Service Desk Analyst

FIND | Creating Futures; Slough; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

27 days annual leave + bank holidays

Holiday buying scheme

Private medical insurance

Wellhub membership

Cycle to Work

Employee discounts

Employee Assistance Programme

Development days

Training resources

Job summary

FIND | Creating Futures is recruiting a technically minded Service Desk Analyst for the Slough site. The role is office-based, 5 days a week, within a busy IT support team.

You will handle first-line incidents, troubleshoot Windows and Office issues, manage tickets, and escalate to second/third line as needed. Strong communication and AD knowledge preferred; ITIL or Microsoft cert advantageous.

Qualifications

• Minimum 1 year in a first-line IT support, service desk or helpdesk role.
• Strong knowledge of Windows OS and Microsoft Office applications.
• Experience troubleshooting common IT issues and supporting users remotely.
• Understanding of Active Directory and user account management.
• Experience using a ticketing system and working toward SLAs/KPIs.
• Strong communication and customer service skills for non-technical users.
• Proactive problem-solving with ownership and escalation when needed.
• ITIL or Microsoft certification advantageous.
• Experience supporting bespoke business applications.
• Experience in a busy KPI-driven service desk is preferred.

Responsibilities

• Be the first point of contact for IT incidents and service requests via phone, email, chat and end-user portal.
• Troubleshoot issues across Windows, Office, email, Wi-Fi, hardware, printers, and business apps.
• Investigate problems, identify solutions and resolve incidents where possible.
• Escalate complex issues to second- and third-line support when required.
• Record incidents, actions taken and resolutions in the service management system.
• Prioritise requests and keep users informed of progress.
• Work toward service levels with high standards of customer service and ticket resolution.
• Support the wider organisation as the key local IT contact for the Slough site.

Skills

IT service desk experience

Windows OS

Active Directory

Customer service

Communication skills

Problem solving

ITIL certification

Microsoft certification

Remote support

Tools

Ticketing system

Remote support tools

Job description

Working pattern: Office-based, 5 days a week.

The Opportunity

We're recruiting for a leading UK technical and IT training provider, delivering industry-recognised training and digital skills development to individuals and businesses nationwide.

We're looking for a technically minded Service Desk Analyst to join an established IT support team and provide first-line support across a busy, multi-site organisation.

This is an excellent opportunity for someone with previous IT support or service desk experience who enjoys troubleshooting technical issues, helping users and taking ownership of problems through to resolution.

You'll be the main point of contact for IT support at the Slough site, working closely with a wider IT team to ensure users receive a responsive, reliable service. You'll handle a variety of day-to-day technical queries, resolve issues where possible and upscale more complex incidents to the appropriate teams.

If you've got a good grounding in Microsoft technologies, a practical approach to troubleshooting and the communication skills to support non-technical users, this could be a great next step.

What You'll Be Doing

• Act as the first point of contact for IT-related incidents and service requests via telephone, email, chat and the end-user portal.
• Troubleshoot common IT issues involving Windows operating systems, Microsoft Office applications, email, Wi-Fi, hardware, printers and business applications.
• Investigate problems, identify appropriate solutions and resolve incidents wherever possible.
• Escalate more complex technical issues to second- and third-line support teams when required.
• Accurately record incidents, actions taken and resolutions within the IT service management system.
• Prioritise incoming requests and keep users informed of progress.
• Work towards agreed service levels, maintaining high standards of customer service and ticket resolution.
• Support the wider organisation while acting as the key local IT contact for the Slough site.

Essential experience and skills:

• Previous experience in a first-line IT support, service desk or helpdesk role, ideally with at least one year in a similar position.
• A good working knowledge of Microsoft Windows operating systems and Microsoft Office applications.
• Experience troubleshooting common IT issues and supporting users remotely.
• An understanding of Active Directory and user account management.
• Experience using an IT ticketing system and working towards SLAs or KPIs.
• Strong communication and customer service skills, with the ability to explain technical issues clearly to non-technical users.
• A proactive approach to problem-solving, with the confidence to take ownership of issues and recognise when escalation is required.
• ITIL certification or a relevant Microsoft certification.
• Experience supporting bespoke business applications.
• Previous experience working in a busy, KPI-driven service desk environment.

What's on Offer?

• Salary of £30,000 per annum.
• 27 days' annual leave, plus bank holidays, with four days allocated to the festive closure.
• Access to a holiday-buying scheme.
• Medicash healthcare plan and private medical insurance at corporate rates.
• Wellhub membership and Cycle to Work scheme.
• Employee Assistance Programme and employee discounts.
• Three development days and two charity days per year.
• Opportunities to develop your technical skills through training and access to a wide range of digital learning resources.