Service Desk Analyst

Cadent Gas Ltd; Coventry; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading UK utility company is seeking a Service Desk Analyst to provide first-line IT support. You will handle remote troubleshooting and incidents while ensuring a smooth experience for colleagues seeking assistance. Strong communication skills and experience in technical support are essential. This role offers a dynamic environment with opportunities for continuous learning.

Qualifications

• Experience in a Service Desk or technical support environment.
• Strong communication and interpersonal skills.
• Ability to troubleshoot across various devices and applications.

Responsibilities

• Provide remote troubleshooting and resolution of incidents.
• Ensure requests are routed correctly for smooth experiences.
• Be the first point of contact for technical assistance.

Skills

Communication skills

Technical troubleshooting

Customer service

Problem-solving mindset

Knowledge of Windows OS (10/11)

Familiarity with ITSM tools

Tools

ServiceNow

Remote desktop applications

Job description

Overview

Cadent Gas Ltd

Be the first line of support. Solve problems. Keep people connected. Join us as a Service Desk Analyst and help deliver seamless IT support across Cadent. As our Service Desk Analyst, you’ll be the first point of contact for colleagues seeking technical assistance. You’ll provide remote troubleshooting, resolve incidents, and ensure requests are routed correctly delivering a smooth and professional experience every time.

This is a hands-on, customer-focused role where your communication skills, technical curiosity, and problem-solving mindset will make a real difference to how our teams work.

Why you will love this role

• Frontline Impact – Be the face of IT support, helping colleagues resolve issues quickly and confidently.
• Technical Variety – Work across devices, applications, and systems in a dynamic environment.
• Collaborative Culture – Partner with internal teams and external vendors to deliver service excellence.
• Continuous Learning – Develop your skills and stay up to date with evolving technologies.
• Customer Focus – Champion a user-first approach to IT support.

What you will bring

• Experience in a Service Desk or technical support environment.
• Strong communication and interpersonal skills.
• Knowledge of Windows OS (10/11), Active Directory, Exchange, and Office 365.
• Familiarity with ITSM tools (e.g. ServiceNow) and remote desktop applications.
• Ability to troubleshoot across laptops, desktops, mobile devices, and common applications.
• Organised, curious, and motivated to learn new technologies.