Help for Heroes
IT Service Desk Analyst
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IT Service Desk Analyst
Salary: £30,255
Location: Remote with regular travel to Head Office in Downton, Wiltshire (minimum 1 day a week). Applicants should ideally live within approximately one hour’s travel of the office. Additional travel to UK locations within a working day is to be expected where required for the performance of duties. Absence from home overnight may be required on occasion.
Contract: Permanent
About the Opportunity
We have an incredible opportunity for an IT Service Desk Analyst to join our IT team and help deliver high-quality, colleague-focused IT support across Help for Heroes.
This is a varied and rewarding role for someone who enjoys solving problems, supporting people and contributing to practical service improvements in a charity with a clear purpose.
About the Role
As an IT Service Desk Analyst, you will be at the heart of the colleague technology experience, providing responsive 1st and 2nd line support and helping people get the best from the systems, devices and tools they rely on every day. You will take ownership of incidents and service requests from initial logging through to resolution or appropriate escalation, balancing technical troubleshooting with clear communication and excellent customer service.
You will support a broad range of activity including hardware, software, Microsoft 365, user access, asset management, operational projects and service improvement. The role offers the chance to build strong knowledge of our organisation, contribute to better ways of working and play an important part in keeping our people connected, productive and supported.
- Provide high-quality 1st and 2nd line support, responding to colleague incidents and service requests in line with agreed procedures and service expectations.
- Take ownership of tickets from initial logging through to resolution or appropriate escalation, ensuring priorities are managed effectively and stakeholders are kept informed.
- Support joiners, movers and leavers processes, including user accounts, access permissions, hardware, software and accurate operational records.
- Maintain and update IT documentation, knowledge articles, asset records and support information to improve consistency and first-time resolution.
- Contribute to service improvement by identifying trends, recurring issues and opportunities to strengthen workflows, reporting and user guidance.
- Promote secure ways of working by following information security, data protection and approval processes, and escalating potential risks or incidents promptly.
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About You
Are you someone who enjoys solving technical problems, supporting colleagues and taking ownership of work through to a clear outcome? Do you communicate confidently with people at different levels of technical understanding, stay calm under pressure and take pride in providing a professional, helpful service?
If you have experience in an IT service desk or technical support environment, good working knowledge of Windows 11 and Microsoft 365, and the ability to prioritise, troubleshoot and escalate appropriately, we would love to hear from you. Experience with service desk tools, Active Directory or Entra ID, hardware troubleshooting, remote support, ITIL-aligned processes or supporting geographically dispersed colleagues would be especially valuable.
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About the Team
You will join a friendly, knowledgeable and collaborative IT team that is focused on delivering reliable, practical and people-centred support. We work closely with colleagues across Help for Heroes, helping them use technology confidently so they can focus on supporting the Armed Forces community.
The team values clear communication, shared knowledge, continuous improvement and a supportive approach to problem solving. This is a great opportunity to develop your technical skills, contribute ideas and make a visible difference to the way IT services are delivered across the charity.
What We Offer
- Belonging to a team who make a difference to our community and value equality, diversity and inclusion.
- 29 days’ annual leave plus 8 bank holidays, regardless of service — plus your birthday off to celebrate!
- Opportunity to buy and sell up to 5 days annual leave per year.
- Added to our free health scheme from day one, including discounts on dental, opticians, massages, and more - with the option to upgrade.
- 3 volunteer days per year to support the Help for Heroes community.
- A generous salary sacrifice pension scheme with an 8% employer contribution and a minimum 3% employee contribution, plus life insurance up to 4× salary as an active member.
Application Deadlines
Closing date: Sunday 16th Aug 2026 (applications may be closed early if we receive a high number of strong applications).
Interview Process: Competency-based interview, which will be held in person, on Tuesday 25th Aug 2026.
We are committed to equality, diversity and inclusion and welcome applications from all backgrounds.
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