Service Desk Analyst

Xpertise Recruitment; Greater London; Hybrid; GBP 34,000 - 43,000; Full time

Job summary

A leading recruitment agency is seeking an experienced IT Service Desk Analyst for a permanent role in Surrey. This position offers a hybrid working model and a competitive salary ranging from £34,000 to £43,000. Responsibilities include providing top-notch IT support, managing incidents, and collaborating with teams. Candidates should have over 5 years of experience in IT support, strong ITIL knowledge, and excellent customer service skills.

Benefits

Competitive salary

Immediate start

Career development opportunities

Qualifications

• 5+ years' experience in Service Desk or IT support.
• Strong knowledge of ITIL processes.
• Proven expertise in Windows 11, Office 365, and SCCM.

Responsibilities

• Provide first-class IT support to end users.
• Log, categorise, prioritise, and resolve incidents.
• Maintain accurate documentation and asset management.

Skills

ITIL processes

Windows 11 support

Office 365

SCCM troubleshooting

PC hardware/software troubleshooting

Customer service

Collaboration

Job description

Overview

IT Service Desk Analyst - Surrey (Hybrid, Permanent)

Salary: £34,000-£43,000 | Immediate Start

We are seeking a skilled and customer-focused IT Service Desk Analyst to join our busy IT team in Surrey. This permanent role offers a hybrid working model and the opportunity to support IT services across a dynamic environment, delivering excellent technical support and ensuring high levels of customer satisfaction.

Responsibilities

• Provide first-class IT support to end users, including incident management, request fulfilment, and troubleshooting hardware/software issues.
• Deliver support for Windows 11, Microsoft Office/Office 365, Active Directory, SCCM patching, and account administration.
• Log, categorise, prioritise, and resolve incidents in line with ITIL best practices and Service Level Agreements.
• Collaborate with colleagues, third parties, and other teams to resolve issues efficiently.
• Participate in Change Management, Problem Management, and project work as required.
• Maintain accurate documentation, asset management, and regulatory compliance (SOX).
• Support office moves, technical upgrades, and the development of productivity tools such as Microsoft Power Apps.
• Contribute to continuous improvement of IT processes and service delivery.

Requirements

• 5+ years\' Service Desk or IT support experience in a busy environment.
• Strong knowledge of ITIL processes and practical application.
• Proven expertise in Windows 11 support, Office 365, SCCM, and PC hardware/software troubleshooting.
• Experience with Active Directory, remote support tools, and maintaining technical documentation.
• Excellent customer service, communication, and collaboration skills.
• Ability to work flexible hours, including a weekly rotated shift pattern, occasional Saturdays, and on-call Sundays.
• Experience in Financial Services is highly desirable.

Benefits

• Competitive salary (£34k-£43k)
• Permanent, immediate start
• Hybrid working model
• Opportunities for career development and skills enhancement