Onsite Service Desk Analyst - 1st Line IT Support

Redcentric plc; Harrogate; On-site; GBP 22,000 - 30,000; Full time

Job summary

Redcentric plc in Harrogate is seeking a Service Desk Analyst to join the Customer Services - Service Desk. The role is based onsite in Harrogate, with the first point of contact duties spanning general customer support through to technical assistance from product specialists.

The successful candidate will have ITIL experience, a BPSS clearance, and a proactive, team-focused approach in a fast-paced environment. Onsite hours and a rota-based schedule are described in the advert.

Qualifications

• Experience in a customer service environment.
• Familiarity with ITIL framework.
• Baseline BPSS check (Right to Work in the UK).

Responsibilities

• Be the first point of contact for inbound customer calls and provide day-to-day support.
• Qualify, prioritise, and route new requests to the appropriate support teams.
• Log information into the ITSM tool SMAX.
• Maintain accurate customer account details.
• Provide first-time fixes (e.g., password resets, telephony diverts).
• Escalate incidents to management when needed.
• Adhere to Redcentric ISO9001 and ISO27001 standards.
• Support BPSS and security compliance during onboarding and ongoing activities.

Skills

ITIL v3/v4

BPSS Clearance

Customer service

Job description

Redcentric plc in Harrogate is seeking a Service Desk Analyst to join the Customer Services - Service Desk. The role is based onsite in Harrogate, with the first point of contact duties spanning general customer support through to technical assistance from product specialists.

The successful candidate will have ITIL experience, a BPSS clearance, and a proactive, team-focused approach in a fast-paced environment. Onsite hours and a rota-based schedule are described in the advert.