IT Service Desk Analyst

EMCOR UK; Greater London; Hybrid; GBP 30,000 - 38,000; Full time

Job summary

A leading facilities management company is seeking an IT Service Desk Analyst to provide exceptional support to internal customers. The role involves troubleshooting technical issues, managing tickets, and ensuring customer satisfaction. This position offers a hybrid work model and a competitive salary, along with numerous benefits including holiday schemes and professional development opportunities.

Benefits

25 Days Holiday + BH

Flex Benefits

Holiday Buy Scheme - up to 5 days

Learning & development opportunities

Discount shopping

Medicash health plan

Employee Assistance Programme

Occupational health services

Qualifications

• Previous support experience in a service/help desk environment.

Responsibilities

• Provide exceptional customer service and technical support.
• Diagnose and resolve technical issues, documenting resolutions.
• Manage ticketing system and ensure SLA adherence.

Skills

Customer Service

Problem Solving

Communication

Analytical Skills

Education

Basic knowledge of ITIL v3 or v4

Tools

Active Directory

Microsoft Office Suite

IT ticketing systems

Job description

Job Description

Location: Surbiton/Hybrid

Salary: Up to £37,500 DOE

Working hours: 08:00am - 16:00pm & 10:00am - 18:00pm shifts Monday - Friday. Out of hours 18.00 – 21.00 weekday nights and 10.00 – 16.00 on weekends/bank holidays on call

Benefits: 25 Days Holiday + BH, Flex Benefits (EMCOR UK discount scheme)

Security Clearance: Will Be Required

About EMCOR UK

At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritize people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to “create a better world at work”. Using our unique insight platform, "One Data World," we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers’ evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business.

The IT Service Desk Analyst provides a key 1st point of contact for all internal customers, with incidents and requests made to the IT Service Desk through phone calls, email or the IT request portal.

The role encompasses the ownership, co-ordination and resolution of any issue or request received into the department. A wide and comprehensive level of technical ability and awareness is required to cover the support areas provided by the team.

Responsibilities

• Customer Service: Provide exceptional customer service, ensuring a positive experience for all users and offering clear communication during troubleshooting.
• Technical Support: Provide timely and accurate IT support via phone, email, chat, or portal for hardware, software, network, and access issues.
• Incident Management: Diagnose and resolve technical issues, documenting resolutions in the ticketing system for knowledge sharing.
• Ticket Management: Ensure tickets are assigned to the correct SLA based on priority.
• SLA Adherence: Manage open issues proactively to meet SLA targets.
• User Assistance: Support software installations, upgrades, and configurations, ensuring compliance with IT policies.
• Troubleshooting: Resolve hardware issues including desktops, laptops, printers, and peripherals in a Windows environment.
• Escalation Management: Escalate unresolved issues appropriately and track progress.
• Documentation: Maintain IT documentation and update the knowledge base to streamline troubleshooting.
• System Access and Security: Assist with user account management within security guidelines.
• Asset Management: Manage and distribute mobile, computing, and software assets, maintaining the asset database.
• Administration: Handle order management, liaise with third-party suppliers, and produce ad hoc reports.

Person Specification

Education: Basic knowledge of ITIL v3 or v4.

Experience: Previous support experience in a service/help desk environment.

Technical Skills

• Familiar with Windows 11, Android, iOS.
• Proficient in Microsoft Office Suite.
• Experience with Active Directory, Office 365, basic networking (DNS, DHCP, VPN).
• Knowledge of IT ticketing systems (e.g., ServiceDesk Plus, ServiceNow) preferred.
• Experience with remote desktop tools (e.g., TeamViewer) is a plus.

Soft Skills

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to prioritize and manage multiple tasks.
• Customer-focused attitude.
• Ability to work independently and as part of a team.

Additional Information

We embrace diversity and encourage applications from all backgrounds. We are committed to equal opportunities and fostering an inclusive environment.

Benefits

• 25 days holiday + Bank holidays
• Holiday Buy Scheme - up to 5 days
• Industry-leading maternity & paternity policies, real living wage employer
• Refer a Friend scheme
• Learning & development opportunities including progression
• Discount shopping, gym, days out
• Bike to Work Scheme
• Medicash health plan
• Employee Assistance Programme
• Occupational health services
• Rewards & Recognition Awards
• Multiple RoSPA awards for health & safety achievements
• Stable employer with long-term prospects