Hybrid Service Desk & Support Analyst (Maternity Cover)

Line Management Group Ltd; Greater London; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Annual Leave 22 days + holidays

Health and Wellbeing programs

Health Cash Plan

Flexible Benefits

Family Friendly Policies

Corporate Volunteering

Bank Holiday Exchange

Long Service Awards

Flexible Working (hybrid)

Development & Recognition

Hybrid working

Job summary

Line Management Group Ltd is seeking a Digital Service & Support Analyst (Maternity Cover) in London. The role focuses on coordinating maintenance and support, using Freshservice to log, prioritise and progress service requests while aligning with contractual SLAs.

You will maintain asset and service records, liaise with engineers and third-party suppliers, and prepare client reports. A strong IT service background and client-facing skills are essential.

Qualifications

• Minimum five GCSEs (A*-C) including Maths or English.
• Three A levels at grades A*-C (or 240 UCAS points).
• ITIL Foundation Certification.
• Bachelor’s degree in information technology, CS, or related field (or equivalent experience).

Responsibilities

• Coordinate day-to-day maintenance and support using Freshservice; log, prioritise and progress tickets.
• Act as first point of contact for routine client queries with clear progress updates.
• Monitor service levels, planned maintenance and actions; escalate risks as needed.
• Prepare routine client reports and service performance information.

Skills

Service coordination

Client communication

ITIL Foundation

Freshservice/ServiceNow

MS Office proficiency

Education

Bachelor’s degree in information technology or related

GCSEs including Maths or English

Tools

Freshservice

ServiceNow

Monday.com

ConnectIQ

Job description

Line Management Group Ltd is seeking a Digital Service & Support Analyst (Maternity Cover) in London. The role focuses on coordinating maintenance and support, using Freshservice to log, prioritise and progress service requests while aligning with contractual SLAs.

You will maintain asset and service records, liaise with engineers and third-party suppliers, and prepare client reports. A strong IT service background and client-facing skills are essential.