IT Service Desk Analyst – London Onsite

DXC Technology Company; Greater London; On-site; GBP 26,000 - 38,000; Full time

Job summary

DXC Technology in London is seeking a Service Desk Analyst to be the first line of IT support, handling Level 1 and Level 2 incidents within an ITIL-aligned environment, ensuring timely resolution and clear communication.

You will work onsite five days a week, logging and prioritising tickets, troubleshooting across Windows, MS 365, Active Directory, and networking, and collaborating with teammates to maintain high service levels.

Qualifications

• >Experience in an IT Service Desk, Helpdesk or IT Support role, ideally Level 1/2.</br>>Strong troubleshooting across Windows, MS 365, AD, networking, VPN and end-user devices.</br>>Experience with ITSM/ticketing systems such as ServiceNow, BMC Remedy, Ivanti or Freshservice.</br>>Excellent verbal and written communication; able to explain issues clearly to non-technical users.</br>>Strong customer service and a positive user experience mindset.</br>>Methodical troubleshooting and ability to handle competing priorities and SLAs.

Responsibilities

• Provide Level 1 and Level 2 IT support via phone, email, portal, chat and in-person channels.
• Log, categorize, prioritize and manage incidents and requests in the ITSM system.
• Diagnose and resolve issues at first contact where possible using knowledge articles and documented fixes.
• Escalate complex issues to appropriate resolver teams with clear diagnostic information.
• Maintain accurate ticket records and monitor queues to meet SLAs.
• Contribute to knowledge base and continuous service improvement.

Skills

IT Support

Windows

Microsoft 365

Active Directory

Networking

VPN

End-user devices

Communication

Troubleshooting

ServiceNow

Tools

ServiceNow

BMC Remedy

Ivanti

Freshservice

Job description

DXC Technology in London is seeking a Service Desk Analyst to be the first line of IT support, handling Level 1 and Level 2 incidents within an ITIL-aligned environment, ensuring timely resolution and clear communication.

You will work onsite five days a week, logging and prioritising tickets, troubleshooting across Windows, MS 365, Active Directory, and networking, and collaborating with teammates to maintain high service levels.