IT Service Desk Analyst

Hoople Ltd; Hereford; On-site; GBP 25,000 - 29,000; Full time

Job summary

Hoople Ltd is seeking a Service Desk Analyst to join the IT Service Desk in Hereford on a hybrid basis. The role focuses on logging customer IT queries, faults and issues via phone, email and e-form, with emphasis on 1st line resolution.

You will deliver excellent customer service and support IT users across 7000+ users in a busy, enterprise environment. Working 37 hours per week, you will join a team that values professional integrity, teamwork and continuous improvement while benefiting from a

Qualifications

• Excellent customer service skills.
• Good all-round knowledge of IT systems and support.
• Some experience of supporting IT users in a business environment.

Responsibilities

• Log customer IT queries, faults and issues via telephone, email and e-form.
• Provide 1st line resolution and service desk support.
• Work in a team-based environment on a busy Service Desk 5 days a week.

Skills

Customer service

IT support

First line support

Telephone support

Problem solving

Job description

About The Role

Job Title: Service Desk Analyst

Hours: 37 per week

Location: Hereford (Hybrid)

Salary: Hoople Band B £24,613 - £29,184 per annum

Contract: Permanent

Closing Date: 6th September 2026

An exciting opportunity has arisen to join the Hoople IT Service Desk, looking after a wide range of public sector and private sector customers and users.

This position is for a full time post working on a busy Service Desk 5 days a week. You will be working in a team-based environment, logging customer IT queries, faults and issues coming in via telephone, email and e-form, as well as focusing on 1st line resolution.

You will have excellent customer service skills and be focused on customer delivery, as well as possessing a good all-round knowledge of IT systems and support. You will have some experience of supporting IT users in a business environment.

This role offers a great opportunity for a technically minded individual to be part of an enthusiastic team and to develop IT skills in an enterprise setting supporting in excess of 7000 users, using enterprise based IT tools, systems and infrastructure.

Hoople offer 26 days annual leave plus Bank Holidays rising to 31days after 5 years’ service, and an Aviva salary sacrifice pension scheme. We also provide a flexible benefits scheme which provides a range of benefits and discounts across retailers, the option to buy or sell annual leave, cycle to work scheme and healthcare plans.

We welcome applicants whatever their personal characteristics or social identity. All requests for flexible working arrangements and reasonable adjustments will be considered.

The following candidates will be interviewed if they meet the essential criteria for the post they are applying for:

• Those who indicate that they have a disability. This is part of our commitment to the “Disability Confident” scheme;
• Those who indicate in their supporting statement that they are an Armed Forces Veteran or Reservist. This is part of our pledgeto support the Armed Forces Covenant.
• Those who indicate in their supporting statement that they are a Herefordshire care leaver. This is part of our commitment to supportingyoung people leaving our care.

Please refer to the Job Description and Person Specification for more details of this role.

About Us

Our vision

To provide excellent business support services to the public sector and those who work with them.

Our mission

Creating and building trusted and sustainable relationships in order to deliver business critical services for our key customers.

Our values

• Passion for improvement - Continuous improvement to develop more effective ways of delivering services for our customers
• Customer focus - Satisfying our customers and helping them to support themselves
• Professional integrity - Bringing the best of our shared technical expertise and professional values to our work
• Mutual support - Whether one-to-one or in teams, we encourage and support each other to strive for excellent performance in all that we do
• Ambition - Our staff are committed to the success of our company in delivering effective services to organisations, communities and individuals