Service Desk Analyst

Infinigate Group; Greater London, Woking, South Cerney, Fareham; Hybrid; GBP 28,000 - 31,000; Full time

Benefits offered by this job

Electric Car Lease Scheme

Cycle to work scheme

Life assurance 4x salary

Pension with 5% employer match

Job summary

Infinigate Group is seeking a Service Desk Analyst to join our IT team. You will deliver first-line support to staff across Windows 10/11, Microsoft 365 and enterprise apps, with 3 days in the office at South Cerney and 2 days remote. We value proactive service, clear communication and collaboration with security, compliance and development teams.

The role is permanent and full-time (37.5 hours/week). Ideal candidates have 1–2 years in customer-focused environments and ITIL v4 familiarity, with

Qualifications

• Knowledge of Windows 10/11 and ITIL v4 processes.
• Experience with ticketing systems (ServiceNow, Jira, Ivanti).
• Strong troubleshooting and clear communication abilities.
• Desire and motivation to learn and develop in IT.

Responsibilities

• Serve as the primary point of contact for the Service Desk onsite.
• Provide first-line technical support via phone, email, chat or tickets.
• Troubleshoot common IT issues (Windows/Mac, accounts, network, hardware).
• Escalate to senior staff and manage tickets per ITIL v4 and SLAs.
• Document interactions and resolutions clearly and maintain knowledge base.

Skills

Windows 10/11

ITIL v4

Ticketing systems

Troubleshooting skills

Communication skills

Work under pressure

Microsoft 365

Azure AD

ITIL v4 Foundation

Tools

ServiceNow

Jira

Ivanti

Job description

Infinigate Group are a leading, global distributer, specialising in total cyber security solutions and services. With 4 UK offices based in London, Woking, South Cerney and Fareham, we take pride in providing unrivalled support and value for our vendor and reseller partner communities.

Our team at Infinigate consists of IT security experts as well as highly skilled support staff. With the right people in place, our laser focus is on positive customer outcomes and long-term stable partnerships with our vendors. To deliver this objective we adopt a flat hierarchy, high performing teams, efficient decision-making processes and a nurturing and learning environment which rewards performance.

Role Purpose

Looking to kick-start your career in IT? We’re looking for a Service Desk Analyst who brings great people skills, a problem-solving mindset and a genuine interest in technology. If you’ve gained 1–2 years of experience in a customer-focused or professional environment and are ready to turn those transferable skills into a career in IT, this is a fantastic opportunity to learn, develop and make an impact as part of our IT team.

We are pleased to offer this position as permanent and full-time (37.5 hours per week, Monday to Friday). This role is situated with the wider IT team based in our South Cerney office on a hybrid basis, 3 days in office, 2 days from home.

Duties & Responsibilities

• Operate as the point of contact for Service Desk related issues onsite.
• Take proactive ownership and ensure onsite services are always operational for the business.
• Provide first-line technical support via phone, email, chat or ticketing system.
• Troubleshoot common issues relating to standard IT support topics, including (not exhaustive) Windows or Mac OS, user accounts, network connectivity and hardware.
• Act as an escalation point for Service Desk Analysts, ensuring timely resolution and high-quality customer experience.
• Monitor, prioritize, and manage tickets in line with ITIL v4 practices and agreed SLAs.
• Maintain clear, concise documentation of all interactions and resolutions.
• Lead by example in delivering exceptional customer service and maintaining a professional service culture.
• Support knowledge management by creating and maintaining documentation, FAQs, and training materials.
• Collaborate with Infrastructure, Security and Compliance and application development teams to ensure seamless service delivery.

General Skills

• Knowledge of Windows 10/11
• Familiarity with ITIL v4 processes (Incident, Problem, Change, Service Request).
• Experience with ticketing systems (ServiceNow, Jira, Ivanti or similar).
• Great troubleshooting skills.
• Desire and motivation to learn and develop.
• Strong communication skills — able to explain technical issues clearly to non-technical users and to different audience and seniority levels.
• Ability to work under pressure, prioritize effectively, and manage multiple tasks.
• Awareness or knowledge of Microsoft 365, Azure AD, and common enterprise applications
• Certifications such as ITIL v4 Foundation, Microsoft Certified: Modern Desktop Administrator, or CompTIA A+/Network+ are desirable.

Personal requirements

Infinigate’s values underpin a strong collaborative working culture and successful inclusive working environment.

• Own it! Driven and self-motivated with the ability to work on own initiative
• Aim high! Commitment to the delivery of tasks, calm under pressure
• Be open! A teamplayer with a collaborative approach
• £28,000 - £31,000 salary per annum depending on level of experience and aligned desirable skillset
• 25 days annual leave rising to 28 days with length of service, plus bank holidays.
• Day off on your birthday.
• Electric Car Lease Scheme
• Cycle to work scheme
• Life assurance of 4 x basic salary and group income protection from start date
• 5% employer matched pension contributions after 3 months service.
• Individual cover for private medical insurance and healthcare cash plan following successful completion of probationary period.
• Hybrid working arrangements and standard office working hours are 9am – 5.30pm
• Employee assistance programme for practical and emotional support.
• Free parking and complimentary refreshments onsite.

Infinigate Group

are committed to creating a diverse and inclusive workplace where differences are not only accepted but also valued and appreciated. If any reasonable adjustments would support you through the recruitment process, please make us aware by answering the relevant application questions. For any further queries, please contact us at [e-mail].