London IT Service Desk Analyst – Onsite

DXC Technology Company; Greater London; Hybrid; GBP 36,000 - 47,000; Full time

Job summary

DXC Technology London is seeking a Service Desk Analyst to provide Level 1 and Level 2 IT support in a busy on-site environment. You will diagnose and resolve incidents, fulfil service requests, and ensure users receive a high-quality, responsive service while working within an ITIL-aligned framework.

Key duties include logging and prioritising tickets, supporting Windows 10/11, Microsoft 365, Active Directory, VPN and network connectivity, contributing to knowledge base improvements, and

Qualifications

• Experience in an IT Service Desk or Helpdesk supporting Level 1/2 incidents.
• Strong troubleshooting across Windows, Microsoft 365, Active Directory and network connectivity.
• Experience with ITSM/ticketing systems (ServiceNow, BMC Remedy, Ivanti, Freshservice).

Responsibilities

• Log, categorise, prioritise and manage incidents and service requests.
• Diagnose and resolve issues at first contact where possible.
• Escalate complex issues with clear diagnostics to resolver teams and maintain SLA.
• Maintain accurate ticket records and contribute to knowledge base and knowledge-driven improvements.

Skills

IT Service Desk

Troubleshooting

ITSM Tools

Customer Service

Communication

Tools

ServiceNow

BMC Remedy

Ivanti

Freshservice

Azure/Entra ID

PowerShell

Job description

DXC Technology London is seeking a Service Desk Analyst to provide Level 1 and Level 2 IT support in a busy on-site environment. You will diagnose and resolve incidents, fulfil service requests, and ensure users receive a high-quality, responsive service while working within an ITIL-aligned framework.

Key duties include logging and prioritising tickets, supporting Windows 10/11, Microsoft 365, Active Directory, VPN and network connectivity, contributing to knowledge base improvements, and