Service Desk Support Analyst

JR United Kingdom; York; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in digital transformation seeks a Support Analyst for its Service Desk team. In this role, you'll provide first point of contact assistance, supporting users with various IT-related issues. Ideal candidates are passionate about tech and customer service, eager to grow in a collaborative environment.

Benefits

Workplace culture that values curiosity and development

Chance to grow and achieve professional goals

Qualifications

• Experience in a technical support or service desk role.
• Good familiarity with Microsoft 365 (Teams, Outlook, SharePoint).
• Solid understanding of ITIL principles.

Responsibilities

• Deliver front-line technical support through phone, email, and messaging platforms.
• Diagnose and resolve common IT issues across hardware, software, and networking.
• Escalate unresolved or complex incidents to the appropriate technical teams.

Skills

IT support

Microsoft 365

Interpersonal skills

Problem-solving

Tools

ITSM systems

Job description

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A leading force in helping organisations across the UK embrace digital technologies to modernise how they work. Through cutting-edge infrastructure, cloud platforms, cybersecurity, data management, and collaboration tools, they support businesses in achieving their digital transformation goals.

With a recent internal promotion, there is now an exciting opportunity for a Support Analyst to join the growing Service Desk team.

Role & Responsibilities

In this position, you'll act as the first point of contact for technical assistance, supporting users with a range of IT-related issues. You'll play a key part in diagnosing problems, providing solutions, and escalating more advanced issues when necessary. Your ability to communicate clearly and deliver high-quality support will be essential to maintaining strong client relationships.

• Deliver front-line technical support through phone, email, and messaging platforms
• Diagnose and resolve common IT issues across hardware, software, and networking
• Keep clear, accurate records of support activities using IT service management tools
• Escalate unresolved or complex incidents to the appropriate technical teams
• Keep users updated throughout the resolution process
• Collaborate with colleagues to ensure effective problem-solving and knowledge sharing

Skills & Experience

You’ll bring experience in a technical support or service desk role, ideally in a fast-paced or MSP environment. You should be comfortable managing multiple tickets, using service desk software, and communicating technical solutions clearly to non-technical users. Most importantly, you’ll be passionate about continuous learning and delivering outstanding service.

• Background in 1st line IT support or similar technical helpdesk environment
• Good familiarity with Microsoft 365 (Teams, Outlook, SharePoint, etc.)
• Comfortable working with ITSM systems to manage incidents and requests
• Solid understanding of ITIL principles and service desk best practices
• Strong interpersonal skills - calm, clear, and professional under pressure
• Self-starter with excellent time management and problem-solving ability

Bonus Experience (not essential):

• Exposure to Microsoft Azure environments
• ITIL certification
• Hands-on experience with 2nd line support tasks

Company Benefits

This company offers more than just a job - they offer a chance to grow. With a workplace culture that values curiosity, development, and collaboration, you'll be encouraged to stretch your skills and achieve your professional goals. You’ll join a friendly and forward-thinking team where your contribution truly matters.

If you're looking to develop your IT career in a role that combines technical challenge with meaningful customer interaction, this could be the perfect move.