ICT Service Desk Analyst - Customer‑Focused IT Support

px Group; Tees Valley; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

25 days holiday plus bank holidays

Eye test and glasses contribution

Discount benefits site (cinema, gym)

Long Service Awards

ELITE Awards

Job summary

px Group is recruiting an ICT Service Desk Analyst to provide high-quality first-line ICT support across sites in the UK. The role focuses on logging, triaging and resolving incidents and service requests, with strong emphasis on customer-focused communication and adherence to service levels.

You will work with the ICT team to restore services, support onboarding and asset management, and contribute to knowledge articles and process improvements.

Qualifications

• GCSE grades 9-4 including Maths and English or equivalent.
• Experience in an ICT Service Desk, helpdesk or customer-facing technical support role.
• Ability to log, triage, categorise, prioritise and resolve incidents and service requests to SLA.

Responsibilities

• Provide high-quality first line ICT support and log, triage and resolve incidents and requests.
• Work with ICT colleagues to restore service and communicate clearly with users.
• Log and update tickets using the ITSM system and keep users informed throughout ticket lifecycle.
• Assist with onboarding, leavers and asset management activities as required.
• Contribute to knowledge articles and service desk process improvements.

Skills

First line support

Windows 10/11

Microsoft 365

Troubleshooting

Education

GCSEs Maths & English

Tools

ITSM platform

Remote support tools

Active Directory / Entra ID

Job description

px Group is recruiting an ICT Service Desk Analyst to provide high-quality first-line ICT support across sites in the UK. The role focuses on logging, triaging and resolving incidents and service requests, with strong emphasis on customer-focused communication and adherence to service levels.

You will work with the ICT team to restore services, support onboarding and asset management, and contribute to knowledge articles and process improvements.