Service Desk Analyst

Viqu Limited; Cambourne; On-site; GBP 24,000 - 32,000; Full time

Job summary

Viqu Limited is seeking a customer-focused Service Desk Analyst for a 12-month contract in Cambridge. The role covers IT support across service desk tickets, desktop support, AV and meeting room technology, with a strong emphasis on delivering a positive user experience.

You will manage tickets, provide hands-on desktop support, support conferencing tech, and collaborate with IT teams while keeping users updated throughout the resolution process. Onsite five days a week in Cambridge.

Qualifications

• Experience in an IT service desk or IT support environment.
• Proficient in Windows 10/11 desktop support and troubleshooting.
• Hardware, software and peripheral support experience.
• Experience managing incidents and service requests through a ticketing system.
• AV and meeting room technology support experience.
• Microsoft 365 support experience.
• Excellent customer service and communication skills.
• Strong troubleshooting, prioritisation and problem-solving abilities.

Responsibilities

• Manage and resolve service desk tickets and user support requests in line with SLAs.
• Provide hands-on desktop support for hardware, software and Windows-related issues.
• Support meeting rooms, AV equipment and conferencing technology.
• Troubleshoot IT issues and escalate where necessary.
• Provide clear communication and regular updates to users throughout the resolution process.
• Assist with IT equipment setup, deployments and general onsite support.
• Work collaboratively with wider IT teams to ensure timely resolution of issues.

Skills

IT service desk experience

Windows 10/11 support

Hardware & peripherals

Ticketing system

AV/Meeting room tech

Microsoft 365 support

Customer service

Troubleshooting & problem-solving

Job description

Service Desk Analyst – 12-Month Contract – Cambridge

My customer is looking for a customer-focused Service Desk Analyst to provide IT support across service desk tickets, desktop support, AV and meeting room technology. The successful candidate will have excellent communication skills, a proactive approach and a strong focus on delivering a positive user experience.

Skills Required from the Service Desk Analyst:

• Experience working within an IT service desk or IT support environment.
• Windows 10/11 desktop support and troubleshooting.
• Hardware, software and peripheral support.
• Experience managing incidents and service requests through a ticketing system.
• AV and meeting room technology support.
• Microsoft 365 support experience.
• Excellent customer service and communication skills.
• Strong troubleshooting, prioritisation and problem-solving abilities.

Key Responsibilities of the Service Desk Analyst:

• Manage and resolve service desk tickets and user support requests in line with agreed SLAs.
• Provide hands‑on desktop support for hardware, software and Windows‑related issues.
• Support meeting rooms, AV equipment and conferencing technology.
• Troubleshoot IT issues and elevate where necessary.
• Provide clear communication and regular updates to users throughout the resolution process.
• Assist with IT equipment setup, deployments and general onsite support.
• Work collaboratively with wider IT teams to ensure timely resolution of issues.

The Service Desk Analyst is required onsite, 5 days a week in Cambridge.