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Service Desk Analyst
Location: Bracknell (On-site)
About the Role
Our purpose is to make the world more sustainable by building trust in society through innovation. As a Service Desk Analyst, you will contribute to this mission by ensuring our people have secure, efficient, and reliable IT systems, enabling them to deliver critical services with confidence.
We are seeking a dynamic Service Desk Analyst to provide first-hand technical support to end users within a highly secure Defence environment. In this role, you’ll serve as the first point of contact for IT support, resolving technical incidents, fulfilling service requests, and guiding users to utilise IT systems effectively.
Collaborating with a supportive team, you’ll benefit from strong mentoring and training opportunities to develop your technical skills and progress within the IT function.
Key Responsibilities
- Act as the first point of contact for IT support queries across phone, email, or the ticketing system
- Log, prioritise, and resolve incidents and service requests while adhering to SLAs
- Troubleshoot common issues across Windows 10/11, Microsoft 365, and standard desktop applications
- Manage user accounts, passwords, and permissions in Active Directory
- Escalate complex or high-impact issues to second-line or specialist teams
- Provide clear communication and exceptional customer service to end users
- Maintain accurate records and documentation within the IT Service Management tool
- Contribute to process improvements and knowledge sharing across the team
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Experience & Skills
- Previous experience in a 1st Line, Service Desk, or Helpdesk support role
- Strong communication and customer service skills (both written and verbal)
- Working knowledge of Windows 10/11 and Microsoft 365
- Experience with Active Directory for password resets and account management
- Familiarity with ITSM or ticketing tools (e.g., ServiceNow, Remedy)
- A problem-solving mindset, with attention to detail
- Ability to thrive in a secure, process-driven environment
Note: Candidates who may not meet all requirements should still apply. We value skills such as problem-solving, culture service, and technical support background.
Security Clearance
Eligibility and willingness to undergo security clearance for this Confidential/Protected role is mandatory.
Benefits
- 26 days' annual leave plus public holidays (3 flexible)
- Pension – Double matching contributions up to 10%
- Life assurance
- Company-wide incentive plans
- Flexible benefits: Enhanced options, such as additional holidays, travel discounts, dental, or critical illness cover
- Company discounts
- Employee Assistance Programme / virtual GP
- Immediate access to flexible working arrangements (Work Your Way)
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Recruitment Process
The recruitment process consists of a single-stage interview.
Diversity & Inclusion
We are a Disability Confident Employer and actively support applicants with disabilities through the Disability Confident Interview Scheme. Email EMEIArecruitment@fujitsu.com for guidance.
Fujitsu prioritises responsible employment, recognised as:
- A Certified Disability Confident Leader
- Top 50 employer for Gender Equality (The Times)
- Top 75 employer for Social Mobility
- Living Wage Foundation accredited employer
- Stonewall Top 100 Employer
- A Race at Work Charter signatory and UN LGBTI+ standards supporter
#LifeAtFujitsu – At Fujitsu, we empower you to Be Completely You. Our diversity networks and inclusive communities help support employees across all identities in our innovative work environment.
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