System C
Junior Service Desk Analyst
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At System C, we create technology that connects care. Our systems support health, social care, and education organisations to deliver better outcomes, and our people play a vital role in keeping those services running smoothly.
We are looking for an Associate Service Desk Analyst to join our Technical Services team. This is an entry-level role and the starting point of a structured two-year development pathway, designed to build you into a fully capable Service Desk Analyst.
What you will be doing
As part of the Service Desk, you will be the first point of contact for customers, supporting a wide range of products across social care, education, and healthcare. You will work under supervision initially, gaining confidence and independence as your skills develop.
Your responsibilities will include:
- Logging and categorising incidents and service requests accurately using tools such as Jira.
- Carrying out initial triage to confirm urgency and completeness of information.
- Resolving straightforward issues using internal knowledge and documentation.
- Escalating incidents appropriately and monitoring progress in line with service levels.
- Communicating clearly and professionally with customers via phone, email, and service portal.
- Maintaining detailed and accurate records to ensure a clear audit trail.
- Working closely with internal teams and third-party suppliers to support incident resolution.
- Identifying recurring issues and flagging trends to support continual improvement.
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Learning and development
You will complete a structured two-year training programme, including internal system certifications, shadowing experienced analysts, and training in NHS and local authority environments, data protection, and support best practice. This role is designed to prepare you for progression to Service Desk Analyst.
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What we are looking for
We are open to candidates from a range of backgrounds. You do not need previous IT support experience, but you should be motivated to learn and comfortable working in a fast-paced, customer-focused environment.
You will bring:
- A strong interest in technology and IT support.
- Clear written and verbal communication skills.
- Good organisation and time management.
- A friendly, professional approach, even under pressure.
- Willingness to ask questions and learn from others.
Previous customer service experience or exposure to incident management tools is helpful but not essential.
Apply today and start building your career in IT support with a team that values collaboration, ownership, and continuous learning.
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