Service Desk Analyst

James Fisher and Sons plc; Knutsford; On-site; GBP 28,000 - 36,000; Full time

Job summary

James Fisher and Sons plc is seeking a Service Desk Analyst to provide frontline IT support from Knutsford. You will resolve incidents, log and track tickets, and escalate complex issues while maintaining high customer service standards.

You will work within a collaborative IT and Service Management team, gaining exposure to Microsoft 365, endpoint management, identity and cloud technologies and contribute to continuous service improvements.

Qualifications

• Excellent communication skills, written and verbal.
• Strong customer-service mindset delivering a positive user experience.
• Experience in a Service Desk or IT Support environment.
• Strong troubleshooting and problem-solving skills.
• Experience with Incident Management processes and SLAs.
• Experience using service desk ticketing systems and maintaining records.
• Proactive ownership of issues through to resolution.
• Ability to collaborate with colleagues, technical teams and suppliers.
• Attention to detail and eagerness to learn.

Responsibilities

• Act as a key point of contact for IT issues and support queries across the business.
• Provide technical support across hardware, software, Microsoft 365 and end-user devices, resolving requests at first contact wherever possible.
• Log, prioritise and manage incidents accurately within the Service Desk system, ensuring appropriate SLA assignment.
• Take ownership of support tickets from initial contact through to resolution, keeping users updated throughout.
• Assess impact of incidents and escalate complex issues to internal technical teams or third-party suppliers as needed.
• Deliver high level customer service with a professional, service-oriented approach.
• Work within Incident Management processes, SLAs and wider Service Management practices.
• Maintain, update and use support documentation, SOPs, knowledge articles and IT asset information.
• Collaborate with internal teams and third-party vendors to resolve issues and meet service commitments.
• Contribute to continuous service improvement, identify recurring issues and opportunities to improve support experience.
• Support Service Desk reporting, knowledge sharing and wider improvement activities.

Skills

Excellent communication

Customer-service mindset

IT support experience

Troubleshooting

Incident management

SLA awareness

Collaboration

Ownership mindset

Attention to detail

Tools

Service desk ticketing systems

Job description

About the Role

Service Desk Analyst

Knutsford, Cheshire - Full-time, Permanent

Are you a problem-solver who enjoys helping others and wants to develop your career in IT? As a Service Desk Analyst, you'll be a key point of contact for IT support, providing fast and effective assistance to colleagues across the business. You'll troubleshoot and resolve a wide range of technical issues, taking ownership from initial contact through to resolution or appropriate escalation.

Working as part of a collaborative IT and Service Management team, you'll help deliver a positive user experience while developing your technical knowledge across Microsoft 365, endpoint management, identity and cloud technologies.

We're particularly interested in candidates who bring a strong customer-service mindset, take ownership of problems and are keen to develop their technical capability.

What you'll be doing:

• Acting as a key point of contact for IT issues and support queries across the business.
• Providing technical support across hardware, software, Microsoft 365 and end-user devices, resolving requests at first contact wherever possible.
• Logging, prioritising and managing incidents accurately within the Service Desk system, ensuring appropriate SLA assignment.
• Taking ownership of support tickets from initial contact through to resolution, keeping users updated throughout.
• Assessing the impact of incidents and escalating more complex issues to internal technical teams or third-party suppliers when required.
• Delivering a high level of customer service while maintaining a positive, professional and service-oriented approach.
• Working within established Incident Management processes, Service Level Agreements and wider Service Management practices.
• Maintaining, updating and using support documentation, SOPs, knowledge articles and IT asset information.
• Working collaboratively with internal teams and third-party vendors to resolve issues and ensure service commitments are met.
• Contributing to continuous service improvement, identifying recurring issues and opportunities to improve the support experience.
• Supporting Service Desk reporting, knowledge sharing and wider improvement activities.

What we're looking for:

• Excellent communication skills, both written and verbal, with a professional and friendly approach.
• A strong customer-service mindset and a passion for delivering a positive user experience.
• Experience working within a Service Desk or IT Support environment.
• Strong troubleshooting and problem-solving skills, with the ability to investigate and resolve a range of IT issues.
• Experience working within a structured Service Management environment, with an understanding of Incident Management processes and SLAs.
• Experience using Service Desk/ticketing systems and maintaining clear and accurate support records.
• A proactive approach to taking ownership of issues through to resolution.
• The ability to work effectively with colleagues, technical teams and third-party suppliers.
• Strong attention to detail and a willingness to learn and develop.

Technical experience:

Experience in some of the following areas would be beneficial:

• Microsoft 365, including Outlook, Teams, OneDrive and SharePoint Online.
• Microsoft Entra ID, including user administration, group membership, password resets and MFA.
• Microsoft Intune and supporting managed Windows 11 devices, including device enrolment and policy troubleshooting.
• Windows 11 administration and troubleshooting.
• Active Directory and an understanding of DNS, DHCP and networking fundamentals.
• Azure-based identity and authentication services.
• SharePoint Online permissions, site access and document library support.
• Microsoft Defender and endpoint security concepts.
• Hybrid cloud environments.
• Cybersecurity and information-security best practices.

Why join us:

• Competitive benefits tailored to the division
• Opportunities for career growth and visibility across the organisation
• A supportive, inclusive culture that values your ideas and contributions
• Work that truly makes a difference in safety, innovation, and global capability

About Us:

James Fisher is a global engineering services company with over 50 years of experience delivering complex offshore energy projects in some of the world’s most challenging environments. We operate across Energy, Defence, and Maritime Transport, leveraging cutting-edge technology and deep expertise to support the full lifecycle of our customers’ assets.

Our One James Fisher strategy unites our capabilities under a single vision, building a stronger, more cohesive business within the Blue Economy.

Visit our website at: Home | James Fisher and Sons plc For more information about our values and behaviours, follow the link: About us | James Fisher and Sons plc

Due to the volume of applications we receive for our vacancies, on occasion applications may close before the deadline, so please apply early to avoid disappointment.

At James Fisher and Sons, we are committed to taking positive action on diversity and strongly encourage applications from candidates of all backgrounds. We are proud to be a Disability Confident employer and recognise that our success is driven by the talent and diversity of our workforce. To support an accessible and inclusive recruitment experience in the UK, we partner with Vercida. You can learn more about our approach by visiting our company page: James Fisher and Sons diversity, inclusion, culture - VERCIDA