IT Service Desk Analyst

Biffa; High Wycombe; On-site; GBP 20,000 - 30,000; Full time

Job summary

Biffa is looking for a Service Desk Analyst to provide 1st line IT support across the group. The role involves managing customer tickets, ensuring compliance with service standards, and maintaining effective communication with IT teams, all while working in a dynamic office environment.

Qualifications

• Excellent communication skills required.
• Ability to learn quickly and manage workload.
• Proficiency in Microsoft Office packages.

Responsibilities

• Handle customer incident or request tickets professionally.
• Ensure timely resolution or escalation of incidents.
• Log tickets with relevant third parties.

Skills

Communication

Customer service

Proficiency with Microsoft Office

Workload management

Job description

The Service Desk Analyst provides 1st line support for all IT, telephony, network, and application issues across the group. All incidents must be logged, managed, and resolved within agreed SLAs, with escalation to senior colleagues when necessary. The role requires excellent communication skills, a passion for customer service, and the ability to learn quickly. This is an office-based position, operating from 7am to 6pm, Monday to Friday, with a rota to cover these hours.

Your core responsibilities

1. Handle customer incident or request tickets professionally.
2. Answer calls and respond to emails regarding new and existing tickets.
3. Obtain accurate information at the time of ticket logging.
4. Ensure timely resolution or escalation of incidents and requests, with regular updates to users until resolution.
5. Log tickets with relevant third parties.
6. Comply with Service Desk standards, policies, and procedures.
7. Maintain relationships with other IT teams through effective communication.
8. Identify and implement process improvements.
9. Update Knowledge Base articles as needed.
10. Assist with training new Service Desk staff.

Additional requirements include proficiency with all Microsoft Office packages and effective workload management to meet deadlines.

Biffa – we’re changing the way people think about waste

At Biffa, we love working with waste—turning it into sustainable power, finding new ways to recycle, or keeping it off the streets. With over 11,000 employees nationwide, we offer rewarding careers that are challenging but never dull.

We champion diversity and equality, believing that different ideas, perspectives, and backgrounds foster a creative and effective working environment.