Service Desk Analyst

Somerset Bridge; East Grinstead; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

A UK IT service provider is seeking a Service Desk Analyst to provide technical support while ensuring high customer service standards. The role includes managing tickets, hardware support, and participating in IT projects. The ideal candidate will have at least 2 years of 2nd line support experience and familiarity with Microsoft systems. Benefits include hybrid working, 25+ days of leave, and various discounts.

Benefits

Hybrid working – 3 days in the office and 2 days from home

25 days annual leave plus bank holidays

Discretionary annual bonus

Pension scheme – 5% employee, 6% employer

Healthcare Cash Plan

Qualifications

• A minimum of 2 years of 2nd line IT support experience.
• Reliable and enthusiastic, demonstrating this in daily activities.
• Ability to work methodically in a busy office environment.

Responsibilities

• Provide 1st and 2nd line IT technical support.
• Ensure all tickets are logged, prioritised and resolved within SLA.
• Handle all queries professionally and efficiently.

Skills

2nd line IT support experience

Microsoft desktop operating systems

Microsoft Remote Desktop Services (RDS)

TCP/IP networking skills

Active Directory (AD)/Azure AD

PC hardware and software configuration

Excellent telephone manner

Excellent written communications

Job description

Service Desk Analyst

Application Deadline: 21 November 2025

Department: [SBSS] IT Service Delivery

Employment Type: Permanent - Full Time

Location: East Grinstead

Compensation: £30,000 - £35,000 / year

Description

The team are passionate about IT and pride themselves on outstanding service and fantastic communication. This is a great opportunity if you are looking for a career where you will continue to learn and develop your Service Desk knowledge.

If you have experience in a Service Desk team and are looking for your next career move, then apply today! This role operates on a 7-day shift pattern, which may include weekend work.

What you’ll be responsible for:

• Provide 1st and 2nd line IT technical support
• Ensures all tickets are logged, prioritised and resolved within SLA.
• Handle all queries professionally and efficiently, maintaining a high degree of customer service
• Ensure IT processes are followed at all times
• Provide hardware and application support
• Ensure tickets are escalated when required to the relevant person / team.
• Create and maintain process and procedure documents
• Maintain user security on all systems
• Assist with Infrastructure tasks
• Assist with IT projects
• Manage the local site IT asset inventory
• Attend site visits at company premises when required

What you’ll need:

• A minimum of 2 years of 2nd line IT support experience
• Reliable, enthusiastic and be able to demonstrate this in your day to day activities
• Focused and able to work in a methodical way in a busy office environment
• Self-motivated to achieve targets as well as being able to work alongside others as part of a team
• Experience with all Microsoft desktop operating systems and office suite
• Experience with Microsoft Remote Desktop Services (RDS)
• TCP/IP networking skills experience (LAN, WAN, Wi-Fi)
• Knowledge of Active Directory (AD)/Azure AD
• Good understanding of PC hardware and software set-up and configuration
• Excellent telephone manner
• Excellent written communications

Our Benefits

• Hybrid working – 3 days in the office and 2 days working from home
• Weekend working retainer
• 25 days annual leave, rising to 27 days over 2 years’ service and 30 days after 5 years’ service. Plus bank holidays!
• Discretionary annual bonus
• Pension scheme – 5% employee, 6% employer
• Flexible working – we will always consider applications for those who require less than the advertised hours
• Flexi-time
• Healthcare Cash Plan – claim cashback on a variety of everyday healthcare costs
• Electric vehicle – salary sacrifice scheme
• 100’s of exclusive retailer discounts
• Professional wellbeing, health & fitness app - Wrkit
• Enhanced parental leave, including time off for IVF appointments
• Religious bank holidays – if you don’t celebrate Christmas and Easter, you can use these annual leave days on other occasions throughout the year.
• Life Assurance - 4 times your salary
• 25% Car Insurance Discount
• 20% Travel Insurance Discount
• Cycle to Work Scheme
• Employee Referral Scheme
• Community support day