IT Service Desk Analyst

TN United Kingdom; United Kingdom; Remote; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a proactive IT Service Desk Analyst to enhance their customer support team. This role offers an exciting opportunity to leverage your IT skills while providing exceptional first-line support to both internal and external clients. You will engage in fault diagnosis, resolving issues promptly, and ensuring customer satisfaction. With a commitment to being one of the top 100 places to work in the UK, the company offers a comprehensive benefits package, including enhanced leave, life insurance, and a pension scheme. If you are self-motivated and thrive in a collaborative environment, this position is perfect for you.

Benefits

Enhanced annual leave

Paid Life Event Day

Paid Volunteering Day

Pension scheme

Life Insurance

Employee Assistance Programme

Share scheme options

Refer a Friend reward scheme

Cycle to Work scheme

Employee benefits discounts

Qualifications

• Experience in a busy, customer-focused Service Desk environment.
• Strong knowledge of ITIL and SaaS applications.

Responsibilities

• Provide first-line application support to internal and external customers.
• Undertake fault diagnosis and resolve issues at first contact.

Skills

Service Desk experience

MS operating systems support

Active Directory

SaaS applications support

Technical problem analysis

ITIL knowledge

Incident Management

Learning aptitude

Teamwork

Customer service focus

Tools

Service Desk tools

Job description

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This is an excellent opportunity to use and build on your current IT skills. As an IT Service Desk Analyst, you will provide first-line application support to both internal and external customers. We are looking for individuals with an aptitude for working with hardware and applications to undertake fault diagnosis and resolve issues at first contact, while delivering excellent customer service.

Key Skills Required:

• Experience working on a Service Desk within a busy, customer-focused environment.
• Experience supporting MS operating systems and software.
• Working experience with Active Directory.
• Skilled in supporting SaaS applications.
• Experience providing technical problem analysis and resolving client issues using Service Desk tools (e.g., Remote Support, FAQs, Troubleshooting Guides, Knowledge Base articles).
• Strong knowledge of ITIL; ITIL Foundation v4 certification is desirable.
• Incident Management experience, including managing customer expectations and communication.
• Aptitude for quickly learning software and systems with minimal instruction.
• Ability to work independently and as part of a team.
• Self-motivated with a focus on delivering excellent customer service.

What’s in it for you?

We aim to be one of the top 100 places to work in the UK. At PeoplePlus, rewards go beyond just pay. Our benefits package includes:

• Enhanced annual leave of 25 days for full-time roles.
• A paid PeoplePlus Life Event Day annually.
• A paid Volunteering Day each year.
• Pension scheme.
• Life Insurance.
• Employee Assistance Programme available 24/7.
• Share scheme options through Sharesave.
• Refer a Friend reward scheme.
• Cycle to Work scheme.
• Access to discounts via our employee benefits portal, Perkbox.