Service Desk Analyst

Spider Web Recruitment; Cambridge; On-site; GBP 22,000 - 27,000; Full time

Job summary

A mutual organisation in the financial sector is seeking a Service Desk Analyst to provide first-line IT support. This entry-level role is based in Saffron Walden and requires strong customer service skills, a problem-solving mindset, and the ability to travel to branch locations. Full training will be provided for candidates eager to build a career in IT. Benefits include a competitive salary of up to £27,000 per annum, 33 days of holiday, and a pension plan. Join us and make a genuine difference within our community.

Benefits

Competitive Salary

33 days holiday

Pension scheme

Employee Extras

Qualifications

• Customer-focused and proactive with a keen interest in technology.
• Comfortable working independently and as part of a team.
• Basic networking knowledge beneficial, but not required.

Responsibilities

• Provide first-line IT support to staff and resolve technical issues.
• Log and manage incidents using the ticket management system.
• Travel to branches to provide hands-on IT support.

Skills

Strong customer service skills

Problem-solving mindset

Communication skills

Attention to detail

Basic understanding of IT systems

Job description

Service Desk Analyst - Saffron Building Society is seeking a Service Desk Analyst to join our team on a full-time, permanent basis, based in Saffron Walden, Essex. Applicants must have a full UK driving licence, access to their own transport, and be able to commute daily, as occasional travel to branch locations will be required. This is an entry-level opportunity into IT, ideal for someone with strong customer service skills and a keen interest in technology.

Why Saffron Building Society

At Saffron Building Society, we believe happiness comes from within - including Money Happiness. As a mutual organisation, everything we do is driven by the needs of our members, colleagues, and communities. We're proud of our welcoming, inclusive culture where people are supported to learn, grow, and make a genuine difference.

Fantastic Company Benefits Include

• Competitive Salary: up to £27,000 per annum depending on experience
• Holiday: 33 days including bank holidays
• Pension: 5% employee contribution 8.5% employer contribution
• Employee Extras such as: Income protection, life assurance, comprehensive wellbeing support, buy and sell holiday, salary sacrifice schemes

About the role

As a Service Desk Analyst, you'll play a key role in supporting colleagues across the Society by providing first-line IT support and ensuring technology issues are resolved efficiently and professionally.

Main Duties and responsibilities

• Provide first-line IT support to staff, resolving hardware and software issues promptly
• Troubleshoot technical problems to minimise service disruption
• Log, manage, and update incidents and service requests using the ticket management system
• Communicate clearly with users, explaining technical issues in a simple, accessible way
• Work collaboratively with internal teams to improve service delivery and user experience
• Travel to branches when required to provide hands‑on IT support

About you

As a Service Desk Analyst, you'll be customer-focused, proactive, and eager to build a career in IT, with strong communication skills, good attention to detail, and a willingness to learn. Experience in a service desk or IT support role is desirable but not essential, as full training will be provided. You'll be comfortable working independently and as part of a team, with a positive, problem‑solving mindset, and have a basic understanding of IT systems and applications, with networking knowledge beneficial. Based in Saffron Walden, you'll occasionally travel to branch locations to provide on‑site support, so a full UK driving licence, access to your own transport, and the ability to commute daily are essential.

If you have the relevant skills and experience for this Service Desk Analyst role and would like to be considered, please apply by forwarding an up‑to‑date CV as soon as possible. We look forward to hearing from you.

If you require any reasonable adjustments such as access or information in an alternative format, please inform us soon as you are able so that we can make the appropriate adjustments.

No recruitment agencies, please

Additional keywords: Service Desk Analyst, IT Support, Helpdesk Analyst, First Line Support, IT Technician, Technical Support, Customer Support, Entry Level IT, IT Support Specialist.