Service Desk Analyst - Customer-Focused IT Support

G's Group; Barway; Remote; GBP 26,000 - 36,000; Full time

Benefits offered by this job

31 Days holiday per year includingbank

Great Place to Work accredited

Salary sacrifice pension scheme

Cinema and Sky Store discounts

Supermarket & other retailer discounts

Health Cash Plan

Holiday discounts

Life assurance & income protection

Employee referral scheme

Employee Assistant Programme

Cycle to Work

Eyecare contributions

Electric car salary sacrifice scheme

Learning, development, and training op

Regular social and charity events

Engagement in local community & early 

Onsite health checks, & annual flu jab

Regular wellbeing sessions

Job summary

G's Fresh in Barway, Cambridgeshire, is seeking a proactive Service Desk Analyst to join our Business Systems team. This full-time role places you as the first point of contact for IT support across the business, ensuring fast, effective, and professional assistance for colleagues.

You will own incidents from start to finish, provide support for applications, cloud services, and end-user devices, and collaborate with internal teams and suppliers to resolve complex issues.

Qualifications

• Previous experience in a Service Desk, Helpdesk, or IT Support role.
• Strong customer service skills and a positive, can-do attitude.
• Experience supporting Microsoft applications, cloud services, and end-user devices.
• Good problem-solving and troubleshooting skills.
• Ability to prioritise workloads and manage multiple tasks effectively.
• Strong written and verbal communication skills.
• A keen interest in technology and continuous learning.
• Good attention to detail.
• Excellent customer service and a genuine passion for helping others.

Responsibilities

• Providing first-line support for business applications, cloud services, hardware, and user accounts.
• Managing and resolving incidents and service requests through our IT ticketing system
• Supporting colleagues across the business with technical queries and troubleshooting
• Maintaining accurate records and updating users on progress
• Provisioning and managing laptops, mobile phones, tablets, and other IT equipment
• Creating, amending, and removing user accounts and access permissions
• Working closely with internal Infrastructure teams, third-party suppliers, and Grupo G's colleagues to resolve complex issues
• Supporting major incidents and contributing to continual service improvement initiatives
• Delivering user guidance and promoting best practice use of systems and services

Skills

Customer service

Problem solving

Communication

Prioritisation

Attention to detail

Learning mindset

Tools

Microsoft 365

Ticketing system

Job description

G's Fresh in Barway, Cambridgeshire, is seeking a proactive Service Desk Analyst to join our Business Systems team. This full-time role places you as the first point of contact for IT support across the business, ensuring fast, effective, and professional assistance for colleagues.

You will own incidents from start to finish, provide support for applications, cloud services, and end-user devices, and collaborate with internal teams and suppliers to resolve complex issues.