IT Service Desk Analyst | IT Support Analys

Skillframe Ltd; Royal Borough of Kingston upon Thames; On-site; GBP 28,000 - 35,000; Full time

Job summary

Skillframe Ltd in Surbiton is seeking an IT Service Desk Analyst to join an onsite team. The role blends remote and desk-side support within a small IT group, providing user assistance and incident handling.

You will gain training on internal systems while contributing to compliance, documentation and system rollouts, with Monday to Friday on-site hours and a permanent full-time contract.

Qualifications

• Confidence troubleshooting computers, user accounts and connectivity.
• Ability to record issues clearly, work through problems methodically, keep users informed and escalat
• Security-conscious approach and willingness to follow established patching, antivirus and secure-device processes.
• Professional, helpful and customer-focused approach with clear written and verbal communication.
• Organised, reliable and attentive to detail, with sound judgement, confidentiality and a willingness to learn and take ownership.
• Ability to work on site Monday to Friday.

Responsibilities

• Provide user support by telephone, email, remote tools and in person.
• Log, diagnose, resolve and update incidents and service requests, keeping users informed and escalating when required
• Troubleshoot Microsoft 365, hardware, software, printing, Wi-Fi, VPN, access and connectivity issues
• Build, configure, deploy and support laptops, desktops, mobile devices, peripherals.
• Install approved software and support patching, security configuration, compliance checks and remediation.
• Support authorised account, password, MFA and access changes using approved tools.
• Prepare accounts and equipment for joiners, movers and leavers, maintain records
• Maintain audit-ready records and support compliance evidence, audits, vulnerability remediation and security-incident actions.
• Support projects and system rollouts, liaise with approved suppliers and provide diagnostics through to resolution.

Skills

Troubleshooting

Issue recording

Security-conscious

Customer-focused

Organised

On-site work

Tools

Windows 11

Outlook

Teams

OneDrive

Sophos

VPNs

Job description

IT Service Desk Analyst | IT Support Analyst
Location | Surbiton
Hours | Monday - Friday, onsite, 37.5 hours per week
Job Type | Full time, permanent
Salary | £28 - 35.000P.A.
Bring practical workplace IT support experience and a helpful, methodical approach to an on-site team. Training is provided on internal systems, tools and processes.
If you’ve also worked in the following roles, our client would love to hear from you: IT Support Analyst, IT Support Technician, Helpdesk Analyst, Technical Support Engineer, Technical Support Analyst, IT Technician, Desktop Support Engineer.

JOB OVERVIEW

Our client is offering a varied opportunity to someone who enjoys solving practical technology problems and supporting colleagues. The IT Service Desk Analyst will combine remote and desk-side support, account and asset administration.
Working within a small team, the IT Service Desk Analyst will help keep users informed while following clear escalation, security and governance processes.
Training on internal systems, tools and processes will help the IT Service Desk Analyst build knowledge while supporting compliance, documentation, projects and system rollouts.

DUTIES

Your duties as the Service Desk Analyst include:

• User Support and Service Delivery: Provide support by telephone, email, remote tools and in person.
• Incident and Request Management: Log, diagnose, resolve and update incidents and service requests, keeping users informed and escalating when required
• Workplace Technology Support: Troubleshoot Microsoft 365, hardware, software, printing, Wi-Fi, VPN, access and connectivity issues
• Endpoint and Device Management: Build, configure, deploy and support laptops, desktops, mobile devices, peripherals.
• Software, Patching and Compliance: Install approved software and support patching, security configuration, compliance checks and remediation.
• Identity and Access Administration: Support authorised account, password, MFA and access changes using approved tools.
• Joiners, Movers and Leavers: Prepare accounts and equipment, maintain records and upscale unusual or higher-risk requests.
• Information Security and Audit Support: Maintain audit-ready records and support compliance evidence, audits, vulnerability remediation and security-incident actions.
• Projects and Supplier Liaison: Support projects and system rollouts, liaise with approved suppliers and provide diagnostics through to resolution.

CANDIDATE REQUIREMENTS

ESSENTIAL

• Confidence troubleshooting computers, user accounts, hardware, software, printing, connectivity and access issues.
• Ability to record issues clearly, work through problems methodically, keep users informed and escalat
• Security-conscious approach and willingness to follow established patching, antivirus and secure-device processes.
• Professional, helpful and customer-focused approach with clear written and verbal communication.
• Organised, reliable and attentive to detail, with sound judgement, confidentiality and a willingness to learn and take ownership.
• Ability to work on site Monday to Friday.

DESIRABLE

• Knowledge of Windows 11, Outlook, Teams, OneDrive, Sophos, mobile devices, peripherals, Wi-Fi, IP addressing and VPNs.
• Familiarity with Active Directory, Group Policy, endpoint-management or software-deployment tools.
• Awareness of information security and compliance standards, audit evidence or operational controls.