IT Service Desk Analyst

Office Angels; Epsom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A recruitment agency seeks an IT Service Desk Analyst in Epsom to provide technical support in a hybrid work environment. The ideal candidate has over 5 years' experience in service desk roles, excels in troubleshooting, and has proficiency in Windows 11, Microsoft 365, and SCCM. This role offers an opportunity to grow technical and soft skills while making a direct impact on the business. The position includes an excellent benefits package such as an on-site gym and subsidised meals.

Benefits

On-site gym

Subsidised restaurant

Growth opportunities

Qualifications

• 5+ years' experience in a busy Service Desk environment.
• Understanding of the ITIL framework.
• Ability to explain technical issues clearly.

Responsibilities

• Deliver strong technical support.
• Log, prioritise and resolve incidents.
• Collaborate with colleagues and ensure a smooth return to service.

Skills

Strong troubleshooting ability

Excellent communication skills

Customer-first mindset

Strong organisation

Attention to detail

Tools

Windows 11

Microsoft 365

SCCM

Job description

IT Service Desk Analyst

Location: Epsom | Hybrid (3 days office / 2 days home)

Hours: Shift rota between 7am-6pm Mon‑Fri + occasional weekends (Around 1 in 4/5 Saturdays (09:00‑17:00) additional payment is paid)

Salary: Competitive

Join a supportive team & make a real impact

Are you someone who loves helping people, solving problems, and keeping technology running smoothly?

Do you thrive in a busy environment where no two days are the same? If so, our client would love to welcome you to their IT Service Desk team.

They are looking for an experienced 1st / 2nd Line Support Analyst to join their friendly team, supporting colleagues across the business.

What the role will require

As one of their Service Desk Analysts, you'll be the go to expert when colleagues need technical support. What will this involve:

• Deliver strong technical support
• Log, prioritise and resolve incidents and service requests.
• Communicate clearly and confidently with users at all levels.
• Diagnose issues, collaborate with colleagues and third parties, and ensure a smooth return to service.
• Help drive service quality and improvement
• Spot recurring trends and raise problem records.
• Take part in CAB meetings and contribute to change management.
• Work on projects, office moves, and continuous improvement initiatives.
• Build great relationships with users and IT teams.
• Be a trusted partner to the business.
• Provide friendly, professional and empathetic support, especially under pressure.
• Keep users updated regularly and ensure they’re happy with the outcome.
• Create and maintain documentation.
• Ensure assets are tagged, tracked and compliant.
• Work with 3rd line teams to remove threats from the environment.

We'd love to hear from you if you have:

• 5+ years' experience in a busy Service Desk environment
• Strong troubleshooting ability
• Solid working knowledge of Windows 11, Microsoft 365, and SCCM
• Understanding of the ITIL framework
• Excellent communication skills, written, verbal, and in presenting
• A customer‑first mindset and an ability to explain technical issues clearly
• Strong organisation, attention to detail, and the ability to stay calm under pressure

What you will receive:

• Supportive, close‑knit team
• An amazing benefit package, which includes on‑site gym, subsidised restaurant
• Opportunities to grow your technical and soft skills
• A role where you truly make an impact on how the business operates
• Involvement in projects, Power App development, and process improvements
• A culture focused on collaboration, continuous learning, and great customer service

Office Angels is an employment agency and business. We are an equal‑opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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