Service Desk Analyst

Service Desk Analyst - IT Services - Swindon

Please note: all potential candidates must be eligible for Security Clearance

Our client, a well-establish and reputable managed service provider is seeking a motivated and technically driven Service Desk Analyst to join them on a permanent basis.

They provide a wealth of different technical services, predominately to government and defence clients.

They offer excellent career progression prospects and embrace further learning and development; this is a long term opportunity where you'll be given genuine opportunity to develop your skill set and progress within the business.

Role overview:

You'll be joining an agile and well-established service desk and working on the front-line providing 1st line support to their managed service customers.

You'll be the first point of contact for external and internal customers providing diagnosis, resolution and/or escalation.

You'll need to possess a ‘customer centric' approach to your work and be able to manage a busy workload of varying demands.


-Provide 1st line support to their customers, via email and phone

-Provide excellent levels of customer service at all times, ensuring that issues are resolved and in line with SLAs

-Take responsibility for requests that come through the service desk by identifying, registering and categorising incidents

-Troubleshoot and resolve basic technical issues

-Keep customers updates on the progress of their incident

-Ensure that all actions and diagnostics performed are accurately recorded in their Service Management Tool


-Previous experience working in some form of IT support

-Excellent communication skills, both written and verbal

-Knowledge of any of the following technologies would be beneficial; Active Directory and User Account management, Microsoft Office suite, Windows 10 and Microsoft Server 2016 - 2019, general knowledge of software/hardware installation/troubleshooting, Linux operating systems, basic networking knowledge, server backups/restores, laptop/desktop builds

Offering up to £25,200 PA plus numerous other benefits including discretionary bonuses, private health benefits and excellent training/further learning opportunities.

You will also need to be willing to be a part of a 24x7 shift rota (4 on, 4 off format 7am - 7pm, 7pm to 7am).

This role will require you to be onsite full time due to the nature of the work.

Travel: Some travel to client sites may be required

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