Service Desk Analyst

Home | James Fisher And Sons Plc; Sworton Heath; On-site; GBP 22,000 - 34,000; Full time

Job summary

Home | James Fisher And Sons Plc is seeking a Service Desk Analyst to be the first point of contact for IT support. You will troubleshoot a range of issues and take ownership from first contact through resolution or escalation.

You'll work with Microsoft 365, endpoint management, identity and cloud technologies within a supportive IT team, delivering a positive user experience while growing your technical knowledge and customer-service skills.

Qualifications

• Experience in a Service Desk or IT Support environment.
• Strong troubleshooting and problem-solving skills across a range of IT issues.
• Experience working within Incident Management processes and SLAs.
• Experience using Service Desk/ticketing systems and maintaining clear support records.

Responsibilities

• 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 SLA alignment.
• Taking ownership of support tickets from initial contact through to resolution and updates to users.
• Escalating complex issues to internal teams or third-party suppliers when required.
• Delivering a high level of customer service with a professional, service-oriented approach.

Skills

Customer service mindset

Troubleshooting

Incident management

Communication skills

Ticketing systems

Tools

Service desk software

Microsoft 365

Azure AD

Job description

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.
• 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.

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.