Service Desk Analyst

Fujitsu; Bracknell; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading technology company in Bracknell is looking for a Service Desk Analyst to provide IT support in a secure environment. You'll assist users, troubleshoot issues, and contribute to process improvements. Ideal candidates will have strong communication skills and prior experience in a helpdesk role. This position offers training opportunities and a comprehensive benefits package including 26 days of annual leave and a pension plan.

Benefits

26 Days annual leave plus public holidays

Double matching contributions pension plan

Life assurance

Companywide incentive plans

Flexible benefits

Employee discounts

Employee assistance programme

Qualifications

• Previous experience in a 1st Line / Service Desk / Helpdesk support role.
• Working knowledge of Windows 10/11 and Microsoft 365.
• Experience with Active Directory for account management.

Responsibilities

• Act as the first point of contact for IT support queries.
• Log, prioritize, and resolve incidents in line with SLAs.
• Provide clear communication and excellent customer service.

Skills

Strong communication skills

Customer service skills

Problem-solving mindset

Attention to detail

Tools

Windows 10/11

Microsoft 365

Active Directory

ITSM or ticketing tools

Job description

Service Desk Analyst

Location: Bracknell (On-site)

Our purpose is to make the world more sustainable by building trust in society through innovation. As a Service Desk Analyst you will contribute to this by ensuring our people have reliable, secure, and efficient IT systems that enable them to deliver critical services with confidence.

We are seeking a dynamic Service Desk Analyst to provide hands‑on support to end users with technical issues in a highly secure Defence environment. You’ll be the first point of contact for IT support, assisting users in resolving technical incidents, fulfilling service requests, and providing guidance on using IT systems effectively.

As a Service Desk Analyst, you will work in a collaborative environment with strong mentoring and training opportunities to grow your technical skillset and advance within the IT function.

Your role will involve:

• Acting as the first point of contact for IT support queries via phone, email, or ticketing system
• Logging, prioritising, and resolving incidents and service requests in line with SLAs
• Troubleshooting issues across Windows 10/11, Microsoft 365, and standard desktop applications
• Managing user accounts, passwords, and permissions within Active Directory
• Escalating complex or high‑impact issues to 2nd Line or specialist support teams
• Providing clear communication and excellent customer service to end users
• Maintaining accurate records and documentation within the IT Service Management tool
• Contributing to process improvement and knowledge sharing across the team

Your transferable skills and experience:

• Previous experience in a 1st Line / Service Desk / Helpdesk support role
• Strong communication and customer service skills, both written and verbal
• Working knowledge of Windows 10/11 and Microsoft 365
• Experience using Active Directory for password resets and account management
• Familiarity with ITSM or ticketing tools (e.g., ServiceNow, Remedy)
• A proactive, problem‑solving mindset with strong attention to detail
• Ability to work effectively within a secure, process‑driven environment

You must be willing and eligible to undergo security clearance for this position.

Please note: It’s still worth applying even if you do not meet all the requirements above. We are passionate about investing in you and your career and if you have the transferable skills/ background in providing excellent customer service, problem‑solving, and supporting users in a technical environment, this could be the next opportunity for you.

Your benefits:

• 26 Days annual leave plus public holidays (3 flexible)
• Pension – Double matching contributions of up to 10%
• Life assurance
• Companywide incentive plans
• Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more)
• Perks at work – employee discounts
• Employee assistance programme/ virtual GP
• Work Your Way is our approach to flexible working – this is available from day 1 of joining

Recruitment process:

The recruitment process consists of a one stage of interview.

We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role. Email [e-mail] if you would like to apply through the Disability Confident Interview Scheme.

Achieve together

We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer.

We are people centric

Our work environments enable you to Be Completely You. Our active people‑led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion.

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