Service Desk Analyst

Rightmove Careers; Greater London; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Dental/optical plan

Private medical insurance

27 days holiday

Pension & life insurance

Life assurance 4x salary

Competitive compensation

Parental leave

Travel loans

Bike to work

Payroll giving & donation matching

Deals & discounts

Hybrid working

Job summary

Rightmove is seeking a proactive Service Desk Analyst in London on a hybrid pattern (2 days in the office). You will provide first-line support for colleagues across systems and our website, troubleshoot issues, and use SQL queries to diagnose problems.

You’ll liaise between development teams and external providers to resolve incidents and improve service delivery. You will set up devices, log tickets, and ensure SLAs are met, while collaborating with Product Development and Infrastructure to

Qualifications

• Analytical mindset to diagnose issues and find root causes.
• Strong problem-solving skills for technical incidents and RCA.
• Clear communication with technical and non-technical stakeholders.
• Willingness to learn and understand Rightmove systems and data.

Responsibilities

• Troubleshoot and resolve issues across customer-facing and internal systems, handling priority calls and escalations with a smile.
• Use SQL queries to diagnose problems and help prevent future incidents.
• Act as a friendly technical liaison between development teams, external providers, and users to resolve those tricky issues.
• Log, track, and prioritise support tickets in line with SLAs, reporting on major incidents and participating in post-incident reviews.
• Set up and provision laptops and MacBooks, ensuring a smooth onboarding experience for our new starters.
• Collaborate with Product Development and Infrastructure teams, share updates on new features, and support the upskilling of our front-line teams.
• Provide remote and on-site 1st line support, making sure everyone feels supported.
• Develop a deep understanding of Rightmove's business processes and technologies to deliver effective solutions and drive continuous improvements.
• Work collaboratively across departments to ensure seamless technical support and contribute to enhancing the user experience.

Skills

Analytical thinking

Problem solving

Clear communication

Team collaboration

Curiosity / learning mindset

Organised / structured

Stakeholder management

Tools

SQL

Job description

Our vision is to give everyone the belief they can make their move. We aim to make moving simpler, by giving everyone the best place to turn to and return to for access to the tools, expertise, trust, and belief to make it happen.

We're home to the UK's largest choice of properties and are the go-to destination for millions of people planning their next move, reading the latest industry news, or just browsing what's on the market.

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Location: London - Hybrid (2 Days)
Reports to: Service Desk Team Leader

As a Service Desk Analyst, you'll be the friendly face providing first support for your Rightmove colleagues! You'll troubleshoot issues across systems, applications, and our website. This exciting role gives you hands-on exposure to a variety of technologies, where you'll need your problem-solving skills and clear communication with stakeholders at all levels.

You'll also have the chance to collaborate with our amazing Product Development teams, allowing you to deepen your understanding of our business areas and the technologies that power them. It's a fantastic opportunity to make a real impact while learning and growing in your career!

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What you'll be doing

• Troubleshoot and resolve issues across customer-facing and internal systems, handling priority calls and escalations with a smile.
• Use SQL queries to diagnose problems and help prevent future incidents.
• Act as a friendly technical liaison between development teams, external providers, and users to resolve those tricky issues.
• Log, track, and prioritize support tickets in line with SLAs, reporting on major incidents and participating in post-incident reviews.
• Set up and provision laptops and MacBooks, ensuring a smooth onboarding experience for our new starters.
• Collaborate with Product Development and Infrastructure teams, share updates on new features, and support the upskilling of our front-line teams.
• Provide remote and on-site 1st line support, making sure everyone feels supported.
• Develop a deep understanding of Rightmove's business processes and technologies to deliver effective solutions and drive continuous improvements.
• Work collaboratively across departments to ensure seamless technical support and contribute to enhancing the user experience.

We're looking for someone with

• A passion for analysing and diagnosing issues to identify root causes.
• A quick learner who loves to share knowledge and is eager to understand how systems and data work together.
• The ability to maintain calm judgment under pressure and adapt positively to change.
• Clear communication skills, excellent service, and a genuine appreciation for team input.
• A structured, organized, and self-motivated approach while taking responsibility for outcomes.
• The confidence to challenge requirements, resolve conflicts diplomatically, and adapt your style to suit your audience.
• At least 1 year of experience in a similar support role and a desire to exceed expectations.

What you'll bring to the role

• Strong problem-solving skills, with the ability to break down and scope issues effectively.
• Effective planning and organization, setting realistic goals and following through on commitments.
• The ability to prioritize and multitask effectively with minimal guidance.
• Confident, clear, and concise communication with both technical and non-technical audiences.
• Skill in choosing the right communication methods and encouraging two-way dialogue.
• The ability to inspire effective communication and collaborative problem-solving.
• A knack for recognizing and delivering improvements in team processes.

Our Approach to AI

At Rightmove, we believe software and product are ultimately people problems, and everything we build aims to improve the lives of others. We see AI as a helpful way to create more space for the human side of our work, from understanding real needs to making sure we are solving the right problems in the right way. There is an expectation that you are proactive in exploring how AI can support your own workflow and productivity, and that you approach it with curiosity and an open mind.

About Rightmove

Our vision is to give everyone the belief that they can make their move. We aim to make moving simpler by giving everyone the best place to turn to and return to for access to the tools, expertise, trust and belief to make it happen.

We're home to the UK's largest choice of properties, and are the go-to destination for millions of people planning their next move, reading the latest industry news, or just browsing what's on the market.

Despite this growth, we've remained a friendly, supportive place to work, with employee #1 still working here! We've done this by placing the Rightmove Hows at the heart of everything we do. These are the essential values that reflect our culture, and include:

• Wecreatevalue… by delivering results and building trust with partners and consumers.
• Wethinkbigger… by acting with curiosity and setting bold aspirations.
• Wecaredeeply… by being real, having fun, and valuing diversity.
• Wemovetogether… by being one team - internally collaborative, externally competitive.
• Wemakea difference… by focusing on delivering measurable impact.

We believe in careers that open doors and help our team develop by providing an open and inclusive work environment, offering ongoing training opportunities, and supporting charity fundraising events. And with 88% of Rightmovers saying we're a great place to work , we're clearly doing something right!

What we offer

• Cash plan for dental, optical and physio treatments.
• Private Medical Insurance, Pension and Life Insurance, Employee Assistance Plan.
• 27 days holiday plus two (paid) volunteering days a year to give back, and holiday buy schemes.
• Contributory stakeholder pension.
• Life assurance at 4x your basic salary to a spouse, family member or other nominated person in your life.
• Competitive compensation package.
• Paid leave for maternity, paternity, adoption & fertility.
• Travel Loans, Bike to Work scheme, Rental Deposit Loan.
• Charitable contributions through Payroll Giving and donation matching.
• Access deals and discounts on things like travel, electronics, fashion, gym memberships, cinema discounts and more.
• We offer hybrid working with a minimum of 2 days in the office. For our roles, such as Field or Home-based positions, different working arrangements apply - full details will be shared during the recruitment process.

As an Equal Opportunity Employer, Rightmove will never discriminate based on age, disability, sex, race, religion or belief, gender reassignment, marriage / civil partnership, pregnancy/maternity or sexual orientation.

At Rightmove, we believe that a diverse and inclusive workforce leads to better innovation, productivity, and overall success., We are committed to creating a welcoming and inclusive environment for all employees, regardless of their background or identity, to develop and promote a diverse culture that reflects the communities we serve.

By applying, you confirm that you are aged at least 18 or over andthat you've read and understood our Privacy Policy, which explains how we handle and protect your personal information during the recruitment process.