James Fisher and Sons plc
Service Desk Analyst
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Service Desk Analyst
Service Desk Analyst
Location
London
Employment Type
Full-Time, Permanent
The Role
The Service Desk Analyst sits within our London office, working as part of the wider Service Desk team based in Knutsford. You’ll provide first-line IT support to London users, acting as the main point of contact and taking ownership of issues through to resolution or escalation.
You will be working in a fast-paced environment, supporting colleagues at all levels, including senior leadership. The role requires a calm, organised approach, with a focus on delivering a reliable and professional service while managing competing priorities.
Responsibilities
- Act as the first point of contact for IT issues and queries, delivering high-quality customer service.
- Resolve most IT requests (hardware/software) at first contact.
- Log and manage incidents via GBS service desk software with accuracy and attention to detail.
- Assess business impact, assign appropriate SLAs, and escalate issues promptly when needed.
- Own user issues from start to resolution, ensuring timely updates and clear communication.
- Follow Incident Management procedures and maintain documentation and asset records.
- Liaise with third-party suppliers to resolve issues and ensure SLA compliance.
- Contribute to weekly service desk reporting and maintain support documentation/standard operating procedures (SOPs).
- Be flexible to support out-of-hours work when required (by mutual agreement).
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Requirements
- Excellent communication skills (verbal & written).
- Excellent customer service skills.
- Good technical foundation in a first/second line service desk role.
- Ability to troubleshoot, diagnose, and resolve IT-related issues.
- Experience with Incident Management and SLAs.
- Proficiency in using service desk software and maintaining accurate records.
- Ability to work effectively with third-party suppliers.
- Strong problem-solving skills and attention to detail.
Why Join Us?
- Competitive benefits tailored to the division.
- Opportunities for career growth and visibility across the organisation.
- A supportive, inclusive culture that values your ideas and contributions.
- Work that truly makes a difference in safety, innovation, and global capability.
About Us
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James Fisher is a global engineering services company with over 50 years of experience delivering complex offshore energy projects in some of the world’s most challenging environments. We operate across Energy, Defence, and Maritime Transport, leveraging cutting-edge technology and deep expertise to support the full lifecycle of our customers’ assets.
Our One James Fisher strategy unites our capabilities under a single vision, building a stronger, more cohesive business within the Blue Economy.
[Visit our website](Home | James Fisher and Sons plc) [Learn about our values and behaviours](About us | James Fisher and Sons plc)
Our Commitment
At James Fisher Sons, we are committed to taking positive action on diversity and strongly encourage applications from candidates of all backgrounds. We are a Disability Confident employer and recognise that our success is driven by the talent and diversity of our workforce.
For an accessible recruitment experience, we partner with Vercida. [Learn more](James Fisher and Sons diversity, inclusion, culture - VERCIDA).
Apply early to avoid disappointment, as our vacancies may close before the deadline is reached.
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