1,421 Helpdesk Lead jobs in the United Kingdom

Job Summary

The Help Desk Team Leader is responsible for supervising and coordinating a small Help Desk Team, triage helpdesk tickets & direct workload to ensure all help desk SLAs are met in an accurate and timely manner.

This is a hands-on role which will require you to investigate & remedy IT issues and/or direct any escalations to the appropriate business unit. You’ll be working closely with the IT Infrastructure Manager to implement any changes which will reduce the amount of help desk calls logged, resulting in better IT services across the business.

The role will also ensure that any regulatory related tasks are performed & adequately documented to ensure the business meets its regulatory requirements & controls stipulated by the auditing team are adhered to.

The Help Desk Team Leader will be office based. Travel within the UK and overseas is a possibility but uncommon.

Essential Duties

• The Help Desk Team Leader will be responsible for:
• Day to day management of office IT systems including workstations, laptops, phones, office servers, network devices and business applications.
• Triage incoming helpdesk calls & assign to relevant business units.
• Manage workload of the helpdesk team.
• Provide day to day support functions as required for internal and external clients.
• Be aware of IT security best practices and ensure that the systems are protected.
• Ensure that documentation for the IT systems is kept up to date and amended where necessary.
• Perform procurement for staff IT hardware (laptops, keyboards, phones etc)
• Technical fault diagnosis and resolution, incident management and assisting with basic troubleshooting and notifications.
• Work on internal processes to improve performance, reliability and usability.
• Create, maintain audit and edit user accounts.  

Requirements

REQUIRED EXPERIENCE / QUALIFICATIONS

• Experience in computer support and knowledge of PC, Server hardware and networking equipment.
• Knowledge in the use of applications such as MS Office 365 and the major Microsoft operating systems.
• Knowledge and experience of the following is essential; MS Windows Server, MS Windows 10/11, Active directory,
• Knowledge of the following technologies is desirable, PowerShell, Networking systems.
• Experience in leading a team is desirable.
• Experience in procurement is desirable.

COMPETENCIES/SKILLS

Communication

• Highly Numerate
• Empowered decision making
• Strong oral and written skills
• Fosters open communication

Personal Effectiveness

• Acts with integrity.
• Demonstrates adaptability.
• Personal organisation
• Sensitive to cultural differences
• Be prepared to be in the front line, handle queries and proactively handle issue resolution
• Strong work ethic and keen attention to detail
• Be diligent, efficient and able to manage multiple conflicting deliverables including working under pressure.
• Question existing procedures, being able to point out weaknesses and suggest improvements challenging the status quo as necessary

Interpersonal

• Builds relationships.
• Able to effectively share knowledge and teach other

Leadership

• Cultivates teamwork
• Effective and positive management of resources

Technical

• Microsoft Server, Active directory including group policy,
• Knowledge of the following technologies is desirable, SQL Server, PowerShell, VMware
• Knowledge of telecom/high transaction volume industries is desirable

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements.

Are you an experienced Service Desk Manager ready to lead from the front in a dynamic, forward-thinking environment?

Join one of the UK's leading organisations and take ownership of a high-performing service desk team, driving service excellence and continuous improvement.

About the Role:

This is an opportunity for an established Service Desk Manager with a strong technical foundation and hands-on experience in a service desk environment. Whether you're rolling up your sleeves to support your team or stepping back to lead strategically, you'll be comfortable switching between hands-on and hands-off leadership as needed.

You'll manage a team of Service Desk Analysts and Senior Analysts, ensuring high-quality support and service delivery across the organisation. This is a key role where your technical insight, leadership skills, and customer-first mindset will make a real impact.

Key Responsibilities:

• Lead, mentor, and develop a team of Service Desk Analysts and Senior Analysts
• Oversee day-to-day operations of the service desk, ensuring SLAs and KPIs are met
• Act as a technical escalation point and provide guidance on complex issues
• Drive service improvements and champion ITIL-aligned processes
• Collaborate with wider IT teams to ensure seamless support and issue resolution
• Foster a culture of accountability, learning, and continuous improvement

What You'll Bring:

• Proven experience as a Service Desk Manager or in a senior service desk role
• Strong technical background with the ability to be hands-on when required
• Excellent communication and stakeholder management skills
• Solid understanding of Microsoft Active Directory
• ITIL Foundation certification (or equivalent experience)
• A proactive, solution-focused approach with a passion for delivering outstanding service

Why Join?

• Be part of a respected UK-leading organisation with a strong reputation for innovation and excellence
• Enjoy a flexible hybrid working model based in Newcastle
• Access to ongoing professional development and career progression

This role is based in Newcastle with hybrid working, offering a competitive salary of up to 52,000.

Ready to lead, inspire, and make a real impact?
Apply today and take your career to the next level.

Service Desk Analyst – London (Hybrid)

The Opportunity

A global financial services organisation is seeking a skilled Service Desk Analyst to join their London-based IT team. This is an exciting opportunity to work in a dynamic, fast-paced environment, playing a key role in ensuring seamless IT support for business users.

The Role

As a Service Desk Analyst , you will:

• p>Provide 1st and 2nd line IT support to end-users via email, phone, and walk-ups.

• Troubleshoot and resolve hardware, software, and network issues.

• Manage incidents, service requests, and alerts through a ticketing system.

• Perform software deployments, routine maintenance, and user onboarding/offboarding.

• Ensure compliance with ITIL processes and documentation standards.

• Deliver outstanding customer service in a busy IT support environment.

What We’re Looking For

< i>

2–3 years’ experience in a busy IT Service Desk environment.

• Strong knowledge of Windows 10/11, Microsoft 365, Active Directory (on-prem & Azure), and Exchange Hybrid.

• Experience with Intune for device management (highly desirable).

• Familiarity with ITIL practices, change controls, and working in regulated environments (financial services experience advantageous).

• Excellent communication, problem-solving, and multitasking abilities.

• Enthusiastic, approachable, and confident in user-facing support.

Working Pattern

• Hours : Monday to Friday, shifts covering 08:00 – 18:00 .

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• Weekly Hours : 33.75 hours, providing excellent work-life balance.

• On-call : Occasional evening or weekend duty, paid in line with company policy.

• Hybrid Working : 3 days in office, 2 days from home.

• Probation : First 3 months fully office-based for training and integration.

Why Join Us?

• Competitive salary and overtime pay for on-call duties.

• Shorter working week at 33.75 hours while retaining a full-time salary.

• Hybrid working model with strong support for work-life balance.

• Career development opportunities, including exposure to advanced IT infrastructure and security tools.

• Private healthcare, pension contributions, and access to wellbeing programmes.

• Collaborative and inclusive culture where your contribution makes a real impact.

Job Title: Service Desk Analyst / 1st Line Support
Location: Theale, UK
Type: Full-Time (Mon-Fri, 40 hours/week)
Reports to: Service Desk Manager

We're looking for a proactive and customer-focused Service Desk Analyst to join our ServiceNow team. You'll be the first point of contact for technical support, helping global end users resolve issues via our ServiceNow ticketing system and following IT policies and procedures.

In addition to typical 1st line support duties, you'll assist with business engagement activities, such as running virtual "Tech Bar" sessions and creating user-friendly content like the "Tech Tuesday" tips newsletter.

This role requires strong communication skills, attention to detail, and a genuine passion for IT support and service excellence.

• Provide first-line IT support for hardware, software, and applications (Windows 10/11, M365, etc.)

• Manage tickets from creation to resolution or escalation

• Troubleshoot issues related to EUC, networking, printing, telephony, and conferencing tools (Teams, Zoom)

• Support user account management in Active Directory

• Participate in initiatives to reduce ticket volume through automation and knowledge sharing

• Support the BRM with communication and user engagement initiatives

• Help maintain and improve internal knowledge articles

• Follow security procedures and contribute to a secure IT environment

Essential Skills & Experience:

• Experience in a similar IT support or technical role

• Familiarity with ServiceNow or similar ticketing tools

• Strong knowledge of Windows OS, Microsoft 365, and hybrid environments (on-prem/Azure)

• Good understanding of networking basics (IP, DNS, WiFi, etc.)

• Experience with Active Directory, SCCM, Intune, and EUC management

• Excellent communication and customer service skills

• Able to explain technical issues to non-technical users

• Fluent in written and spoken English

Desirable:

• Exposure to automation, scripting, or low-code tools (e.g. Power Platform)

• Experience with cloud/SaaS platforms and video conferencing systems

Other:

• Must be willing to undergo baseline security clearance

• Positive attitude, team player, and problem-solver

We have new opportunities for Service Desk Analysts based with our Client in Theale, Reading.

These roles are initially until end January 2026, with the possibility of extending.

We are looking for a dynamic, passionate and proactive Service Desk Analyst/1st Line support to join our ServiceNow team.

Providing essential ServiceNow L1technical assistance and support to our workforce end users located across the globe using a ServiceNow ticketing system and following the Business Technology policies and procedures.

Makes regular proactive recommendations regarding eradication and automation of incoming demand, to reduce overall net incoming demand and improve the end user experience (and reduce end user disruption).

Collaborate with L2 and L3 colleagues to ensure seamless end user experience.
This is a traditional a L1 role, with some additional IT related duties, which include supporting the Business Relationship Manager (BRM), for proactive business engagement activities:

Participating in the bi-weekly virtual "Tech Bar" sessions to resolve L1 type ticket queries

Drafting "Tech Tuesday" newsletters, includes "tips & tricks" to bolster end-user productivity ('Did You Know' articles and videos), other BRM initiatives

Requires great attention to detail, a real passion for customer service, and a willingness to contribute to a collaborative and positive work environment.

Full-time, working Monday to Friday, 40 hours per week.

Willing to obtain relevant baseline security clearance (for this, British Citizenship and a British Passport is required)

Reports directly to the Service Desk Manager.


KEY SKILLS AND RESPONSIBILITIES

Provide first-level IT technical support and problem resolution online and over telephony to all end-users with software, hardware and application problems via the ServiceNow ticketing system

Lifecycle ticket management, ensuring all tickets are dealt with and closed out or escalated to second-level support in a timely and professional manner

Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases

Maintain communications with customers throughout the problem resolution process

Administer user accounts via Active Directory, group membership and rights assignment based on established procedures

Technical Troubleshooting

End User Compute (EUC), Networking, Applications (inc. common enterprise applications and M365), Printing, Unified Communications, including meeting room facilities (video conferencing), fixed and mobile telephony, video conferencing (e.g. Microsoft Teams, Zoom)

Report any pattern or trends to management for proactive problem management

Refer to internal IT news, Knowledge articles, and general industry updates to stay up-to date with recent changes or new implementations

Share observations with team and update Knowledge Base articles

Willing to perform other reasonable IT related duties if required as requested by management


ESSENTIAL SKILLS AND ATTRIBUTES

Experience in an IT support or a similar technical role, with a strong background in system, network, and application support

Experience with ServiceNow or similar IT ticketing systems

Experience in customer-focused environments, providing high-quality technical support

Ability to explain technical concepts to non-technical users

Follow Security procedures and keep a vigilant eye for Cyber Security issues

Excellent knowledge of service desk processes and functions in support of end-user computing needs

Strong knowledge of troubleshooting Windows Desktop (10 & 11) and hands-on experience of Enterprise Hybrid environments: on-prem + Microsoft Azure

Strong knowledge of current Microsoft 365 (inc. Office 365) desktop operating system and application software (adds, removes, password resets) - certification preferred but not essential (MS-100/101/102)

Demonstrated knowledge of personal computer hardware configuration and setup
Understanding of basic Networking and troubleshooting
Basic understanding of IP addresses, DNS and what makes up an IT network
Diagnosing internet connection issues, WiFi issues
Experience with EUC environments and management platforms (e.g. SCCM, inTune, Active Directory)
Cloud Platform experience, including 3rd party SaaS
Experience with Video Conferencing and telephony systems
First-class customer service and communication skills will be working with end users in multiple countries, with different cultures and occasional language complexities (fluent English written and verbal is required for this role)


Desirable Skills: automation, scripting, low-code / no-code tooling (e.g. MS PowerPlatform)

IT Service Desk Analyst - Surrey (Hybrid, Permanent)

Salary: £34,000-£3,000 | Immediate Start

We are seeking a skilled and customer-focused IT Service Desk Analyst to join our busy IT team in Surrey. This permanent role offers a hybrid working model and the opportunity to support IT services across a dynamic environment, delivering excellent technical support and ensuring high levels of customer satisfaction.

Key Responsibilities:

• Provide first-class IT support to end users, including incident management, request fulfilment, and troubleshooting hardware/software issues.
• Deliver support for Windows 11, Microsoft Office/Office 365, Active Directory, SCCM patching, and account administration.
• Log, categorise, prioritise, and resolve incidents in line with ITIL best practices and Service Level Agreements.
• Collaborate with colleagues, third parties, and other teams to resolve issues efficiently.
• Participate in Change Management, Problem Management, and project work as required.
• Maintain accurate documentation, asset management, and regulatory compliance (SOX).
• Support office moves, technical upgrades, and the development of productivity tools such as Microsoft Power Apps.
• Contribute to continuous improvement of IT processes and service delivery.

Requirements:

• 5+ years' Service Desk or IT support experience in a busy environment.
• Strong knowledge of ITIL processes and practical application.
• Proven expertise in Windows 11 support, Office 365, SCCM, and PC hardware/software troubleshooting.
• Experience with Active Directory, remote support tools, and maintaining technical documentation.
• Excellent customer service, communication, and collaboration skills.
• Ability to work flexible hours, including a weekly rotated shift pattern, occasional Saturdays, and on-call Sundays.
• Experience in Financial Services is highly desirable.

Benefits:

• Competitive salary ( 4k- 3k)
• Permanent, immediate start
• Hybrid working model
• Opportunities for career development and skills enhancement

Connect2Luton are excited to recruit a Service Desk Analyst on behalf of Luton Borough Council.

Main purpose of position:

On an operational level the role will respond to Incidents and Service Requests (including Major Incidents). They will contribute to the resolution of Incidents and Service Requests problems identified and building solutions for the knowledge base. Within the day-to-day service the role will contribute to the delivery of continuous improvement of the process and supporting systems into the Authority. The post holder will be part of a team and will be assisting the Service Desk Lead and Service Delivery in the control and success of the Service Desk function that handles customers' issues or requests with professional attitude. Responsible for the triage and actions on both Incidents and Service Requests received by the Service. The post can greatly influence the direction and success of general day to day operation of the Service. The role will be a system administrator for the Councils corporate IT Service Management tool and assisting with the maintenance of access control of circa 3500 user accounts across the Council's 150+ sites which include libraries, schools, community centres, social services establishments as well as the Council's main central offices.

You will be responsible to:

• Create and perform triage actions to all support calls and tickets from the user community into the IT Service Management tool. Ensuring accurate and necessary information is obtained and appropriate categorisation for incidents and requests is applied and promptly allocates ticket.
• investigate first stage diagnostic on all tickets, acting on own initiative, within stated guidelines and in conjunction with other members of the team. Apply skills to resolve all assigned incidents before referring to application and/or technical support.
• Administration of categorised Service Requests (e.g. New Starter, Leaver and transfers) relating to access to Luton's Windows Active Directory structure, primary email systems, ensuring that a full audit trail of changes are maintained within Active Directory and the IT Service Management tools.
• Follows up reported complex incidents to ensure timely resolution or escalation, and promptly communicate on progress to end-user, requests are fulfilled, and the customer communication is complete.
• Ensure that incidents and requests are handled in accordance to agreed SLAs. Develop and maintain a comprehensive knowledge base, including technical articles and self-help guides for end-users.

Skills and Experience:

• Demonstrable experience of providing IT Customer support
• Demonstrable experience working in a busy IT service desk environment; using an ITSM tool to create, update and manage tickets with precision and attention to detail
• Some experience technical knowledge of enterprise level computing, mobile devices, supported Microsoft operating systems, business software and office productivity tools
• Able to manage Windows Active Directory and Microsoft exchange (both On-premises and Azure/Exchange, Office 365 solutions)
• Able to administer Windows AD file system security settings
• Able to maintain accurate hardcopy and computerised records
• Able to use Microsoft Office or equivalent applications competently
• Demonstrable understanding and operational knowledge of ITSM frameworks e.g. ITIL v3 or 4 Demonstrable experiences of ITSM tooling administration
• Working hours will be on a rota basis between 7am and 7pm Monday to Friday

About Us

Luton Borough Council have partnered with Kent County Council to create Connect2Luton, a recruitment managed service for all contingent temporary agency, contract, and interim roles at the Council.

Our heritage and being local government owned which means we have a wealth of knowledge and expertise within the public sector, with many of our employees having previously worked for the Council or have supplied previously into the Council, for several years.

We are an equal opportunities employment agency and business that positively encourages applications from all suitably qualified and eligible candidates.

Connect2Luton is a trading style of Luton & Kent Commercial Services LLP - A joint venture between Luton Borough Council & Commercial Services Kent Ltd. Connect2Luton is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates.

• Weekly shift covering 07:00 – 18:00 Monday – Friday.
• 1 in 4 Saturdays 09:00 – 17:00
• 1 in 4 Sundays ON CALL from 06:00 – 18:00
• Provide cover during Bank Holidays throughout the yea

• Hybrid working pattern is 2 days in the office and 3 days from a location of your choice.
• Employee car scheme for you and family – fully insured
• Excellent pension scheme (up to 6% employee contribution and 15% employer contribution).
• 25 days holiday rising with service
• Private Medical Healthcare
• Group Income Protection cover with Aviva
• Employee Assistance Program
• Onsite gym, Sports and Social Club
• Wellbeing hour each month
• Two volunteering days per year
• Reward gateway voucher discounts
• Annual events (e.g., summer party, BBQ & Xmas party)

• 5+ years' experience in Service Desk support
• Working knowledge and understanding of ITIL framework
• Demonstrable troubleshooting and problem resolution skills
• Strong experience of Microsoft Windows 11 support and installation
• Strong Microsoft Office and Office 365 skills
• Client patching and collection management using SCCM
• Active Directory and other account administration experience
• Strong documentation skills
• Experience working to Service Level Agreement targets
• Ability to use remote control tools and provide effective telephone / remote support
• Experience providing PC support including image creation, building, configuring and troubleshooting PC hardware and software
• Ability to assimilate new knowledge and skills, applying analytical thinking to identify root causes or problems and apply them at a practical level

• Windows Operating System - Windows 11
• Microsoft AD Admin tools
• Palo Alto Global Protect
• Microsoft Office 365 Admin & Support
• SharePoint
• Microsoft Teams Collaboration Tools
• MFD’s
• SAP Concur
• ePDQ
• Crowdstrike ED&R
• Qualys Vulnerability Management
• Microsoft System Center Configuration Manager 2016
• InTune Mobile Device Management
• Banking systems including CitiDirect, Barclays.Net, ING
• Bespoke CRM and POS systems
• Windows Server
• Contact Centre as a Service such as TalkDesk
• ITSM systems such as Freshservice
• Microsoft Power Applications

• Ensure all incidents and service requests are successfully logged and accurately identified, categorised, prioritised, diagnosed and managed, while delivering excellent and clear communications of incidents, ensuring the customer is satisfied with the resolution of the call prior to closure.
• Work with third parties and colleagues to investigate, accurately diagnose, analyse & resolve issues and service interruptions
• Refer all requests that cannot be directly resolved at Service Desk level to the appropriate person, team or service provider whilst ensuring the customer is communicated to effectively.
• Escalate Major Incidents or complaints as appropriate.
• Identify and report recurring incidents to BTS Service Desk Management team to prevent problems.
• Attend bi-weekly problem management meeting where required to represent the Service Desk, and Weekly CAB where required to present and represent Service Desk   
• Own all enquiries and ensure that the customer is kept up to date and informed of progress. 
• Complete daily reports (when assigned) to ensure all active attacks and vulnerabilities are resolved and removed from the vulnerability report.  Liaise with 3rd level teams where appropriate.  This applies to client and mobile devices.

Service Desk Analyst – onsite in Halifax – 3 days per week

We are looking for a Service Desk Analyst with knowledge of Active Directory as well as general Windows support to work as part of an onsite team 3 days per week.  The role will be to perform daily tasks, maintain systems and networks as well as small low-level projects. 

This is an office-based role, to be based in the Halifax area and will require the following skills and experience:

Required Skills and Experience:

• Background working in IT support
li>Knowledge of Active Directory, DNS and DHCP  li>Experience of Windows Operating Systems
• Experience across the install, repair and upgrade of equipment
• Experience of working with an IT Ticketing System