Global Service Desk Analyst | First‑Line IT Support

JATO Dynamics; Uxbridge; On-site; GBP 26,000 - 38,000; Full time

Job summary

JATO Dynamics is seeking a proactive Service Desk Analyst to join the Technology Team in Uxbridge. You will provide first-line IT support for hardware and software to colleagues globally, monitoring tickets in Jira and contributing to knowledge base articles.

The role requires on-site work 4-5 days/week, 08:00–18:00, on a rotating shift pattern. Strong communication across regions is essential.

Qualifications

• Experience in a service desk environment.
• Understanding of ITIL principles (desirable).
• Experience with Office 365 apps (SharePoint, Teams).
• Proficiency with Windows and Active Directory.
• Experience with ITSM tools (preferably Jira).
• Knowledge of Web applications management.
• Excellent verbal and written communication.

Responsibilities

• Monitor the Service Desk queue within Jira and reassign tickets as needed.
• Troubleshoot and fix faulty user equipment and operating systems.
• Resolve incidents at first point of contact using knowledge base articles.
• Develop and maintain team documentation and knowledge articles.
• Liaise with third party software and hardware suppliers.

Skills

Service desk experience

Windows & Active Directory

Office 365 (SharePoint, Teams)

ITIL knowledge

Jira / ITSM tools

Strong communication

Web applications

Tools

Jira

Job description

JATO Dynamics is seeking a proactive Service Desk Analyst to join the Technology Team in Uxbridge. You will provide first-line IT support for hardware and software to colleagues globally, monitoring tickets in Jira and contributing to knowledge base articles.

The role requires on-site work 4-5 days/week, 08:00–18:00, on a rotating shift pattern. Strong communication across regions is essential.