Service Desk Analyst

Smart Solutions; High Wycombe; On-site; GBP 16,531 - 22,041; Full time

Job summary

Smart Solutions in the United Kingdom is seeking a Service Desk Analyst to join our IT team. You will provide first-line support to internal users, logging incidents and requests, and ensuring timely resolution or escalation.

This office-based role in Kingsmill (HP10) runs Monday to Friday on a rota between 7:00am and 6:00pm, with salary £14 per hour. You will work with resolver groups and external suppliers to maintain high service levels and customer satisfaction.

Qualifications

• Experience as a Service Desk Analyst or IT Support Analyst.
• Strong IT fundamentals and customer service focus.
• Experience supporting Microsoft Office 365 apps.
• Experience using IT Service Management tools.
• Excellent verbal and written communication skills.
• Strong problem-solving with a logical approach.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Accurately log, process and manage user incidents and service requests through the IT service management system.
• Provide first-line technical support, fault diagnosis and troubleshooting to resolve issues wherever possible.
• Escalate unresolved issues to second-line support or relevant resolver groups with accurate information to support efficient resolution.
• Monitor and proactively manage outstanding tickets to ensure they are progressed within agreed SLAs.
• Take ownership of tickets and keep users updated throughout the full lifecycle of their request.
• Maintain and update knowledge base articles to improve resolution times and user experience.
• Record all support activity, follow-ups and communications accurately within relevant systems.
• Deliver a high standard of customer service and maintain positive relationships with colleagues, stakeholders and third-party suppliers.
• Assist with training new team members and support ad hoc IT service desk activities when required.

Skills

IT support

Customer service

Microsoft Office 365

Troubleshooting

Communication skills

Problem solving

Multi-tasking

Education

ITIL Foundation

CompTIA A+

MCP

Tools

Bomgar

RDP

ITSM tools

Job description

Service Desk Analyst

Location: Kingsmill, HP10
Salary: £14 per hour
Hours: Monday to Friday, shift rota between 7:00am and 6:00pm
Contract: Office-based role

About the Role

We are currently recruiting for a Service Desk Analyst to join our IT team. This role is responsible for providing first-line technical support to internal users, ensuring incidents and requests are accurately logged, managed, resolved, or escalated in line with agreed processes and service level agreements (SLAs).

The successful candidate will provide fault diagnosis, call vetting and technical support, delivering excellent customer service while maintaining high standards of IT support. You will work closely with colleagues, resolver groups, second-line support teams and external suppliers to ensure issues are resolved efficiently.

Reporting to the IT Service Desk Manager, you will have excellent communication skills, a customer-focused approach and the ability to learn, share knowledge and work effectively within a busy service desk environment.

Key Responsibilities

• Accurately log, process and manage user incidents and service requests through the IT service management system.
• Provide first-line technical support, fault diagnosis and troubleshooting to resolve issues wherever possible.
• Identify the correct priority, category and SLA for each ticket while capturing clear and detailed information.
• Escalate unresolved issues to second-line support or relevant resolver groups with accurate information to support efficient resolution.
• Monitor and proactively manage outstanding tickets to ensure they are progressed within agreed SLAs.
• Take ownership of tickets and keep users updated throughout the full lifecycle of their request.
• Maintain and update knowledge base articles to improve resolution times and user experience.
• Record all support activity, follow-ups and communications accurately within relevant systems.
• Deliver a high standard of customer service and maintain positive relationships with colleagues, stakeholders and third-party suppliers.
• Assist with training new team members and support ad hoc IT service desk activities when required.

About You

The ideal candidate will have experience working within a Service Desk, IT support or contact centre environment, with a strong understanding of IT fundamentals and a passion for delivering excellent customer service.

You will be methodical, organised and confident in diagnosing technical issues while communicating effectively with users at all levels.

Essential Experience & Skills

• Previous experience as a Service Desk Analyst, IT Support Analyst or within a customer-focused support environment.
• Good understanding of IT fundamentals and troubleshooting principles.
• Experience supporting Microsoft Office 365 applications.
• Experience using IT Service Management tools.
• Excellent verbal and written communication skills.
• Strong problem-solving skills with a logical and structured approach.
• Ability to manage multiple priorities in a fast-paced environment.

Desirable Experience

• Experience with Terminal Services.
• Knowledge of remote support tools such as Bomgar, RDP or similar.
• ITIL Foundation qualification or higher.
• CompTIA A+ or MCP accreditation.

Working Hours

This is an office-based position working Monday to Friday on a rota basis between the hours of 7:00am and 6:00pm.

NLSK

Work Location: In person