Aston Martin
Service Desk Analyst - St Athan, Wales
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About Aston Martin
IT is a critical business enabler at Aston Martin, supporting core platforms such as ERP, CRM, and PLM alongside modern digital services.
About the Service Desk
The Service Desk sits at the center of day-to-day operations, restoring service quickly and consistently. The team focuses on delivering a strong user experience through excellent customer support, disciplined processes, and accurate ticketing. We continue to invest in modern technology, including ServiceNow, automation, and AI-enabled support, to drive continuous improvement.
About the Role
As a Service Desk Analyst, you will provide first-line technical support to colleagues across the business. You will restore service quickly and professionally through walk-up support, ServiceNow, and email, while delivering a positive and user-focused experience.
This is an entry-level Service Desk role, ideal for someone with proven IT support experience who is ready to build their skills further. You will work within ITIL-aligned processes and use modern tools and knowledge to improve First Contact Resolution. With coaching and exposure to wider IT operations, you will develop your technical capability and professionalism, with clear opportunities to progress into more senior Service Desk or IT Operations roles.
Responsibilities
- Deliver a professional support experience across walk-ups, email, and ServiceNow, ensuring work is prioritized correctly and users are kept informed.
- Log, categorize, and manage all incidents and requests accurately in ServiceNow, with clear symptoms, actions, and outcomes recorded.
- Diagnose and resolve end-user computing incidents while meeting agreed SLAs and contributing to improved First Contact Resolution.
- Fulfill standard service requests such as software installation, hardware setup and refresh, password resets, and access provisioning, always in line with policy.
- Escalate issues to Tier 2 or Tier 3 teams with clear diagnostics, evidence, and user impact, while maintaining ownership through to resolution and closure.
- Raise problem records when recurring issues are identified and support investigations by providing accurate timelines, logs, and impact details.
- Create and maintain knowledge articles in line with agreed standards, helping to reduce repeat contacts and support self-service and automation.
- Utilize automation and AI-enabled support tools to streamline common tasks and suggest improvements to scripts, workflows, and knowledge content.
- Maintain an organized IT stock area, following asset handling processes, coordinating third-party support where required, and providing operational support to the wider IT function.
- Assist with Microsoft 365 deployments and licensing, mobile device enrolment, endpoint health checks, printer and scanning device support, and service improvement activities and small project tasks.
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Requirements
- Previous experience in an IT support environment.
- A strong service mindset, good troubleshooting skills, and attention to detail.
- Comfort supporting users with a range of technical abilities.
- Confident using an ITSM tool, ideally ServiceNow, to manage incidents and requests accurately.
- Working understanding of how incidents and service requests are logged, prioritized, escalated, and closed.
- Familiarity with supporting Windows devices and Microsoft 365 applications in an enterprise setting.
- Experience working in a busy service desk environment and exposure to ITIL ways of working are desirable.
- Interest in service improvement, automation, and AI-enabled support tools.
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Working Style
- Approach support professionally, setting clear expectations with users and confirming resolution before closing work.
- Take ownership of issues, follow agreed processes and SLAs, and ensure tickets are kept accurate and up to date.
- Communicate clearly with both technical and non-technical colleagues and are comfortable producing concise written updates and handovers.
- Reliable and diligent in your approach, paying attention to detail while looking for ways to improve how the service operates.
- Learn quickly, make good use of available knowledge, and are willing to document repeatable fixes to help reduce future demand.
Belong at Aston Martin
We understand that the incredible beauty, craft, and art that defines an Aston Martin comes from the inclusion of our amazing people.
We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, color, religion, disability, sexual orientation, and beliefs. We celebrate diversity and are seeking applicants who can bring something different. Please speak to us if there is anything you need to support making an application with us.
The post holder will be required to comply with all policies and procedures issued by and on behalf of Aston Martin Lagonda Ltd.
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