IT Service Desk Analyst

Hexcel; Duxford; On-site; GBP 30,000 - 38,000; Full time

Job summary

Hexcel is seeking an IT Service Desk Analyst in Duxford, UK to provide first- and second-line IT support in a fast-paced manufacturing environment. You will handle incidents, service requests, and user access, while ensuring SLAs are met and knowledge is shared across the team.

The role requires strong customer service skills, Windows and Microsoft 365 proficiency, and experience with ITSM processes. You will collaborate with global IT teams and assist with onboarding, device management, and

Qualifications

• Combination of education and professional IT experience; degree, diploma or cert preferred.
• Experience providing IT support in a fast-paced environment, ideally in manufacturing or SME/global enterprise.

Responsibilities

• Provide first- and second-line IT support, resolving incidents and service requests within SLAs.
• Serve as the primary contact for end users, diagnosing and resolving hardware, software, network, printing, and access issues.
• Manage tickets in the service management platform with timely updates and escalations as needed.
• Install, configure, deploy and support desktops, laptops, peripherals and mobile devices.
• Administer user accounts, security groups, and email accounts per policy.
• Perform routine maintenance, backups, software updates and other IT tasks.
• Collaborate with global IT teams to identify root causes and improve services.
• Maintain accurate technical documentation and knowledge bases.
• Support onboarding/offboarding and workplace tech initiatives.

Skills

Windows

Microsoft 365

ITSM tools

Active Directory

Customer service

Multitasking

Team collaboration

Education

Degree or IT-related certification

Tools

ServiceNow

Intune

Job description

IT Service Desk Analyst – Duxford, UK

Hexcel, an industry leader in advanced composite materials, is seeking an IT Service Desk Analyst to join our high‑performing IT Service team in Duxford, UK. This role provides first‑line and second‑line support in a fast‑paced manufacturing environment, ensuring business‑critical technology is reliable and users receive a first‑class IT experience.

Key Responsibilities

• Deliver first‑line and second‑line IT support services, ensuring incidents and service requests are resolved efficiently and within agreed Service Level Agreements (SLAs).
• Serve as the primary point of contact for end users, providing exceptional customer service while diagnosing, troubleshooting, and resolving hardware, software, network, connectivity, printing, and access‑related issues.
• Monitor, prioritise, and manage tickets within the Service Management platform, ensuring timely updates, clear communication, and appropriate escalation to specialist support teams when required.
• Perform installation, configuration, deployment, and lifecycle support of desktop and laptop computers, peripherals, mobile devices, and standard business applications in accordance with company standards.
• Administer user accounts, security groups, email accounts, and system access in accordance with corporate security policies, established IT procedures, and access‑management controls.
• Execute routine operational and maintenance activities, including scheduled system checks, backup verification, software updates, and other infrastructure support tasks.
• Collaborate with global IT teams to identify root causes, contribute to problem resolution efforts, and enhance overall IT service delivery.
• Maintain accurate technical documentation, knowledge‑base articles, and support records to promote consistency, compliance, and knowledge sharing across the organisation.
• Support employee onboarding, off‑boarding, and workplace technology initiatives, ensuring users have the equipment, system access, and technical support required to perform their roles effectively.
• Contribute to the continuous improvement of Service Desk operations by identifying recurring issues, recommending process enhancements, and helping drive operational excellence and customer service standards.

Qualifications

• Combination of education and professional experience in Information Technology or a related field, supported by a Degree, Diploma, or recognised industry certification.
• Proven experience providing IT support within a fast‑paced Service Desk, Help Desk, or End‑User Computing environment, ideally within an SME, manufacturing, engineering or global enterprise setting.
• Strong technical knowledge of Microsoft Windows operating systems, Microsoft 365 applications, desktop hardware, and common enterprise technologies, including experience supporting hybrid workplaces, mobile devices, and remote users.
• Demonstrated ability to troubleshoot and resolve hardware, software, connectivity, printing, and account‑access issues using a structured, analytical and methodical approach.
• Experience working with IT Service Management (ITSM) tools and ticketing systems, including incident, request, escalation and service delivery processes.
• Good understanding of Active Directory, user account administration, permissions management and email administration within a corporate environment.
• Excellent customer service, verbal and written communication skills, with the ability to explain technical concepts clearly to non‑technical users and support colleagues across different time zones.
• Strong analytical and problem‑solving skills, with a proactive approach to identifying root causes and implementing effective solutions.
• Proven ability to prioritise competing demands, manage multiple support requests, work independently and maintain attention to detail in a fast‑paced environment.
• A collaborative team player with a positive, professional and service‑oriented attitude; industry certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft certifications or equivalent are advantageous.

Candidates must be eligible to work in the United Kingdom. Hexcel is an equal opportunity employer and we encourage applicants from all backgrounds to apply.