeholders, to support informed decision‑making and performance tracking.
• Participate in on‑call support when required, to ensure business continuity and issue resolution outside standard hours.
• Manage IT peripherals to ensure they remain fit for purpose and fault‑free, to support reliable end‑user operations.
• Use ServiceNow for ticketing and asset management, to ensure accurate tracking and effective management of IT peripherals, assets, and licences.
• Other duties, as required.

This role would suit someone with:

• Good working knowledge of Windows operating systems and Microsoft 365, including associated applications
• Proven experience of troubleshooting end‑user IT issues across Windows, Microsoft 365, and common business applications
• Experience working in a desktop support or service desk environment (typically 3+ years or equivalent)
• Ability to learn and adapt to new and changing technologies
• Strong customer service and user‑facing communication skills
• Effective verbal and written communication skills, with the ability to engage stakeholders at all levels
• Strong diagnostic and analytical skills
• Experience of incident triage and working with competing priorities in a high‑volume support environment
• Ability to work effectively under pressure
• Relevant IT support experience and/or formal IT qualifications
• Understanding and confident use of technical terminology
• Strong interpersonal and stakeholder management skills
• Experience of working with third‑party suppliers and support teams
• Ability to manage workload and prioritise tasks appropriately within a dynamic environment
• Professional and positive approach to work.

Desirable:

• O365 admin and other Azure admin services
• SharePoint administration
• Networking experience e.g. patching, testing, VLAN organisation
• Teams room conferencing systems
• File integration software, e.g. Boomi, Go Anywhere
• 8x8 or other Telephony platform management
• Egress platforms or similar
• Experience working in the Finance sector

Why Brightwell?

As a Brightwell colleague, you will enjoy a competitive salary, hybrid work practices, professional development, career development, and a great benefits package including:

• Annual performance bonus of up to 7%.
• 25 days holiday (increasing to 30 with service) plus bank holidays.
• A pension with 15-17% employer contributions (depending on age).
• 8 x salary Life Insurance.
• Generous family friendly policies, including up to 26 weeks full pay (maternity, adoption and paternity leave)
• Free health assessments.
• Health cash plan.
• Professional study support.
• Employee Assistance Programme and free Wellhub wellness network platform access.
• Free parking.

Building an inclusive work environment:

Brightwell is committed to developing and maintaining an inclusive culture, ensuring that behaviours, working practices, and policies promote fair treatment and access to development opportunities for every colleague. We value the benefits a diverse workforce can bring and want Brightwell to be a place where all colleagues can thrive, feel that they belong, are valued, and contribute to our success. This is underpinned by Brightwell’s RISE corporate values: Responsible, Impactful, Supportive & Expert.