IT Service Desk Analyst

Datcom; Grantham; On-site; GBP 25,000 - 34,000; Full time

Job summary

Datcom is hiring a Service Desk IT Analyst to provide high-quality desktop, server and networking support for a select group of clients. The role is office-based in Grantham with potential hybrid work after probation and requires a full UK driving licence for client visits.

You will work as part of a collaborative IT team, delivering responsive service and ensuring client satisfaction while following Datcom policies and continuously improving service desk processes.

Qualifications

• Experience providing remote and on-site IT support.
• Incident, service and problem management.
• Maintain accurate service desk documentation.
• Follow Datcom policies and procedures.
• Must hold a full UK driving licence and live within commuting distance to Grantham.

Responsibilities

• Provide remote and onsite support to Datcom clients.
• Incident, service and problem management.
• Identify documentation requirements and seek continual improvement.
• Ensure the service desk database is kept up to date.
• Understand and follow all Datcom policies and procedures.

Skills

MSP service desk experience

IT support experience

UK driving licence

Right to work in UK

Driving eligibility to Grantham

Job description

We are currently recruiting for a Service Desk IT Analyst . The role of a Service Desk IT Analyst is to provide high-quality desktop, server and networking support along with exceptional customer service to a small selection of clients within the designated support pod.

What does this role involve?

This role is primarily office-based, working from our Grantham office, with the potential for hybrid working arrangements after the probation period. Travel to customer sites will be required so applicants must hold a full UK driving licence. A fleet of vehicles are available for client visits as and when needed.

Teamwork

You’ll be a strong team player who enjoys working collaboratively with colleagues across IT and the wider organisation. You’ll share knowledge, support your teammates, communicate effectively and work together to resolve issues quickly, while maintaining a friendly, professional and customer-focused approach.

Provide a friendly, responsive and professional service, ensuring clients feel supported, valued and kept informed throughout.

Skills and experience

We encourage candidates of all backgrounds and capabilities to apply, although it’s essential that your values and experience align with this role’s key responsibilities. To be successful you will:

• Provide remote and onsite support, with exceptional customer service to Datcom clients.
• Incident, service and problem management.
• Identify documentation requirements, aim for continual improvement to make the client experience the best and suggest internal improvements to make service desk processes as efficient as possible.
• Ensure the service desk database is kept up to date.
• Understand and follow all Datcom policies and procedures.

What we are looking for

• Some IT experience on an MSP service desk would be beneficial
• Previous experience in a IT support role
• Full Right to Work in the UK
• Must live in commutable distance to Grantham
• Must be able to drive

Join Datcom

From flexible working arrangements and time-matched volunteer hours to online fitness classes and mental health support, at Duncan & Toplis we're committed to helping our people maintain a healthy and balanced lifestyle.

We help our team to develop their talents and encourage ambitious individuals to progress their careers and expand their professional and personal capability with fully supported training and CPD.

Our values of trust, partnership, and inclusivity are at the forefront of everything we do.