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Service Desk Analyst
Service Desk Analyst | Basingstoke (Onsite)
Location: Watford (Onsite) Hours: Monday – Friday, 07:00 – 17:30 (40-hour week)
About the Role
Are you passionate about technology and delivering excellent customer service?
We’re looking for a Service Desk Analyst to join our Managed Services team, based on-site at a customer location in Watford. This is a front-line role where you’ll be the first point of contact for technical issues and service requests, ensuring every query is owned, progressed, and resolved.
As this is an on-site role, you’ll also act as the “walk-up” point of contact for users who come directly to IT with issues and requests. You’ll be expected to deliver calm, professional first responses, provide updates throughout the process, and take ownership of incidents from initial triage to resolution or escalation. The role requires proactive and independent working, supported by in-house colleagues and the wider team when necessary.
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Key Responsibilities
- Handling technical support queries via phone, email, and instant messaging:
- Logging all requests accurately in the customer’s ITSM tool.
- Ownership of cases from first contact through complete resolution, keeping users updated at each stage.
- Triage and resolve faults within your defined area of expertise.
- Escalate intelligently when necessary, ensuring smooth communication between end users and internal resolver teams.
- Supporting systems, including:
- MS Office
- Windows OS
- Active Directory
- Remote connection tools
- Documenting known issues and fixes for reuse and improvement.
- Adhering to contractual SLAs and ensuring a consistently positive customer experience at every interaction.
Essential Requirements
- Experience in a Service Desk or technical support environment, ideally within a Managed Service Provider.
- Proficiency in working with:
- Active Directory
- Windows 10+
- iOS and Android
- Ability to translate technical issues into clear, non-technical explanations for end users.
- Strong personality traits:
- Calm under pressure
- Proactive and take ownership of problems rather than passing tasks.
- ITIL v3 Foundation certification (minimum).
- (Bonus:) Experience with Hornbill, though not mandatory.
- A strong history of customer service excellence and team collaboration.
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Core Qualities for Success
✔ Customer-centric mindset ✔ Strong problem-solving and decision-making abilities ✔ Accountability and ownership of incidents ✔ Team collaboration and clear communication ✔ Attention to detail ✔ Empathy and patience when supporting users
Why Join Us?
If you thrive on resolving technical challenges, enjoy user support, and work well in a collaborative team, apply now to help us keep businesses running smoothly.
Apply today!
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