Service Desk Analyst

Spectrum IT Recruitment; England; Hybrid; GBP 37,000 - 42,000; Full time

Job summary

A leading IT recruitment agency is seeking a Service Desk Analyst for a 12-month FTC. This hybrid role requires 2 days in the Southampton office, with a salary range of £37,000 - £42,000. The successful candidate will coordinate IT support activities, ensure service quality, and manage escalated issues in a busy enterprise environment. Strong technical skills in Windows and IT service management are essential.

Qualifications

• Experience in a busy enterprise-level IT Service Desk environment.
• Strong record of delivering excellent IT support and customer service.
• Experience managing support requests and escalations.

Responsibilities

• Act as the first point of contact for ICT staff and end-users.
• Ensure incidents are logged and resolved in a timely manner.
• Produce reports on key incidents with recommendations.
• Support service improvement initiatives.
• Liaise with vendors to ensure SLA adherence.

Skills

Windows environment experience

IT Service Management frameworks (e.g. Cherwell)

Monitoring and management tools (e.g. SCCM, SCOM)

Active Directory proficiency

Enterprise productivity platforms (e.g. Office 365)

Excellent IT support and customer service

Tools

SCCM

SCOM

PowerShell

Intune

DataJar

Job description

Overview

Service Desk Analyst - 12 Month FTC. Hybrid - 2 days per week in the Southampton Office. Salary: £37,000 - £42,000.

We are seeking an experienced and proactive Service Desk Analyst to manage the daily operations of a busy Service Desk. This role is ideal for a highly organised person with strong technical skills in enterprise IT environments.

You'll be responsible for coordinating support activities, resolving escalated issues, driving continuous improvement, and ensuring service standards are consistently met or exceeded.

Responsibilities

• Act as the first point of contact and escalation for both ICT staff and end-users.
• Ensure incidents and service requests are logged, tracked, and resolved in a timely and professional manner.
• Produce regular reports on key incidents and trends, with analysis and recommendations.
• Support the implementation of service improvement initiatives and process enhancements.
• Maintain accurate records of hardware and software assets, ensuring effective inventory control.
• Liaise with third-party suppliers and vendors to ensure SLA adherence and timely issue resolution.
• Assist with the introduction of new services and technologies into live support.
• Champion IT service best practices and contribute to evolving support standards and procedures.

Technical Skills & Knowledge

• Experience working in a Windows environment.
• Solid understanding of IT Service Management frameworks and tools (e.g. Cherwell).
• Experience with monitoring and management tools (e.g. SCCM, SCOM, PowerShell).
• Proficiency in Active Directory and device management platforms (e.g. Intune, DataJar).
• Familiarity with enterprise productivity platforms such as Office 365, OneDrive, and SharePoint.
• Experience in a busy enterprise-level IT Service Desk environment.
• Strong track record of delivering excellent IT support and customer service.
• Experience managing support requests, escalations, and vendor interactions.

If you have the relevant skills for this role and are ready for the challenge, then please send your CV to.

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy