Service Desk Analyst - Onsite IT Support (SC Clearance)

Experis; Hursley; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT consultancy firm seeks a Service Desk Analyst to provide first point of contact technical support in Hursley. The role involves managing technical incidents and ensuring customer satisfaction. Candidates should possess strong communication skills and a proactive approach to problem-solving. This position comes with several benefits including a contributory pension scheme, medical cover, and generous holiday entitlement. Join us to advance your career in a supportive environment.

Benefits

Contributory pension scheme

Medical and dental cover

Employee Assistance Program

22 days holiday + bank holidays

Maternity, paternity, and shared parental leave

Sick pay

Qualifications

• Eligibility for SC Clearance (or already cleared).

Responsibilities

• Respond to incoming technical support incidents, requests, and changes.
• Manage personal call queue and ensure timely resolution.
• Communicate updates and maintain ongoing customer engagement.
• Handle password resets and hardware part orders.
• Escalate issues to 2nd & 3rd Line Support when necessary.
• Collaborate with internal teams including Technical Delivery, Development, and Projects.
• Assist in service management reporting and drive process improvements.
• Help ensure SLAs are met across key metrics.

Skills

Strong communication and customer service skills

Ability to manage and resolve technical issues efficiently

Proactive mindset focused on continuous improvement

Job description

A leading IT consultancy firm seeks a Service Desk Analyst to provide first point of contact technical support in Hursley. The role involves managing technical incidents and ensuring customer satisfaction. Candidates should possess strong communication skills and a proactive approach to problem-solving. This position comes with several benefits including a contributory pension scheme, medical cover, and generous holiday entitlement. Join us to advance your career in a supportive environment.