Service Desk Analyst / IT Support Help Desk Technician

nGeneration; Tipton; On-site; GBP 25,000 - 30,000; Full time

Job summary

A UK-based IT service provider is seeking a Service Desk Analyst to join their Support Desk team in Tipton. The role involves resolving customer IT issues, maintaining records, and escalating problems as necessary while working on a 3 days on, 3 days off shift pattern. Ideal candidates will have 1 year of IT support experience and knowledge in hospitality-related EPoS systems is a plus. Competitive benefits including training and paid leave are offered.

Benefits

Continuous learning opportunities

19.6 days of paid annual leave

Team-building activities

Qualifications

• 1 year of IT Support experience preferred.
• 1 year of experience in the hospitality sector preferred.

Responsibilities

• Act as the first point of contact for customers, resolving IT issues.
• Maintain detailed records for each call and log service requests.
• Escalate issues to field service engineers when necessary.

Skills

Knowledge of network and database structures

Computer hardware expertise

Windows desktop support

Customer service

Job description

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Service Desk Analyst / IT Support Help Desk Technician, Tipton

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Client:

nGeneration

Location:

Tipton, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

fce007dab107

Job Views:

7

Posted:

12.08.2025

Expiry Date:

26.09.2025

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Job Description:

nGeneration is seeking an enthusiastic and personable Service Desk Analyst to join our Support Desk team. As the first point of contact for our customers, your friendly and helpful demeanor is crucial in diagnosing and resolving IT issues or escalating them to field service engineers, while keeping the customer updated.

You will work on a 3 days on, 3 days off shift pattern with 12-hour shifts. Responsibilities include maintaining detailed records after each call and logging incidents or service requests via phone, email, or customer portals.

nGeneration is a leading UK independent IT supplier to the Hospitality, Retail, and Leisure industries, offering bespoke IT service solutions from consultancy to outlet support and maintenance both at the outlet and centrally.

Location: Our headquarters are located in Dudley in a newly built, high-specification open-plan office.

Candidate Requirements:

We seek a candidate with a positive attitude and a friendly approach, who takes satisfaction in resolving customer IT issues. Knowledge of network and database structures, computer hardware, and Windows desktop support is essential. Experience with hospitality and retail EPoS systems, or prior work in these sectors, is preferred.

Experience:

• IT Support: 1 year (preferred)
• Hospitality: 1 year (preferred)

Benefits:

We value our employees and offer a range of benefits to promote work-life balance and job satisfaction:

• Training: Opportunities for continuous learning and skill development.
• Annual Leave: 19.6 days of paid leave to relax and recharge.
• Company Events: Regular team-building activities and events to foster a vibrant work culture.