User Support Analyst

Jobtailor; Epsom; On-site; GBP 21,000 - 32,000; Full time

Job summary

Jobtailor is seeking an IT Service Desk professional to provide day-to-day support for incidents, requests and end-user queries in a UK-based environment. You will work to SLAs and KPIs, managing tickets to ensure timely resolution, while collaborating with IT teams.

The role requires ITIL knowledge, strong problem-solving and excellent customer service skills, with a willingness to learn and develop technical abilities. Suitable for someone aiming to grow in a service-focused IT team.

Qualifications

• Experience with ITIL incident, request and problem management processes.
• Strong problem-solving and organisational skills.
• Good communication and customer service skills.
• Ability to work effectively as part of a team.
• Willingness to learn and develop technical and support skills.

Responsibilities

• Provide day-to-day support for Service Desk activities, including incidents, requests, and end-user queries.
• Work to agreed service targets (SLAs, OLAs, KPIs) by managing and progressing tickets effectively.
• Prioritise and manage workload to maintain ticket queues and service levels.
• Support the resolution of more complex issues with guidance from senior team members.
• Work collaboratively with other analysts and wider IT teams.
• Identify areas where services or processes can be improved.
• Assist with testing, documentation, and service transition tasks.
• Monitor performance against individual and team service targets.
• Ensure tickets are logged, updated, and resolved to a high standard.
• Create and update knowledge base articles.
• Communicate clearly and professionally with end users and stakeholders.
• Support a range of business applications and collaboration tools.

Skills

ITIL knowledge

Problem-solving

Communication skills

Teamwork

Willingness to learn

Job description

Responsibilities

• Provide day‑to‑day support for Service Desk activities, including incidents, requests, and end‑user queries
• Work to agreed service targets (SLAs, OLAs, KPIs) by managing and progressing tickets effectively
• Prioritise and manage workload to maintain ticket queues and service levels
• Support the resolution of more complex issues with guidance from senior team members
• Work collaboratively with other analysts and wider IT teams
• Identify areas where services or processes can be improved
• Assist with testing, documentation, and service transition tasks
• Monitor performance against individual and team service targets
• Ensure tickets are logged, updated, and resolved to a high standard
• Create and update knowledge base articles
• Communicate clearly and professionally with end users and stakeholders
• Support a range of business applications and collaboration tools

Requirements

• Experience working in an IT Service Desk or User Support role
• Understanding of ITIL processes (Incident, Request, Problem Management)
• Strong problem-solving and organisational skills
• Good communication and customer service skills
• Ability to work effectively as part of a team
• Willingness to learn and develop technical and support skills
• Ability to obtain and maintain relevant security clearance (e.g. BPSS, SC) as required