Junior IT Service Desk Analyst

Summit Recruiters; Northampton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT services provider in Northampton is looking for a motivated Junior IT Service Desk Analyst. This exciting opportunity involves providing technical support, resolving incidents, and contributing to IT projects. Candidates should have a degree in IT and preferably experience in a service desk environment. The role offers career progression and a supportive atmosphere, with competitive salary and benefits.

Benefits

Competitive salary + benefits package

Clear career development opportunities

Full training provided

Supportive work environment

Free parking

Excellent pension + financial perks

25 days holiday (increasing with service)

Qualifications

• Experience in an IT service desk or IT support role is preferred.
• Strong knowledge of incident management and service desk principles.
• Familiarity with IT service management frameworks (ITIL) is a plus.

Responsibilities

• Provide technical support across multiple channels.
• Log, track, and resolve incidents with accurate documentation.
• Deliver outstanding customer service, exceeding expectations.

Skills

Troubleshooting hardware issues

Incident management

Communication skills

Problem-solving

Customer service orientation

Education

Degree in Information Technology or related field

Job description

Are you an enthusiastic and innovative Junior IT Service Desk Analyst ready for a fast-paced challenge that will accelerate your career? Do you thrive in customer-focused IT support and want to take your skills to the next level? If you're based in Northampton or the surrounding area, this opportunity is tailor-made for you.

About the Company

Our client is a highly professional, friendly, and successful IT services provider with a large and diverse user base. Due to growth, they are expanding their team and have created a brand-new role for a Junior Service Desk Analyst. You'll join a collaborative environment, supporting day-to-day service desk operations while contributing to cross-functional IT projects.

Role Overview

As a Junior IT Service Desk Analyst, you'll play a pivotal role in ensuring smooth IT operations, focusing on incident management, service delivery, and user satisfaction. Your technical expertise and proactive approach will help resolve issues quickly, improve processes, and enhance overall IT performance.

Key Responsibilities

• Provide technical support across multiple channels, escalating issues when required
• Log, track, and resolve incidents with accurate documentation
• Process user requests within agreed SLAs
• Analyse recurring issues and collaborate with IT teams to implement permanent fixes
• Communicate effectively with users, offering guidance and updates
• Manage hardware and software assets, liaising with procurement teams
• Contribute to knowledge base articles and IT documentation
• Identify opportunities for process improvement and automation
• Deliver outstanding customer service, exceeding expectations
• Participate in cross-functional IT projects

Qualifications & Skills

• Degree in Information Technology or related field (certifications such as ITIL are a plus)
• Previous experience in an IT service desk or IT support role
• Strong knowledge of incident management and service desk principles
• Skilled in troubleshooting hardware, software, and networking issues
• Familiarity with IT service management frameworks (ITIL)
• Excellent communication and problem-solving skills
• Customer-focused, adaptable, and detail-oriented team player

Benefits

• Competitive salary + benefits package
• Clear career development and progression opportunities
• Full training provided
• Supportive and respectful work environment
• Free parking
• Excellent pension + financial perks
• 25 days holiday (increasing with service)