Service Desk Analyst

TL;DR

Service Desk Analyst (IT Support): Providing first-line IT support and incident management for public sector clients with an accent on ticket logging, diagnosis, and basic hardware/software troubleshooting. Focus on meeting SLAs, maintaining documentation, and ensuring high-quality customer service.

Location: Onsite in Hartlepool, UK

Company

A global software provider supporting public services including healthcare, law enforcement, and local authorities.

What you will do

• Manage customer mailboxes and accurately log incidents and service requests in the ITSM tool.
• Provide first-line investigation and diagnosis to resolve faults in the shortest possible time.
• Handle First-Line-Fix incidents, such as password resets and account reactivations.
• Collaborate with second-line teams by providing accurate information for escalated calls.
• Maintain and review comprehensive system documentation and support processes.
• Ensure strict adherence to timekeeping and SLAs for call management.

Requirements

• Must be eligible for UK Security Clearance
• Must have pre-existing right to work and travel within the UK
• Previous experience in a 1st line IT support role or similar.
• Proficiency in Microsoft Office suite (Outlook, Excel).
• Strong communication, influencing, and customer service skills.
• Ability to take ownership of issues and make decisions.

Nice to have

• Understanding of the ITIL framework.

Culture & Benefits

• Private Medical Cover funded by the company.
• 25 days paid holiday with the option to buy or sell days.
• 4x basic salary life assurance cover.
• Group Pension Plan with employer contributions up to 8.5%.
• Free access to LinkedIn Learning (15,000+ courses).
• Employee assistance programme for holistic support.