Service Desk Analyst

Vero HR Ltd; City Of London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A forward-thinking client in London is seeking a Service Desk Analyst to enhance their service team. In this role, you will provide first-class support to clients by managing issues effectively and maintaining communications. Ideal candidates will have strong communication skills, a passion for service, and be comfortable with Microsoft Office. The position offers competitive pay, hybrid working, and various perks including private medical insurance and a pension scheme.

Benefits

Competitive Salary

Hybrid working

Private medical insurance

Pension scheme

Life cover

Shopping discounts

Cycle to Work scheme

Qualifications

• Experience in a client-facing or service desk role (desirable, not essential).
• Great communication skills – written and verbal.
• Strong organisation and time management.
• A team player who can build positive relationships with colleagues and clients.
• Passion for delivering excellent service.
• Confident with Microsoft Office (Word, Excel, Outlook etc.).
• ITIL awareness would be a bonus, but not essential.

Responsibilities

• Act as the first point of contact for end users.
• Log, manage, and resolve issues within agreed timescales.
• Ensure tickets are tracked and third parties are updated.
• Handle client queries in a professional and friendly way.
• Support with knowledge base guides and reports.

Skills

Client-facing experience

Communication skills

Time management

Team player

Passion for service

Microsoft Office proficiency

ITIL awareness

Job description

We’re working with a forward-thinking client who is looking for a Service Desk Analyst to join their growing service team. This is a great opportunity for someone who enjoys helping others, solving problems, and delivering a first-class service to clients.

In this role, you’ll be the first point of contact for end users – making sure issues are logged, managed, and resolved within agreed timescales. You’ll also ensure tickets are tracked, 3rd parties are kept updated, and client queries are handled in a professional and friendly way.

There’s plenty of variety too – from supporting with knowledge base guides and reports, to managing smaller client accounts and working alongside colleagues across the business.

About you

• Experience in a client-facing or service desk role (desirable, not essential)
• Great communication skills – written and verbal
• Strong organisation and time management
• A team player who can build positive relationships with colleagues and clients
• Passion for delivering excellent service
• Confident with Microsoft Office (Word, Excel, Outlook etc.)
• ITIL awareness would be a bonus, but not essential

Don’t worry if you don’t tick every box – our client is open to people from a range of backgrounds, especially if you bring customer service experience and the right attitude. Training will be provided to help you grow into the role.

What’s on offer

• Competitive Salary
• Hybrid working (home and office)
• Private medical insurance (after probation)
• Pension scheme (matched up to 5%)
• Life cover
• Shopping discounts and wellbeing support
• Cycle to Work scheme + shower facilities at the city office
• Company-paid travel and accommodation for training/meetings when needed

Why apply?

This is a people-first business with a culture built around teamwork, ownership, and continuous improvement. They value flexibility, work-life balance, and are committed to creating an inclusive workplace where everyone feels welcome.