Service Desk Analyst

JR United Kingdom; Bridgend; Hybrid; GBP 35,000; Full time

Job summary

A leading company in the IT support sector is seeking a Service Desk Analyst to join their hybrid team in Bridgend, Wales. This role involves providing top-notch 1st line support to a diverse international user base, troubleshooting a range of technical issues, and contributing to various IT projects. With a focus on customer service excellence and a proactive approach, this position offers the opportunity to advance your IT career in a collaborative environment.

Qualifications

• 1+ years in a Service Desk or IT Support role.
• Proven experience with AD, Citrix, O365, Teams, and remote support tools.
• Familiarity with Windows 10, basic networking (TCP/IP, DNS, DHCP).

Responsibilities

• Deliver 1st line technical support via phone and self-service portal.
• Manage and own tickets in ServiceNow, ensuring prompt resolution.
• Contribute to Knowledge Base content and participate in key IT projects.

Skills

Troubleshooting

Customer Service

Communication

Teamwork

Education

ITIL Foundation (or willingness to certify within 12 months)

Tools

ServiceNow

Citrix Workspace

Microsoft 365

Windows 10

SCCM

Job description

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Service Desk Analyst | £35K | Hybrid (Bridgend, Wales) | Permanent

Are you an experienced Service Desk Analyst ready to take your support skills to the next level?

We’re looking for a confident and customer-focused IT professional to deliver high-quality 1st line support across a diverse international user base of over 2,500. You’ll be joining a collaborative, hybrid-working team supporting operations across the UK and Europe - including London, Paris, Luxembourg, Düsseldorf, and Barcelona.

This is a hands-on support role ideal for someone with solid Service Desk experience, strong troubleshooting skills, and a passion for customer service excellence.

What You’ll Do

• Deliver 1st line technical support via phone and self-service portal
• Troubleshoot issues across Windows, Citrix, Active Directory, Microsoft 365, Teams, and core business apps
• Manage and own tickets in ServiceNow, ensuring accurate updates and prompt resolution
• Work closely with Desktop Support and 2nd/3rd line teams to improve fix rates
• Contribute to Knowledge Base content and participate in key IT projects
• Ensure all work aligns with ITIL best practices and SLAs

What You’ll Bring

• 1+ years in a Service Desk or IT Support role
• Proven experience with AD, Citrix Workspace, O365, Teams, and remote support tools
• Familiarity with Windows 10, SCCM, and basic networking (TCP/IP, DNS, DHCP)
• Strong communication and customer service skills
• ITIL Foundation (or willingness to certify within 12 months)
• A proactive, solution-oriented mindset with a team-first attitude