IT Service Desk Analyst

TL;DR

IT Service Desk Analyst: Manage inbound incidents and requests via email, phone, in-person, and ITSM tools, ensuring speedy resolution and adherence to SLAs with an accent on high-volume support in a busy environment. Focus on troubleshooting enterprise IT issues, documenting steps, escalating appropriately, and maintaining customer updates.

Location: Leeds, 5 days onsite per week, covering early and late shifts (7am-5.30pm on rota: Earlies 07:00-15:30, Lates 09:00-17:30). Flexibility to travel to other office locations.

Salary: £25,000 - £35,000

Company

UK's number one flat-fee investment platform with £75 billion AUA and over 450,000 customers.

What you will do

• Log, progress, and resolve incidents and service requests according to standards and procedures.
• Document all steps taken in the ITSM tool and adhere to standard operating procedures.
• Escalate calls to appropriate teams while managing customer expectations and updates in line with SLAs.
• Provide excellent customer service to internal users across the organization.
• Cover early and late shifts on a rota basis and travel to other office locations as needed.

Requirements

• Preferable minimum 3 years experience in a busy IT Service Desk environment supporting large user bases.
• Strong troubleshooting skills with Microsoft products (Office suite, M365, Windows 11, Exchange, Office 365).
• Knowledge of laptop/printer hardware, networks, phones, mobiles, PC OS, and AV technologies.
• Ability to log, progress, and resolve calls using ITSM tools; strong verbal/written communication.
• Technical understanding of enterprise IT and ITIL-based service management.

Nice to have

• Certifications such as MSCP, ITIL, or recognised IT qualifications.
• Experience supporting macOS.

Culture & Benefits

• Group Personal Pension Plan (8% employer, 4% employee contribution).
• Life Assurance, Group Income Protection, Private Medical Insurance (Bupa).
• 25 days annual leave plus bank holidays; staff discounts on investment products.
• Personal & Well-being Fund, retail discounts, voluntary flexible benefits.