Service Desk Analyst

context recruitment; Corsham; Hybrid; GBP 29,000; Full time

Job summary

A leading technology services provider is seeking a dedicated Service Desk Analyst to join their dynamic team in Corsham. This role involves managing incidents, coordinating service requests, and maintaining operational excellence. Ideal candidates are enthusiastic, ITIL certified, and have a strong background in customer service and IT support. This position offers a fixed-term contract with hybrid working options after training.

Qualifications

• Experience in a service desk or IT customer support environment.
• Understanding of service desk procedures.
• Strong communication and problem-solving skills.

Responsibilities

• Log and manage incidents and service requests.
• Dispatch tickets to resolver teams.
• Support reporting and change management processes.

Skills

Customer Service

IT Support

Problem Solving

Communication

Education

ITIL Foundation Certification

Tools

Ticketing Systems

Job description

Service Desk Analyst

Location: Corsham

Contract: 12 months fixed-term - £29,000

An exciting opportunity has arisen for a Service Desk Analyst to join a fast-growing technology services provider. This role is ideal for candidates passionate about customer service, IT support, and service delivery excellence. You will be part of a supportive, dynamic team handling incident management, change coordination, and operational reporting.

Key Responsibilities:

1. Log and manage incidents and service requests, ensuring full and accurate documentation.
2. Assess and confirm priority levels, ensuring information is complete and up to standard.
3. Dispatch tickets to the correct resolver teams and maintain clear ownership until resolution.
4. Communicate effectively with internal and external stakeholders regarding incident updates, planned maintenance, and service interruptions.
5. Coordinate scheduled and ad-hoc service tasks in line with operational priorities.
6. Support reporting and change management processes.
7. Contribute to monthly reviews, performance reports, and service metrics tracking.
8. Collaborate with various internal functions to deliver contracted and ad-hoc managed services.
9. Escalate service concerns promptly and maintain consistent productivity.

Requirements:

• ITIL Foundation Certification is highly desirable.
• Some experience in a service desk or IT customer support environment.
• An understanding of service desk procedures and ticketing systems.
• Enthusiastic and self-motivated with a genuine interest in service delivery.
• Strong communicator with professional telephone and written skills.
• Excellent problem-solving skills and ability to stay calm under pressure.
• Familiarity with change control and operational data centre tasks is an advantage.

Monday - Friday (09:00 - 17:30) with hybrid working options after training/probation.

Please note: you must be eligible for Security Clearance (minimum 5 years UK residency).