IT Service Desk Analyst

Frasers Group; Clayton-le-Moors; On-site; GBP 30,000 - 40,000; Full time

Job summary

A retail group in the UK is looking for an IT Service Analyst based in their Accrington office. This hands-on role is responsible for monitoring, supporting, and improving IT services to meet business needs. Key responsibilities include diagnosing and resolving IT issues, maintaining technical documentation, and collaborating with internal teams and third-party vendors for efficient service delivery. Applicants should have experience in incident management and a strong ability to assist in service improvement initiatives.

Qualifications

• Experience in incident management and service request fulfilment.
• Strong problem analysis skills.
• Ability to maintain documentation accurately.

Responsibilities

• Diagnose and resolve IT issues efficiently while providing exceptional service.
• Assist in service improvement initiatives to enhance IT operations.
• Collaborate with teams and vendors to resolve technical issues.

Job description

As the primary IT support professional at our Accrington office, the IT Service Analyst is a hands-on, on-site role responsible for monitoring, supporting, and improving IT services to meet business needs and deliver an excellent user experience. This role covers incident management, service request fulfilment, problem analysis, and the implementation of continuous improvement initiatives. The IT Service Analyst acts as a key liaison between end-users, IT teams, and third-party suppliers, ensuring timely and effective IT service delivery. Responsibilities include:

• Diagnose and resolve IT issues efficiently while providing exceptional service
• Maintain and create technical operating procedures
• Assist in service improvement initiatives to enhance IT operations
• Collaborate with internal teams and external third-party IT vendors to resolve technical issues promptly
• Maintain accurate documentation of incidents, service requests and resolutions
• Log and track third-party change or maintenance requests