Conscia
Service Desk Analyst
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Service Desk Analyst
Service Desk Analyst – Permanent, Full-time, Remote (North West England-based)
Location: Remote (with occasional travel to customers’ sites in Manchester/Liverpool, candidates must be based in the North West of England) Department: Service Governance & Operations Hours: Full-time On-call: One week per month, with allowance included
About Conscia
Conscia is a leading cybersecurity, networking, hybrid cloud, and observability solutions provider for mission-critical IT infrastructure in large European organisations. Serving clients across finance, healthcare, manufacturing, utilities, retail, and the public sector, Conscia designs and implements bespoke IT solutions, supporting organisations through their entire technology lifecycle. Founded in 2003 and owned by Nordic Capital, the company employs 1,500+ people across 11 European markets, including the UK.
People and Culture
Conscia’s culture is built on three core pillars:
- Inspire Trust
- Commit to Collaborate
- Deliver on Promise
- Learn for Life
- Embrace Sustainable Change
The business prioritises inclusivity, fostering engagement, and professional growth, with policies supporting flexibility and work-life balance.
The Role
The Service Desk Analyst is the first point of contact for clients interacting with Conscia’s Service Desk, responsible for logging, triaging, resolving, or escalating incidents and service requests efficiently. Operating within Conscia’s managed services support environment—mostly focused on Cisco technologies but extending across Juniper, Palo Alto, and Fortinet—this is a client-centric, problem-solving role that ensures high standards of service availability and client satisfaction.
Responsibilities
Incident & Service Request Handling
- First-contact response: Acknowledge all client queries via phone, email, Webex, portal, or monitoring systems within agreed SLAs, ensuring prompt and professional engagement.
- ITSM workflows: Accurately log, prioritise, and categorise incidents/requests in the ticketing system, aligning with Conscia’s processes.
- Resolution & escalation:
- Diagnose and address connectivity, hardware, and software issues within the 1st-line scope, maximising first-contact resolution.
- Escalate issues to 2nd-line support with complete, clear documentation when required.
- Client communication: Provide proactive updates to clients and internal teams throughout the incident lifecycle to sustain a positive experience.
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Service Monitoring & Proactive Support
- Alert triage: Proactively monitor client environments using Conscia’s tools, addressing alerts before they impact service.
- Routine maintenance: Perform system checks, updates, and patching to maintain stable environments.
- Issue identification: Analyse monitoring data and ticket trends, reporting recurring problems to the Service Operations Manager for deeper investigation.
Documentation & Knowledge Management
- Incident tracking: Maintain detailed, accurate records of all incidents, resolutions, and temporal workarounds.
- Knowledge base contributions: Create/update FAQs, troubleshooting guides, and support procedures from resolved issues.
- Network/configuration documentation: Record client configurations and standards in line with Conscia’s policies.
Security & Compliance
- Policy adherence: Apply Conscia’s security policies and client-specific requirements to manage access and maintain environments safely.
- Proactive identification: Report potential vulnerabilities or compliance gaps promptly to the Service Operations Manager.
- Professional development: Stay current with industry best practices in cybersecurity and support frameworks.
Requirements
Essential
- Experience in 1st-line service desk or incident management roles, including ticket-based support.
- Strong foundation in networking principles, with hands-on expertise in:
- Routing, switching, and connectivity troubleshooting
- Preferred experience on Cisco, Juniper, Palo Alto, or Fortinet
- Familiarity with ITSM systems and structured support workflows.
- Ability to communicate technical details clearly to non-experts.
- Licence or commitment to certification: Skilled practitioners show evidence of or plan to obtain any of the following:
- Cisco CCNA, Juniper JNCIA, CompTIA Network+, or equivalent.
- Analytical problem-solving: Systematic diagnostics under pressure with attention to detail.
- Organisational skills: Efficient management of multiple open tickets while meeting SLA commitments.
- Client-focused mindset: Cultivating collaborative, solution-driven interactions.
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Nice to Have
- ITIL Foundation certification or exposure to ITIL principles.
- Hands-on experience in managed services or tech partnership environments.
- In-depth Cisco-centric knowledge (though awareness of other vendors is advantageous).
- Experience with network monitoring tools (e.g., Zenoss, PRTG, SolarWinds) and proactive alerting platforms.
Working Arrangements
- Remote operations with occasional site visits in the North West England.
- Full UK driving licence required (self-provided vehicle logistics).
- On-call rota: Includes one week per month of coverage outside core hours, compensated by an additional allowance.
Success Measures
- SLA adherence: Meeting agreed response and resolution timeframes for all incidents.
- Resolution metrics:
- High first-contact resolution rate for qualified incidents.
- Client satisfaction score reflecting professionalism and clarity in communication.
- Documentation quality: Maintaining clean, complete, and actionable ticket records with no missing follow-ups.
- Escalation efficiency: Clean handoffs to 2nd line, with no rework on gathered details.
Benefits
Conscia’s tailored benefits package supports work-life balance, professional growth, and employee well-being:
- 25 days annual leave, plus 1 holiday buy/sell scheme (up to 5 extra days).
- Paid birthday leave.
- Flexible working arrangements.
- 40 days occupational sick pay.
- Life assurance / private healthcare.
- Electric and bicycle purchase schemes.
- Enhanced maternity/paternity pay policies.
- YuLife voucher rewards for engagement.
- Positively inclusive culture focusing on stakeholder support.
- Ongoing professional development opportunities.
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