The Works
Technology Service Desk Analyst
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Technology Service Desk Analyst
Technology Service Desk Analyst
Location
Hybrid: 2-3 days at our Support Centre in Coleshill, Birmingham.
About The Works
We don’t just sell products. We inspire reading, learning, creativity and play. The Works. It literally means everything. And whatever your story or background, we’re all about unlocking imagination and making creativity accessible to everyone.
Our mission goes beyond toys, books, and art supplies. It’s about inspiring people to read, learn, create and play.
If you have the right passion, everything starts with you.
About the Role
Become a Technology Service Desk Analyst
The purpose of this role is to be the driving force behind rapid incident resolution and request fulfillment. You’ll take charge of restoring services quickly, ensuring minimal disruptions with clear, timely communication. This role demands a proactive problem-solving mindset to deliver seamless operations – turning challenges into opportunities for improvement.
Your impact will support crucial operational continuity across the entire organisation.
Your Mission
- Take charge of logging, categorising, and prioritising incidents, ensuring each is owned and addressed with precision.
- Perform quick diagnostics and error checks to resolve issues efficiently, escalating when necessary to maintain smooth operations.
- Identify incident trends to prevent major disruptions through proactive insights.
- Ensure closed-loop resolution, logging detailed, accurate final outcomes for every ticket.
- Maintain SLA compliance, keeping stakeholders informed with timely updates at every step.
- Contribute to building an ever-evolving user knowledge base to enhance team efficiency.
- Record and document incidents accurately, ensuring critical details are comprehensively captured.
- Continuously improve first-time fix rates to drive team and end-user experience optimisation.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Key Characteristics
The best fit will demonstrate:
- A genuine passion for learning within the tech ecosystem.
- Exemplary communication skills able to explain technical matters with clarity and approachability.
- Analytical problem-solving talents, breaking down complex issues to find solutions efficiently.
- A naturally tech-savvy mindset with curiosity and enthusiasm for new challenges.
- Attention to detail paired with intuitive instincts to notice patterns or anomalies and act accordingly.
- A positive, can-do attitude, ready to tackle any challenges that arise.
Desirable Experience
- Technology support experience, with a strong track record of delivering seamless resolutions.
- Relevant study or qualifications in technical fields to contextualise your expertise.
- Hands-on experience with:
- ITSM tools
- Remote access tools
- Antivirus/log management
- Systems administration support
- Generic email workflows -(key/business applications)
- Recognised professional certifications in fields like:
- ITIL Foundation
- Service Desk Institute
- MCSA
- CompTIA certifications
- Security+, ITIL Practitioner, & technical diplomas
- Enterprise-level Service Desk experience, adhering to ITIL best practices with a demonstrated history of driving efficiency.
Our Team Culture & Development
Our Purpose
To inspire reading, learning, creativity and play.
Our Values
✨ Crafty | Smart with what we’ve got. Think creatively but resourcefully – innovation that tackles challenges with ingenuity. 💖 Caring | Heart in every action. We nurture meaningful relationships both internally and with our customers. 🚀 Can-do | Energy that gets it done. Undeterred optimism when delivering – we action our ambitions with relentless enthusiasm.
We Listen. We Care
Every year, we conduct an anonymous colleague engagement survey to hear your feedback and suggestions.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
We value your input for shaping our organisation. Your views help us identify excellence and continually improve!
Diversity, Inclusion & Accessibility
At The Works, we foster an inclusive culture for everyone. Our roles contribute to a workplace where:
- Ethnic minorities, carers, disabled individuals and employees of all backgrounds are both welcome and supported.
- LGBTQ+ members (including those identifying as lesbian, gay, bisexual, trans, non-binary, or under another term) are part of our dynamic community.
We embrace flexible working discussions where possible while honouring your rights to request reasonable adjustments for interviews.
Why Join Us?
Our PERKS really are ‘The Works’
✅ 25% Colleague Discount – Plus exclusive Double Discount Days! ✅ MyWorks – Access vetted online discounts for hundreds of retailers, holidays, utilities, tech and more. ✅ Family-Friendly Leave – Increases on standard maternity, paternity, and adoption pay to celebrate life milestones. ✅ Holiday – 33 days (including public holidays). ✅ Holiday Purchase Scheme – Buy 5 extra days of leave to reward yourself. ✅ Can-Do Academy – Free instant access to training and development in topics of interest. ✅ Stream – Claim early access to 50% of your wages as they’re earned, providing financial flexibility. ✅ Share Scheme – Own a piece of the company (inspiration for your inner monopoly mogul!). ✅ 24/7 Support – Employee Assistance Programme offering counselling for you and your family. ✅ Healthcare Cash Plan – Supports common healthcare expenses. ✅ Enhanced Packaging: Over 10 years, we provide (examples from the original):
- Long Service Awards
- Pension benefits
- Life assurance
- Cycle-to-Work programme
- Optional charity giving
Let your imagination take flight! 💛💙
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills