Service Desk Analyst

Watkin Jones Group; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading property development firm is seeking a proactive Service Desk Analyst for their IT team in London. The role involves providing 1st and 2nd line support, troubleshooting issues, and training new staff. Ideal candidates will have a Level 3 qualification or equivalent experience. The company offers 25 days of annual leave, wellness programs, and a discretionary bonus. Join a firm with a rich history and commitment to developing high-quality rental homes.

Benefits

25 days annual leave

Agile working

Discounted gym memberships

Health cash plan

Life insurance

Exclusive shopping discounts

Qualifications

• Proven experience with helpdesk/service desk systems for logging and tracking requests.
• Ability to prioritize and resolve issues effectively.

Responsibilities

• Act as the first point of contact for IT queries.
• Set up and configure new and replacement hardware.
• Log service requests and incidents, escalating complex issues.
• Deliver IT induction training for new starters.
• Collaborate with technical teams to resolve issues.

Skills

Technical troubleshooting

Hardware installation

Software management

Customer service

Helpdesk systems

Education

Level 3 qualification (A-Level, NVQ) or equivalent

Job description

We re looking for a proactive and employee-focused Service Desk Analyst to join our IT team at Watkin Jones. In this dynamic role, you ll act as the first and second line of IT support across the business, ensuring the smooth operation of systems and services for all staff.

You ll provide comprehensive 1st and 2nd line support, including troubleshooting technical issues, installing hardware and software, managing system administration, and delivering user training. Being based in our London office, you will also be point of contact to provide IT support to the London office.

Key Responsibilities:

• Act as the first point of contact for IT queries, providing effective 1st and 2nd line support.
• Set up and configure new and replacement hardware.
• Accurately log service requests and incidents, escalating complex issues when necessary.
• Deliver IT induction training for new starters.
• Coordinate equipment dispatch via couriers and manage IT inventory.
• Collaborate with technical teams to resolve issues efficiently.
• Manage warranty and support cases with third-party vendors.
• Maintain mobile phone assets and liaise with external providers.

About You:

• Level 3 qualification (A-Level, NVQ) or equivalent experience in a relevant field.
• Committed to continuous professional development, with evidence of training or learning activities.
• Proven experience with helpdesk/service desk systems for logging, tracking, and managing requests.
• Ability to prioritize and resolve issues efficiently, ensuring excellent service delivery.

Why Choose Watkin Jones Group?

Watkin Jones Group is the UK s leading developer, builder, and manager of residential-for-rent homes, with a history dating back to 1791. With over 54,000 homes developed and in-build across 254 schemes, we have a proven track record of success. Our operating arm, Fresh, manages over 18,500 units across 58 schemes, representing approximately £1.7bn of assets under management.

Joining us means becoming part of a company deeply rooted in history yet focused on the future creating high-quality rental homes, fostering vibrant communities, and driving sustainable development.

What We Offer:

• Work-Life Balance: 25 days annual leave (increasing with tenure), agile working, discounted gym memberships.
• Wellbeing: Access to Your Wellbeing programme & OpenUp a confidential wellbeing platform.
• Rewards: Discretionary annual bonus, health cash plan, life insurance.
• Benefits: Exclusive shopping discounts, contributory pension scheme.

This is an opportunity to take on a high-impact role within a forward-thinking company. In return, we offer a competitive salary, excellent benefits, and the chance to work on major projects that shape the built environment.