Service Desk Analyst

Verra Mobility; Ascot; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Verra Mobility in the UK is seeking a Service Desk Analyst to provide first and second line IT support to the UK Operations team and internationally. You will own incidents, troubleshoot hardware, software and connectivity, and work with the Systems team on wider IT issues.

The role involves rotating office-based attendance in Southampton and Slough, with some from-home days as the company moves locations. You should have at least three years in service desk or desktop support, experience with

Qualifications

• Three years' experience in service desk, desktop support or comparable IT role, including first and second line troubleshooting and incident ownership.
• Experience supporting Windows and Microsoft 365, administering accounts in Active Directory or a similar identity platform, and using a service desk ticketing system.
• An understanding of common network and infrastructure issues, with the judgement to assess impact, communicate clearly and escalate when needed.
• A relevant Level 3 IT qualification, a completed IT apprenticeship or equivalent practical experience.
• Desirable: ITIL Foundation, CompTIA A+, a relevant Microsoft certification, or experience with PowerShell or automation.

Responsibilities

• Troubleshoot hardware, software, account and connectivity issues, remotely and in person.
• Prioritise incidents and service requests, track them through to closure and keep users informed.
• Monitor servers, email, networks and critical services. Assess alerts, document the impact and elevate infrastructure faults to the Systems team for investigation and repair.
• Set up devices, manage approved access requests and support colleagues joining, changing roles or leaving the business.
• Maintain IT asset records and support guides and help identify recurring issues and ways to improve the service.

Skills

Service desk experience

First and second line support

Incident ownership

Windows & Microsoft 365 support

Active Directory identity management

Communication skills

Problem solving

Education

Level 3 IT qualification

IT apprenticeship

Tools

Active Directory

Microsoft 365

Service desk ticketing system

PowerShell

Job description

Verra Mobility is a global smart mobility technology business with a clear purpose: making roads safer and journeys easier. We partner with governments and road authorities to deliver technology that improves road safety, encourages responsible driving and helps protect the communities who use our roads every day.

As a Service Desk Analyst , you'll provide first and second line IT support to our UK Operations team and colleagues across the international business. You'll have ownership of the issues people bring to the service desk and the opportunity to work alongside our Systems team on incidents affecting the wider IT environment.

Office attendance : Initially, you'll work from our Southampton office two days per fortnight. After the planned move, you'll work three days per week in the Slough area office and two days from home. You'll need to be able to commute to both office locations at the relevant stage.

What you'll do

• Troubleshoot hardware, software, account and connectivity issues, remotely and in person.
• Prioritise incidents and service requests, track them through to closure and keep users informed.
• Monitor servers, email, networks and critical services. Assess alerts, document the impact and elevate infrastructure faults to the Systems team for investigation and repair.
• Set up devices, manage approved access requests and support colleagues joining, changing roles or leaving the business.
• Maintain IT asset records and support guides and help identify recurring issues and ways to improve the service.

What you'll need

• At least three years' experience in service desk, desktop support or a comparable IT role, including first and second line troubleshooting and incident ownership.
• Experience supporting Windows and Microsoft 365, administering accounts in Active Directory or a similar identity platform, and using a service desk ticketing system.
• An understanding of common network and infrastructure issues, with the judgement to assess impact, communicate clearly and escalation when needed.
• A relevant Level 3 IT qualification, a completed IT apprenticeship or equivalent practical experience.
• Desirable: ITIL Foundation, CompTIA A+, a relevant Microsoft certification, or experience with PowerShell or automation.

Any offer of employment will be subject to satisfactory completion of pre-employment screening and employment verification checks.

We welcome applications from people of all backgrounds and assess candidates against the requirements of the role. If you need reasonable adjustments at any stage of the recruitment process, please let us know.