Service Desk Analyst

Nicholas Howard Ltd; Havant; On-site; GBP 22,000 - 30,000; Full time

Job summary

Nicholas Howard Ltd. is seeking a Service Desk Analyst for a fully site-based role in Havant. The position requires flexibility around shift patterns once fully trained and involves working closely with the team to support daily operations and incident management.

You will log and update incidents with ITSM tools, monitor servers, assist specialist teams, and contribute to knowledge articles and reports. The role offers growth through learning new technical skills and adapting to evolving IT

Qualifications

• Experience in customer-facing roles in technical support or service desk environments.
• Willingness to learn and grow within IT and take on new responsibilities.
• Ability to identify simple process improvements and propose changes.
• Strong attention to detail with growing analytical and problem-solving skills.
• Comfortable learning new systems, applications, and tools.

Responsibilities

• Support daily operations and tasks in collaboration with team members.
• Identify, prioritise, and respond to incidents following clear procedures.
• Log and update incidents in ITSM tools with accurate information.
• Monitor servers and systems to spot and respond to issues using event management tools.
• Assist specialist teams with resolving technical problems.
• Follow set processes to fix incidents and problems.
• Provide updates on ongoing incidents to stakeholders.
• Contribute to updating knowledge articles to improve service desk efficiency.
• Generate reports using data from the service management system.
• Support software rebuilds or deployments following system failures.
• Help with software configuration and deployment tasks.
• Occasionally support shift work and be flexible with shift coverage when needed.
• Assist the Senior Operations Engineer with various tasks, ensuring processes are followed.
• Work on improving service quality by reviewing incidents and suggesting improvements.
• Be proactive in learning new technical skills and knowledge from colleagues.

Skills

Customer-focused

Proactive learner

Adaptability

Attention to detail

Problem solving

Tools

ITSM tools

Job description

Nicholas Howard are delighted to be recruiting for a Service Desk Analyst.

This role is fully site based and will require flexibility around working shift patterns once fully trained.

Key Responsibilities:

• Work closely with team members to support daily operations and tasks.
• Help identify, prioritise, and respond to incidents and issues in a timely manner, following clear procedures.
• Use the service management tools to log and update incidents, ensuring information is accurate throughout the process.
• Monitor servers and systems to spot and respond to any issues, using the event management tools.
• Assist specialist teams with resolving technical problems.
• Follow set processes and guidelines to fix incidents and problems.
• Provide updates on ongoing incidents, keeping everyone informed.
• Contribute to updating knowledge articles, helping improve the service desk's efficiency.
• Help generate reports using data from the service management system.
• Support software rebuilds or deployments following system failures.
• Help with software configuration and deployment tasks.
• Occasionally support shift work and be flexible with shift coverage when needed.
• Assist the Senior Operations Engineer with various tasks, ensuring processes are followed and incidents are handled effectively.
• Work on improving service quality by reviewing incidents and making suggestions for improvements.
• Be proactive in learning new technical skills and knowledge from colleagues.

Required Skills, Qualifications & Experience:

• Previous experience in customer-facing roles, ideally in technical support or service desk environments, demonstrating a willingness to help solve problems and improve customer satisfaction.
• Demonstrates a proactive approach to challenges and can adapt quickly to new situations and technologies.
• Enthusiasm to learn and grow within the IT field, with a willingness to take on new responsibilities and develop new skills.
• Ability to identify simple ways to improve current processes and a willingness to suggest improvements.
• Strong attention to detail with a growing ability to analyse and solve technical issues.
• Comfortable learning new systems, applications, and tools that may not have been used in previous roles.