Service Desk Analyst

Peabody; Basildon; On-site; GBP 23,000 - 30,000; Full time

Job summary

Peabody is seeking a Service Desk Analyst to be the first point of contact for IT support, resolving incidents and service requests within SLAs. You will troubleshoot hardware and software issues and coordinate with IT teams to keep services running smoothly.

The role focuses on delivering excellent customer service, clear communication, and effective problem-solving when explaining technical concepts to non-technical users.

Qualifications

• Experience working in a Service Desk, IT Support or Helpdesk environment.
• Proficient in Microsoft desktop environments; Active Directory and general IT troubleshooting.
• Excellent customer service, communication and problem-solving skills.
• Desirable certifications: CompTIA, ITIL Foundation or SDI.

Responsibilities

• Provide first-line technical support and resolve incidents and service requests within agreed SLAs.
• Troubleshoot hardware, software and system issues, escalating where appropriate.
• Maintain accurate records and updates within the IT Service Management (ITSM) system.
• Work closely with colleagues and third-party suppliers to deliver excellent customer service and support.

Skills

Service Desk experience

Active Directory

Windows troubleshooting

Customer service

Communication

Problem solving

CompTIA

ITIL Foundation

SDI

Tools

Microsoft desktop environments

Job description

Service Desk Analyst – Deliver Outstanding IT Support

Are you passionate about technology and great customer service? As a Service Desk Analyst, you'll be the first point of contact for IT support across Peabody, helping colleagues resolve technical issues and ensuring they receive a smooth and efficient service.

Working as part of our Service Desk team, you'll manage incidents and service requests, troubleshoot technical issues and work closely with wider IT teams to keep services running effectively.

What You'll Be Doing

• Provide first-line technical support and resolve incidents and service requests within agreed SLAs.
• Troubleshoot hardware, software and system issues, escalating where appropriate.
• Maintain accurate records and updates within the IT Service Management (ITSM) system.
• Work closely with colleagues and third-party suppliers to deliver excellent customer service and support.

What You'll Bring

• Experience working in a Service Desk, IT Support or Helpdesk environment.
• Strong knowledge of Microsoft desktop environments, Active Directory and general IT troubleshooting.
• Excellent customer service, communication and problem-solving skills.
• Relevant certifications such as CompTIA, ITIL Foundation or Service Desk Institute (SDI) are desirable.

Why Join Us?

When you join Peabody, you're joining a team guided by our values:

Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together.

This role requires excellent customer service skills and the ability to explain technical concepts to non-technical users.

Got questions? Reach out to George Murphy, Talent Specialist, at [e-mail].

We reserve the right to close this advert early if we receive sufficient applications to progress to the next stage of the recruitment process.