446 Helpdesk Analyst jobs in the United Kingdom

Job title: Helpdesk OSD analyst
Location: Hybrid (3 days on-site in Manchester)

Duration: 6 months

Pay Rate: 250 per day

Are you a proactive and technically skilled analyst with a passion for service excellence? We're recruiting for a Helpdesk Analyst to join a high-performing ITSM team within a major telecoms organisation. This role offers the opportunity to make a real impact in a fast-paced environment.

Key Responsibilities

• Collaborate with the OSD Squad Lead and Lead Analysts to support all aspects of the OSD squad and ITSM Chapter.
• Foster a team ethic by actively participating in discussions about team rota and helpdesk operational hours.
• Resolve incoming work efficiently, aiming for first-time resolutions while maintaining high-quality triage and analysis.
• Drive quality in all responses and communications, ensuring professionalism and adherence to timelines.
• Monitor and manage events, alerts, and alarms to support ITSM performance, ensuring resolutions are within SLA.
• Build and nurture strong relationships both internally and externally to enhance service delivery for our customers.
• Complete and document Root Cause Analyses (RCAs) and Post Incident Reviews (PIRs), recommending improvements where necessary.
• Contribute to ITSM-driven initiatives, collaborating as a chapter to implement positive changes.
• Create and maintain Knowledge Base articles for team sustainability and support.
• Identify and recommend process improvements, supporting the chapter's continuous enhancement efforts.
• Stay informed about business changes and deployments, ensuring all operational impacts are documented and communicated.
• Manage problem cases, driving them to resolution while providing regular updates.
• Support the access control process, enhancing workflows as opportunities arise.

Key Skills and Experience

• Strong help desk or technical support background
• Familiarity with APIs and hands-on experience using Postman or similar API testing tools
• Experience in unit testing with a focus on continual improvement in API monitoring and performance
• A mindset geared towards optimisation and automation, especially in alerting and incident response processes
• Strong documentation skills to ensure key processes and learnings are shared across the team
• Solid understanding of ITIL v4 (certification required)
• Exposure to Agile methodologies
• A commitment to ongoing personal development in ITIL and Agile practices
• Telecoms experience is highly desirable but not essential

Please note: Due to the high volume of applications, only successful candidates will be contacted. If you do not hear from us within 48 hours, unfortunately, your application has not been successful on this occasion. However, we may retain your details for any future suitable vacancies and contact you accordingly.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

ABOUT DC THOMSON:

At DC Thomson we are a business with a purpose – to make a positive impact on the communities we serve.

We are home to some of the world’s best-loved media brands, organised around local news and radio, companionship, kids, advocacy, energy, puzzles and hobbies.

The Courier, The Press & Journal, The Sunday Post, Beano, Stylist, Puzzler, The People’s Friend, My Weekly, Bunkered, Energy Voice, Findmypast and Brightsolid are just some of the brands you might know us for.

Deeply rooted in our communities, we are investing in data, technology and talent to unlock a new level of understanding about what really matters to our customers. This is how we are shaping the future of media.

We’ve changed the way we work to create a flexible, collaborative, learning-led culture that draws on expertise from across the organisation to create award-winning content and cultural moments that make audiences want to be part of our communities.

Our HQ is in Dundee and we have bases around the UK employing over 1,200 extraordinarily creative colleagues working in a mix of office/home/hybrid. They’re passionate about being part of the story of so many well-loved brands and they’re crucial to our ambitions for the company.

We’re looking for the best people to join us at DC Thomson, to share their energy, ideas and skills and be part of our story.

DC Thomson is on an exciting transformation journey to growth. Our brands matter to people and we are passionate about sustaining meaningful relationships with the communities these brands serve.

Focused on creating brilliant content and experiences that inspire our audiences and communities.

• Job Title: IT Helpdesk Analyst
• Contract Duration: 12-Month Fixed-Term Contract (The successful candidate will join us on an initial 12-month fixed-term contract with the opportunity for review and a strong possibility of the role becoming permanent, subject to business needs and individual performance.)
• Location: Dundee, Scotland, United Kingdom

Requirements

We currently have a fixed-term position for someone looking to start their career journey in the IT department, initially for a year.

We are seeking an enthusiastic person to fill an IT Helpdesk Analyst role based full-time in our Meadowside office.

You will play a vital support role to our staff based around the UK and be part of a fully integrated and multi-skilled service support team, responsible for the support, administration and maintenance of DC Thomson’s Information Systems.

You will be responsible for supporting basic user issues, fulfilling service requests and onboarding new users into the business. As you will be the first point of contact for many users, you will be responsible for triaging incidents accurately and within a timely manner to a Senior Helpdesk IT Analyst.

• Ensuring that our customers receive a high level of engagement. This includes, creating a ticket for their issue and gathering all information possible, setting reasonable SLAs, updating notes and validating closures.
• Support troubleshooting of IT related problems from in-house software to hardware, such as, Laptops, PCs, Printers, etc.
• Troubleshoot basic network issues.
• Ensure that all tickets being triaged have full information and the desired outcome before assigning. As you will be passing the ticket on to different agents, it is your responsibility to gather the information required and inform the user that their ticket has been escalated.
• Ensure that when engaging with users, that they are made to feel important and that their issue, no matter how small, is relevant. Offer advice/quick overviews. Make our users feel that coming to Service Desk has been a good use of their time.
• Publishing support documentation to assist customers with requests for information and provide customer training if required.
• Basic Active Directory/Office 365 knowledge. Creating user accounts, reset passwords, create groups, etc.
• To arrange for external technical support where problems cannot be resolved in-house.

Knowledge, Qualifications, Skills and Experience:

• Previous experience in a similar role would be desirable but not essential
• A recognised Information Systems or Technical Qualification would be desirable but not essential
• Excellent communication and interpersonal skills
• Strong analytical and problem solving skills
• Self-motivated and ability to work independently
• Ability to work with users to understand requirements and translate them into functional and technical requirements and solutions

To apply for this role, please follow our online application process and submit a CV and cover letter.

Benefits

This is a full-time, temporary position (12-month fixed-term contract), working 35 hours per week from our Meadowside/Dundee office. We offer a generous package including 34 days holiday, health cash plan, on-site gym, excellent pension, a competitive salary, and many more staff discounts and benefits.

We are an equal opportunity employer and encourage applications from everyone and do not discriminate on the basis of race, religion, gender, sexual orientation, age, marital status, disability or any other protected characteristics.

If you have any issues with your application, please email

Closing date for applications: Friday, 25th July 2025 at 16:00hrs

Please note that we reserve the right to close the vacancy early once we have received suitable applications. Therefore, please ensure you submit your application as early as possible to avoid disappointment.

• Be part of a globally distributed support team, ensuring continuous service availability every day of the year.
• Use analytical and problem-solving skills to pinpoint issues, apply effective solutions or workarounds, and escalate to technical teams when necessary.
• Respond swiftly to incoming requests, keeping in mind ticket urgency, customer expectations, and service-level commitments.
• Deliver exceptional support with a focus on exceeding SLA targets, and escalate challenges appropriately to maintain service quality.
• Record all interactions and updates clearly in the ticketing system to support team transparency and consistent communication.
• Recreate reported issues when needed to better understand complex problems and assist with resolution.
• Contribute to internal documentation by adding valuable insights and updates to the knowledge base for team-wide benefit.
• Foster strong client relationships, confidently joining customer calls without requiring senior oversight.
• Take ownership of support for specific applications, acting as a go-to expert in those areas.
• Work closely with product, development, and services teams to share insights, improve features, and enhance delivery outcomes.
• Participate in the on-call schedule to support critical issues outside of regular business hours.

• Database technologies such as MySQL; PostgreSQL; Oracle
• Experience with Windows Server and Linux operating systems
• Experience of cloud technologies, in particular AWS
• Excellent problem solving skills and diagnostic skills
• Good customer service and communication skills