Service Desk Analyst

Blue Cross For Pets; Burford; On-site; GBP 24,000 - 26,000; Full time

Benefits offered by this job

Holiday entitlement

Wellbeing programmes

GP access

Health cash plan

Pension scheme

CPD support

Life assurance

Pet insurance discount

Volunteer days

Job summary

Blue Cross in Burford is seeking a Service Desk Analyst to provide responsive 1st and 2nd line IT support across multiple sites. You will install, configure and maintain IT equipment, manage system access, and contribute to projects while travelling to Blue Cross sites as needed.

The role is permanent, full-time with hybrid working (minimum two days in the office) and a driving licence is essential to visit remote sites.

Qualifications

• Good level of customer service skills.
• Proven capability in writing clearly, concisely, and professionally for liaising with end-users and compiling technical documentation and instructions.
• Demonstrable experience of 1st and 2nd line IT support.
• Good support knowledge of Windows 10.
• Good support knowledge of Microsoft Office M365.
• Experience of administering Active Directory Users and Computers.
• Experience of IP networking.
• A full driving licence, with the ability to travel to remote sites.
• The ability to demonstrate, understanding and apply our Blue Cross values.

Responsibilities

• Acting as the first point of contact for IT incidents and service requests
• Logging, triaging and resolving issues through the service desk system
• Delivering high first contact resolution wherever possible
• Escalating issues to the appropriate teams where required
• Supporting users remotely, desk side and across multiple sites
• Installing, configuring and maintaining IT equipment and software
• Maintaining accurate records, procedures and asset information
• Supporting system access management in line with policies
• Contributing to service improvements and project deployments
• Liaising with third party suppliers and internal teams

Skills

Customer service

Technical writing

1st/2nd line support

Windows 10

Microsoft 365 (O365)

Active Directory

IP networking

Driving licence

Blue Cross values

Education

ITIL V3/V4 Foundation Certificate

Tools

Daktela

Apple MacBook knowledge

Job description

Service Desk Analyst

Application Deadline: 11 October 2026

Department: Information Services

Employment Type: Permanent

Location: Burford

Reporting To: Service Desk Manager

Compensation: £24,000 - £26,000 / year

Description

Contract: Permanent, full time

Salary: £24,000 - £26,000 per annum

Location: Burford, Oxfordshire (hybrid working, minimum two days per week in the office)

Closing date: Sunday 11 October 2026

Interview date: 20 & 22 October 2026

Do you enjoy solving problems, helping people and making technology actually work the way it should? If so, this could be the role for you!

We’re looking for an IT Service Desk Analyst to join our Information Services team, where you’ll be one of the friendly, knowledgeable faces of IT across the organisation supporting over 1,000 colleagues across 70 locations. This is a key role supporting colleagues across Blue Cross, ensuring they have the technology and support they need to deliver our vital work.

More about the role

You will provide responsive and effective first and second-line IT support both remotely and face to face, supporting over 1000 users across multiple locations. You will also be involved in installing and maintaining IT equipment, supporting system access, and contributing to projects and continuous improvement activity.

This role is based at our Burford site, with hybrid working in place and a minimum of two days per week in the office. A full UK driving licence is essential, as you will be required to travel to other Blue Cross sites and use fleet vehicles when needed.

What you will be doing

• Acting as the first point of contact for IT incidents and service requests
• Logging, triaging and resolving issues through the service desk system
• Delivering high first contact resolution wherever possible
• Escalating issues to the appropriate teams where required
• Supporting users remotely, desk side and across multiple sites
• Installing, configuring and maintaining IT equipment and software
• Maintaining accurate records, procedures and asset information
• Supporting system access management in line with policies
• Contributing to service improvements and project deployments
• Liaising with third party suppliers and internal teams

About you

You will be a highly customer focused individual who takes pride in delivering a professional and supportive service. You will have strong communication skills and be confident working with colleagues at all levels, whether remotely or face to face. With a proactive approach, you will be motivated to resolve issues quickly and effectively while maintaining a positive user experience.

You will be comfortable working both independently and as part of a team, able to manage pressure and prioritise your workload. You will have strong problem-solving skills, with the ability to accurately diagnose and resolve issues or upscale where appropriate. You will also be adaptable, willing to travel to sites, and keen to develop your knowledge as technology evolves.

Essential qualifications, skills, and experience

• Good level of customer service skills.
• Proven capability in writing clearly, concisely, and professionally for liaising with end-users and compiling technical documentation and instructions.
• Demonstrable experience of 1st and 2nd line IT support.
• Good support knowledge of Windows 10.
• Good support knowledge of Microsoft Office M365.
• Experience of administering Active Directory Users and Computers.
• Experience of IP networking.
• A full driving licence, with the ability to travel to remote sites.
• The ability to demonstrate, understanding and apply our Blue Cross values.

Desirable qualifications, skills, and experience

• Knowledge of working with Apple MacBook
• Experience managing Daktela telephone solutions
• ITIL V3 or V4 Foundation Certificate

Blue Cross benefits

Our people are the most important part of delivering our purpose. If it were not for their amazing efforts and commitment, we would not be able to make the difference that we do today.

In return, Blue Cross wants to ensure we provide you with the best working environment we can. We want you to be happy working for us and will do everything we can to make sure you are.

Our generous benefits package includes:

• Full time equivalent of 38 days holiday rising to 43 with service (including Bank Holidays)
• Programmes for physical and mental wellbeing support
• Free access to GP via MetLife- 24/7 GP services, private prescriptions and more for you and your family
• Health cash plan
• Unlimited access to an employee assistance programme
• Pension scheme with enhanced employer contribution
• Professional fees paid with Continuing Professional Development and personal development support.
• Life assurance
• 20% discount on Pet Plan pet insurance
• Enhanced family friendly policies
• Recognition scheme
• Annual volunteer days
• Charity worker discounts across a variety of retailers

To read more about the benefits Blue Cross has to offer, please visit the 'why work for us' page on our website.