Service Desk Analyst

Clancy; Harefield; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A family-owned construction company in the UK is seeking an IT Service Desk professional. The role involves providing technical support through various channels, diagnosing issues, and maintaining service standards. Candidate must have strong customer service skills, experience in similar roles, and knowledge of IT systems including Windows and Active Directory. Additional benefits include a competitive salary, pension, and an employee discount programme. Hours are on a rota basis, amounting to 37.5 hours per week.

Benefits

Competitive salary

Pension plan

Healthcare

Holiday allowance starting at 24-26 days per annum

Employee benefits programme

Cycle to work scheme

Employee Assistance Programme

Qualifications

• Strong customer service and communication skills.
• Previous experience in IT Service Desk or similar support role.
• Good all-round administrative skills with a solid core IT knowledge.

Responsibilities

• Providing face-to-face, telephone, and email support to end users.
• Logging and managing incidents using the IT service management system.
• Diagnosing and resolving common technical issues.
• Monitoring Service Desk queue and keeping users informed.

Skills

Customer service skills

Communication skills

Problem-solving skills

Organizational skills

Tools

Windows desktop operating systems

Microsoft Office

Active Directory

IT service management system

Job description

The Role

This is a varied and fast-paced role where strong customer service, organisation, and technical knowledge are key. You’ll play an important part in keeping our systems running smoothly and ensuring colleagues receive the support they need.

Here are some of the activities you will be involved in…

• Providing first-line face-to-face, telephone, and email support to end users
• Logging, prioritising, and managing incidents and service requests using the IT service management system
• Diagnosing and resolving common technical issues, including user access, passwords, printers, laptops, desktops, and mobile devices
• Monitoring the Service Desk queue and keeping users informed of progress
• Following standard troubleshooting procedures and escalating issues where required
• Supporting joiners, movers, and leavers, including hardware provision, software setup, account management, and equipment returns
• Maintaining accurate asset records and updating the asset database
• Providing administrative support to the Service Desk, including supplier liaison, order management, and equipment tracking
• Creating and maintaining clear IT documentation and user guidance

We would love to hear from you if…

You have strong customer service and communication skills, with the ability to explain technical issues clearly and confidently. You’ll be comfortable multi-tasking in a busy environment and take a methodical, organised approach to your work, using your initiative to solve problems.

Previous experience in an IT Service Desk or similar support role is essential, along with good all-round administrative skills. You will have solid core IT knowledge, including Windows desktop operating systems, Microsoft , and Active Directory, as well as an understanding of basic networking principles. Experience using an IT service management system is also required.

You’ll be able to work effectively within a hybrid team environment, demonstrating good problem-solving skills and a positive, helpful attitude.

Please note the hours for this role are: 07:30am – 4.00pm / 08:30am – 5.00pm on a rota basis (37.5 hour week)

Our Company

Every day we work smarter, greener and use our imaginations.

Our purpose at Clancy is simple - we make life better for everyone’s growing families. We play a vital role in providing fresh drinking water and power to millions of homes and businesses and so much more.

We are one of the biggest family owned construction businesses in the UK and we care about our people, our clients and the environment.

What Next

You apply, and we respond within two weeks (we know how annoying it is not to hear anything back)! If you don’t receive feedback within that timescale, please don’t be afraid to chase us - one of our values is to do what we say we will do!

Benefits

In addition to helping you reach your career goals, a competitive salary, pension, healthcare and holiday allowance starting at 24-26 days per annum, we also offer perks including Clancy Xtras, our employee benefits programme with discounts for numerous well-known retailers such as Tesco, Sainsbury’s, Currys PC World and Vue Cinemas, cycle to work scheme as well as an Employee Assistance Programme.