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Service Desk Analyst
Service Desk Analyst – Leeds (Hybrid: 2–3 Days in Office) – Permanent
Summary
We’re seeking a Service Desk Analyst to join our Leeds-based team. You’ll cover 1st and 2nd line IT support, providing troubleshooting, issue resolution, and problem-solving at the first point of contact. We need an individual with strong analytical skills, attention to detail, and the ability to deliver exceptional service to colleagues across the business.
Key Deliverables
- Maintain accurate and up-to-date process documentation
- Identify and propose process improvements, collaborating with the Senior Service Desk Analyst
- Serve as the primary contact for IT-related phone calls, emails, and queries from employees
- Ensure proper logging, assignment, and timely resolution of support requests in line with the ICT Service Level Agreement (SLA)
- Foster strong internal relationships through excellent verbal and written communication
- Escalate major incidents and high-impact user issues to the correct teams within SLA timelines
- Document and escalate unresolved requests per guidelines while maintaining high professional standards
- Assist with IT Projects (from Request for Change (RFC) to implementation and review) to support business system availability, efficiency, and security
- Implement remote fixes, workarounds, and user recovery solutions
- Uphold confidentiality and adhere to ICT policies at all times
- Document and escalate Information Security risks to mitigate incident impact
- Attend internal and external training to stay current with technological and process advancements
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Requirements & Skills
Qualifications & Experience
- ITIL Foundation certification
- Proven experience in 1st and 2nd line support roles
- Strong verbal and written communication skills
- Experience working with:
- Active Directory
- Password resets
- Security group administration
- Hands-on knowledge of:
- Windows 11
- Microsoft Office 365
- Exposure to networking technologies, including:
- VPN
- Wireless (Wi-Fi/LAN)
- WAN
- Solid experience with:
- Troubleshooting iOS and Android mobile devices
- Mobile Device Management (Microsoft Intune or similar)
- Ideally, Apple Mac OS in a corporate environment
- Familiarity with Microsoft System Centre Configuration Manager (SCCM) for desktop/laptop support
- Experience supporting CAD applications such as AutoCAD, Revit, and Navisworks
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Next Steps: Our Commitment to Inclusivity & Accessibility
We are focused on building a workplace culture built on inclusivity, fairness, and mutual respect. This philosophy spans our recruitment process.
- We will notify you well in advance of each stage.
- If you require reasonable accommodations during the application or interview process, please let us know – we will work with you to meet your needs.
About Us
We are a leading independent engineering and services business in the UK:
- Founded in 1921, with a £500m turnover and 3000 employees
- A proud history of developing talent through training investment
- Operate across building and infrastructure sectors, delivering innovative and forward-thinking solutions
- Prioritise employee growth and progression, offering:
- A defined development path
- Regular reviews
- Training opportunities
- Ongoing support to help you reach your full potential
Join a company that empowers its people and drives ground-breaking projects with the latest technology.
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