Service Desk Analyst

Job Description

We have an exciting opportunity for a Service Desk Analyst to join our expanding IT Operations team, that is supporting our ambitious growth plans over the next few years. This is a critical role, ensuring the smooth running of IT services and delivering excellent experience to colleagues across the business, both field and office-based.

Responsibilities

• Technical support & issue resolution: Investigate and resolve 1st and 2nd line support queries, confidently managing complex technical issues to ensure timely and effective resolution.
• IT asset & equipment management: Provision equipment for new starters and support hardware refresh cycles as part of the IT asset management lifecycle.
• Customer service excellence: Deliver proactive, professional, and customer-focused support to colleagues at all levels, ensuring clear communication and a positive service experience.
• Responsiveness & prioritisation: Act with urgency and ownership to respond promptly to support requests, effectively prioritising tasks during busy periods while maintaining attention to detail.
• Continuous improvement: Contribute to the ongoing development and enhancement of service desk documentation, including user guides and solutions for common issues.

What you'll need to succeed

We're looking for a Service Desk Analyst who is a flexible, motivated self-starter and thrives in a small, fast-paced, and collaborative team environment.

In this role, you'll work with colleagues from across the business, so you'll be confident communicating with a wide range of people. You'll have strong attention to detail and be able to work at pace while maintaining accurate records. Organised and proactive, you'll manage your time effectively to ensure prompt resolution of support requests and consistently deliver excellent service.

With in-depth knowledge of computer programs/hardware you'll be skilled in troubleshooting technical issues as well as triaging and progressing more technical issues. Most importantly, you'll be committed to helping colleagues access and make the most of the systems they rely on every day.

Essentials

• Strong verbal and written communication skills
• Experience of gathering key information to triage technical problems.
• Strong problem-solving skills and experience, with a determination to get to the root cause and diagnose technical issues.
• Excellent attention to detail
• A team player with strong interpersonal skills
• Ability to prioritise a varied and demanding workload to meet agreed service levels
• Confidence learning and using unfamiliar IT applications and software
• Adaptable and comfortable working in an evolving environment
• Ability to remain calm and effective during high call volumes or high-impact incidents
• Experience with Windows and Mac OS

Hybrid working explained: When and where you'll be in the office

Our office is based in Chippenham, Wiltshire. For this role, we're looking for candidates who can come in to our Chippenham office, once a week, based on location.

We offer both formal and informal flexible working options. Full-time hours are 37.5 per week, Monday to Friday.

The office is fully accessible, allowing everyone to participate fully in their working lives regardless of any mobility challenges. We promote work-life balance and flexibility through hybrid working, which combines both remote and office work.

Benefits you can rely on

Great allowances for hybrid working:

🏡 £500 work from home allowance - an annual allowance paid monthly alongside your salary to support with working from home costs.

🚆 £500 travel allowance - an annual allowance paid monthly alongside your salary to support with travelling to work costs.

📖 £500 annual development allowance: To spend on your chosen development area, whether that's in your current role, or future roles.

🎁 8% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.

🌞 Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You'll also have the option to buy additional leave, allowing for a better work-life balance.

💸 Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.