Service Desk Analyst

Marble Grange Group; Dartford; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading UK IT service provider is seeking a proactive and customer-focused Service Desk Analyst to support over 6,000 users. The role involves delivering exceptional technical support, troubleshooting incidents, and improving service delivery. The ideal candidate will have experience in a Technical Service Desk or ITIL environment and strong knowledge of Microsoft technologies such as Office 365, Teams, and Azure AD. The position is based in Dartford, fully on-site, and requires strong problem-solving and communication skills.

Qualifications

• Experience in a Technical Service Desk / ITIL environment.
• Proactive approach to customer service.
• Strong knowledge of Microsoft technologies.

Responsibilities

• Provide first-class technical support to users.
• Resolve incidents and requests within SLA.
• Monitor Service Desk queue for timely responses.

Skills

Customer service

Problem-solving

Communication

Time management

Team collaboration

Education

ITIL Foundation (ideally V4)

Tools

Office 365

ServiceNow

Azure AD

VPNs

Job description

Service Desk Analyst

Marble Grange Group – Recruiting on behalf of our client

Location : Dartford (fully on Site) | Hours : Shift rota between 7am–6pm

Contract : Full-time

Marble Grange Group is proud to partner with a leading UK organisation in the search for a proactive, customer-focused Service Desk Analyst. This is an exciting opportunity to join a fast-paced, high-performing IT function supporting over 6,000+ users across multiple sites and business disciplines.

If you thrive in a collaborative environment, love solving problems, and enjoy delighting customers with exceptional service, this role offers the perfect platform to develop and grow.

What You’ll Be Doing

As a Service Desk Analyst, you’ll be the face of IT for end users—providing first-class technical support, ensuring incidents and requests are resolved within SLA, and helping to continuously improve service delivery. You’ll :

• Deliver outstanding customer service, keeping users informed at every stage.
• Build strong working relationships across IT and the wider business.
• Troubleshoot and resolve incidents, maximising first-time fixes and minimising escalation.
• Work collaboratively within the team to balance workload and share knowledge.
• Clearly communicate technical issues in a friendly, easy-to-understand way.
• Monitor the Service Desk queue to ensure timely response and ticket progression.
• Log, diagnose, and resolve incidents in line with defined procedures and security requirements.
• Escalate issues to 3rd Line support appropriately and promptly.
• Support a wide range of technologies, applications and systems.
• Contribute to knowledge base articles, process improvements, and documentation.
• Identify trends and common issues to help drive proactive ITIL processes.
• Complete service requests such as onboarding / offboarding tasks.
• Act as a gatekeeper for security standards and compliance.
• Stay current with new technologies and evolving ways of working.

What You Bring

We’re looking for someone with experience in a Technical Service Desk / ITIL environment, who has a passion for delivering great service and strong problem-solving skills.

Technical Skills

• Broad understanding of IT infrastructure and applications.
• Strong knowledge of Microsoft technologies: Office 365, Teams, OneDrive, SharePoint, MFA.
• Experience with Azure AD, Exchange, InTune.
• VPN experience (ideally Fortinet).
• Experience using ITSM tools (preferably ServiceNow).
• ITIL Foundation (ideally V4).
• Telephony knowledge (RingCentral ideal).
• Bonus: SolarWinds, and familiarity with construction software such as AutoCAD or Autodesk Revit.

Competencies & Behaviours

• Professional, customer-focused approach with a positive attitude.
• Excellent communication—clear, concise, confident.
• Strong time management and organisational skills.
• Calm under pressure with a logical, analytical mindset.
• A team player who collaborates well and supports colleagues.
• Able to take ownership, make sound decisions, and follow through to completion.
• Adaptable, resilient, and comfortable with changing priorities.
• Self-starter with strong initiative.

Interested?

Marble Grange Group would love to hear from you.

If you’re ready to join a supportive team where you can make a real impact, apply today or contact our team for more information