Junior Service Desk Analyst

JR United Kingdom; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a dynamic and award-winning video streaming platform as a Junior Service Desk Analyst. This role offers an exciting opportunity to be the first point of contact for high-profile clients, ensuring their platforms run smoothly. You'll handle incoming support requests, triage issues, and collaborate with technical specialists for complex cases. With a focus on continuous improvement, you'll maintain a knowledge base and support onboarding of new team members. If you're eager to develop your technical skills in a fast-paced environment and work with leading media brands, this is the perfect opportunity for you!

Qualifications

• Degree in a relevant field or 1-2 years in a service desk role.
• Strong analytical and problem-solving skills.

Responsibilities

• Provide first-line support for client issues via the Service Desk.
• Take ownership of major incidents and coordinate resolution.

Skills

Analytical Skills

Problem-Solving

Communication Skills

Technical Support

Time Management

Education

Degree in a relevant field

1-2 years experience in technical support

Tools

Jira Service Management

Microsoft 365/Office

Google Docs

Zendesk

Freshdesk

ServiceNow

Job description

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We have an exciting opportunity for a Junior Service Desk Analyst to join an award-wining video streaming platform as a service provider, working with high profile clients globally!

You’ll be the first point of contact for their clients, helping to ensure their video streaming platforms run smoothly. You’ll handle incoming support requests, triage issues, resolve problems where possible, and escalate more complex cases to our technical specialists.

What You’ll Do

• Provide first-line support for client issues via the Service Desk, including prompt triage and investigation.
• Take ownership of major incidents, coordinating with internal teams to drive rapid resolution.
• Build expertise on their video streaming platform, becoming a go-to resource for clients and colleagues.
• Maintain and update a knowledge base to help with self-service and internal training.
• Support onboarding of new team members, sharing your knowledge of our systems and processes.
• Suggest and implement improvements to enhance support processes and client experience.

What We’re Looking For

• A degree in a relevant field, ideally with a placement year, or 1–2 years’ experience in a technical support/service desk role.
• Familiarity with Jira Service Management or similar tools (e.g. Zendesk, Freshdesk, ServiceNow).
• Strong analytical and problem-solving skills, with the ability to ask the right questions and diagnose issues efficiently.
• Excellent communication skills in English, both written and verbal.
• Comfortable working in a dynamic, fast-paced environment as part of a small, collaborative team.
• Organised, methodical, and able to manage your time effectively.
• Proficient with common business software (Microsoft 365/Office, Google Docs).
• Experience in SaaS or cloud-based environments, especially with multi-tenant systems.
• An interest in or knowledge of video streaming technology, digital broadcast, or related areas (e.g. video encoding, metadata management, CDNs).
• Office location: Central London (with future shift work as the team grows to provide 24/7 support).
• Participation in an on-call rota (one week in four initially).

If you’re eager to develop your technical skills, work with leading media brands, and be part of a supportive team, we’d love to hear from you!