Service Delivery Analyst

G's Group; Soham; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

31 Days holiday per year includingbank

Great Place to Work accreditation

Salary sacrifice pension scheme

Cinema and Sky Store discounts

Supermarket & other retailer discounts

Health Cash Plan

Holiday discounts

Life assurance & income protection

Employee referral scheme

Employee Assistant Programme

Cycle to Work

Eyecare contributions

Electric car salary sacrifice scheme

Learning, development, and training

Wellbeing sessions

Job summary

G’s Fresh, based in Barway, Cambridgeshire, is seeking a proactive Service Desk Analyst to join our Business Systems team as the first point of contact for IT support across the business, ensuring fast, professional assistance.

You will handle incidents and service requests via phone, email, and ticketing systems, own issues from start to finish, and work with internal teams to resolve complex problems while maintaining high customer service standards.

Qualifications

• Experience in a Service Desk/Helpdesk/IT Support role.
• Strong customer service skills and a positive, can-do attitude.
• Experience supporting Microsoft applications, cloud services, and end-user devices.
• Good problem-solving and troubleshooting skills.
• Ability to prioritise workloads and manage multiple tasks effectively.
• Strong written and verbal communication skills.
• A keen interest in technology and continuous learning.
• Good attention to detail.
• Excellent customer service and a genuine passion for helping others.

Responsibilities

• Providing first-line support for business applications, cloud services, hardware, and user accounts.
• Managing and resolving incidents and service requests through our IT ticketing system.
• Supporting colleagues across the business with technical queries and troubleshooting.
• Maintaining accurate records and updating users on progress.
• Provisioning and managing laptops, mobile phones, tablets, and other IT equipment.
• Creating, amending, and removing user accounts and access permissions.
• Working closely with internal Infrastructure teams, third-party suppliers, and Grupo G's colleagues to resolve complex issues.
• Supporting major incidents and contributing to continual service improvement initiatives.
• Delivering user guidance and promoting best practice use of systems and services.

Skills

Customer service

MS 365 apps

End-user devices

Troubleshooting

Communication skills

Prioritise workloads

Tech interest

Attention to detail

Helping others

Tools

Ticketing system

IT hardware

User accounts management

Laptops/mobile devices

Job description

Location: Barway, Cambridgeshire

Full Time

Are you passionate about technology and delivering exceptional customer service? Do you enjoy solving problems, helping people, and being the go-to person when support is needed? If so, we’d love to hear from you.

At G’s Fresh, we're looking for a proactive and customer-focused Service Desk Analyst to join our Business Systems team. As the first point of contact for IT support across the business, you'll play a key role in ensuring colleagues receive fast, effective, and professional support.

What You'll Be Doing

As a Service Desk Analyst, you'll be responsible for handling incidents and service requests via phone, email, ticketing systems, and in person. You'll take ownership of customer issues from start to finish, ensuring they are resolved within agreed service levels while delivering an outstanding customer experience.

Key responsibilities include:

• Providing first-line support for business applications, cloud services, hardware, and user accounts
• Managing and resolving incidents and service requests through our IT ticketing system
• Supporting colleagues across the business with technical queries and troubleshooting
• Maintaining accurate records and updating users on progress
• Provisioning and managing laptops, mobile phones, tablets, and other IT equipment
• Creating, amending, and removing user accounts and access permissions
• Working closely with internal Infrastructure teams, third-party suppliers, and Grupo G's colleagues to resolve complex issues
• Supporting major incidents and contributing to continual service improvement initiatives
• Delivering user guidance and promoting best practice use of systems and services

You’ll ideally have:

• Previous experience in a Service Desk, Helpdesk, or IT Support role
• Strong customer service skills and a positive, "can-do" attitude
• Experience supporting Microsoft applications, cloud services, and end-user devices
• Good problem-solving and troubleshooting skills
• Ability to prioritise workloads and manage multiple tasks effectively
• Strong written and verbal communication skills
• A keen interest in technology and continuous learning
• Good attention to detail
• Excellent customer service and a genuine passion for helping others

Why G's?

At G's, technology plays a vital role in supporting our growing business. You'll be joining a collaborative IT team where no two days are the same, with opportunities to develop your technical expertise, work with a variety of technologies, and make a real difference to colleagues across the organisation.

If you're looking for a role where you can combine technical knowledge with outstanding customer service, we'd love to hear from you.

• 31 Days holiday per year including bank holidays.
• Great Place to Work accredited.
• Salary sacrifice pension scheme available
• Cinema and Sky Store discounts
• Supermarket & other retailer discounts
• Health Cash Plan
• Holiday discounts
• Life assurance & income protection
• Employee referral scheme
• Employee Assistant Programme
• Cycle to Work
• Eyecare contributions
• Electric car salary sacrifice scheme.
• Learning, development, and training opportunities including mentoring.
• Regular social and charity events
• Engagement in local community & early careers events
• Onsite health checks, & annual flu jabs
• Regular wellbeing sessions