IT Service Desk Analyst

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

Job summary

A leading company in facilities management is looking for an IT Service Desk Analyst to provide first-line support to internal customers. The role, based in Surbiton with hybrid options, covers incident handling, technical troubleshooting, and ticket management, requiring proficiency in Windows systems and excellent customer service skills. With a salary up to £37,500 based on experience, the position offers a range of benefits including 25 days holiday and opportunities for personal development.

Benefits

25 days holidays + Bank holidays

Holiday Buy Scheme - up to 5 days

Learning & development opportunities

Gym memberships

Employee assistance programs

Referral schemes

Qualifications

• Minimum knowledge of ITIL v3 or v4 required.
• Experience in IT support/help desk environment is necessary.
• Familiarity with ticketing systems and remote desktop tools is a plus.

Responsibilities

• Provide exceptional customer service and IT support for hardware, software, network, and access issues.
• Diagnose and resolve issues, manage tickets for SLA priorities.
• Assist with user account management and IT asset handling.

Skills

Customer service

Communication

Problem-solving

Multitasking

Tools

Windows OS

Office Suite

Active Directory

Office 365

ServiceDesk Plus

ServiceNow

TeamViewer

Job description

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Position: IT Service Desk Analyst

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.

Role Overview

The IT Service Desk Analyst provides a key 1st point of contact for all internal customers, handling incidents and requests via phone, email, or the IT request portal. The role involves ownership, coordination, and resolution of issues or requests, requiring a broad technical skill set.

Responsibilities

• Provide exceptional customer service, ensuring a positive user experience and clear communication during troubleshooting.
• Deliver timely and accurate IT support for hardware, software, network, and access issues.
• Diagnose and resolve technical issues, documenting solutions in the ticketing system.
• Manage tickets to meet SLA priorities and ensure resolution within agreed times.
• Assist users with software installations, upgrades, and configurations, adhering to IT policies.
• Troubleshoot hardware issues including desktops, laptops, printers, and peripherals in a Windows environment.
• Escalate unresolved issues to higher support tiers and track resolutions.
• Create and update IT documentation and knowledge base articles.
• Assist with user account management and system security.
• Manage IT assets and provide administrative support, including order processing and reporting.

Person Specification

• Minimum knowledge of ITIL v3 or v4.
• Experience in IT support/help desk environment.
• Proficiency with Windows OS, Office Suite, Active Directory, Office 365, basic networking (DNS, DHCP, VPN).
• Familiarity with ticketing systems (ServiceDesk Plus, ServiceNow) and remote desktop tools (e.g., TeamViewer) is a plus.
• Strong communication, problem-solving, and multitasking skills.
• Customer-focused attitude, able to work independently and in a team.

Equal Opportunity Statement

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

Additional Benefits

• 25 days holidays + Bank holidays
• Holiday Buy Scheme - up to 5 days
• Industry-leading maternity & paternity policies, Real Living Wage employer
• Referral schemes, learning & development opportunities, discounts, gym memberships, bike schemes, health plans, employee assistance, awards, and recognition programs