London Service Desk Analyst | Windows & ITSM Expert

Thebes Group; Greater London; On-site; GBP 30,000 - 35,000; Full time

Job summary

Thebes Group is seeking a Service Desk Analyst in London to deliver first-line IT support and detailed issue logging. The role focuses on providing prompt customer service, troubleshooting, and escalation to appropriate teams as needed.

You will work within IT infrastructure support, adhering to SLA requirements and contributing to smooth IT operations across the business. This is a permanent position offering a clear career path.

Qualifications

• ITIL Foundation (Minimum) required.
• Experience with ITSM tools such as ServiceNow or Ivanti.
• Strong customer service skills and ability to log and track issues clearly.
• Experience with Windows 7/10 environments and Office suite.

Responsibilities

• Troubleshoot and log IT issues reported to the Service Desk accurately.
• Provide solutions and workarounds meeting customer and business expectations.
• Offer technical support and liaise with 2nd/3rd line teams to resolve complex issues.
• Provide first-line telephone support for IT and facilities requests and meet SLA targets.
• Escalate issues appropriately and communicate updates to end users.
• Monitor the ITSM queue and email to ensure timely responses.
• Maintain ownership of updates and resolutions communicated to users.

Skills

Service Desk Experience

Customer service

Windows 7 & 10

Microsoft Office

ITSM tools

ITIL Foundation

Tools

ServiceNow

Ivanti

Job description

Thebes Group is seeking a Service Desk Analyst in London to deliver first-line IT support and detailed issue logging. The role focuses on providing prompt customer service, troubleshooting, and escalation to appropriate teams as needed.

You will work within IT infrastructure support, adhering to SLA requirements and contributing to smooth IT operations across the business. This is a permanent position offering a clear career path.