221 Service Desk Analyst jobs in the United Kingdom

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 

My client is a successful and well-established business supplying a unique technology-based product/solution to the public and private sectors. They now require a Service Desk Analyst to join the team and support the next phase of growth for the company.

Their 2nd Line Support Analyst role in the Castleford area is a superb opportunity for someone who is passionate about further improving their IT and Software knowledge and is keen to continue to increase their hardware, software and troubleshooting knowledge.

This is an opportunity for development that is not to be missed. Day to day duties will involve investigating and troubleshooting both software and hardware faults, taking ownership of incidents, driving them through to resolution and maintaining a strong knowledge base

As a Service Desk Analyst, you’ll be responsible for:

• Fault finding and problem solving.
li>Answering telephone calls and replying to emails from customers.
• Resolving help-desk tickets.
• Investigating and responding to incidents in accordance with SLAs.
• Supporting bespoke software applications.
• Triaging Hardware issues
• Arranging engineer visits to customer sites.
• Liaising with engineers on site to complete troubleshooting and testing.

Required Skills:

• Previous experience working on a Help Desk or Service Desk providing 2nd line support.
• Desktop imaging and PC builds.
• Experience troubleshooting hardware and software issues. These include but are not limited to using the following,
  • Event Viewer
  • Investigating application logs
  • Command Line
  • Firewall and network troubleshooting
• Excellent communication skills.
• Good attention to detail.
• Ability to work on own initiative and as part of a team.

Would you like to kick start your career in a supportive, energetic and successful company? Do you enjoy working as part of an enthusiastic, passionate, and collaborative team? The company is growing, and this role offers excellent potential for career progression into a range of technical or specialist positions.

• Provide first-line support via phone, email, and chat
• Record and manage tickets accurately
• Troubleshoot issues related to networks, connectivity, telephony, and related services
• Guide users through basic fixes; escalate more complex problems
• Monitor systems and identify early signs of service disruption
• Support device setup, updates, and basic configuration
• Maintain clear and helpful documentation
• Contribute ideas for improving support processes

• Understanding of networking basics: IP, DNS, DHCP, VPN, etc
• Strong communication skills with a customer-first mindset
• Confidence in resolving technical issues and escalating appropriately
• Organised, curious, and eager to build technical knowledge
• Ability to work effectively under pressure and manage multiple tasks

• Previous experience in a service desk, ISP, or tech support environment
• Familiarity with tools like ticketing systems and network monitoring platforms
• Knowledge of setting up network devices (routers, modems)
• Certifications such as CompTIA A+, Network+, or similar

• Salary up to 26,000
• Ongoing training and development
• Strong benefits package

Role: Customer Service Advisor (Non-Voice)

Salary: 23,810 + benefits

Location: Wythenshawe M22 (fully office based for 1st 3 months then potential to go hybrid)

Employment Type: Permanent

Hours: 8am-4pm/10am-6pm/12pm-8pm (rotating weekly shifts), 1 in 4 weekends

This is an exciting opportunity for an experienced Customer Service Advisor to join my Wythenshawe based client on a permanent basis due to a period of growth for their business.

The Customer Service Advisor plays a critical role in delivering high-quality support to their clients.

Do you have experience in managing ticketing systems?

Troubleshooting technical issues?

Do you thrive under pressure and demonstrate excellent problem-solving skills?

Duties of the Customer Service Advisor:

• High-Quality Support : Deliver exceptional support to Service Users and internal stakeholders/suppliers, ensuring timely and effective resolution of issues and queries.
• Ticketing System Management : Efficiently manage and utilise ticketing systems like Remedy and ServiceNow to track, manage, and resolve support tickets.
• Technical Troubleshooting : Leverage advanced IT knowledge, particularly with incident/ticketing systems, to troubleshoot and resolve technical issues internally or via suppliers.

Essential experience:

• Relevant Work Experience: Previous experience in Customer Service Advisor (Non-Voice/Digital), Technical Data Entry, Application Support Analyst (Entry-Level), Helpdesk Support (Email & Ticketing), or Technical Support Advisor (Metering & Billing).
• Data Management Proficiency: Strong expertise in handling and managing data communication systems with accuracy (Data Entry).
• Advanced IT Literacy: Solid understanding and hands-on experience with Microsoft systems (Windows OS, Office Suite, and cloud-based applications) to enhance productivity and operational efficiency.
• Deadline-Driven Performance: Ability to consistently meet SLAs through strong time management, prioritisation, and task execution.
• Excellent Written Communication: Strong email and ticket-based communication skills to provide clear, professional, and effective support.
• Exceptional Organisation & Planning: Proven ability to manage tasks, track issues, and coordinate resources to support strategic objectives.
• Resilience Under Pressure: Ability to work efficiently in a fast-paced, high-volume environment, maintaining service quality and professionalism.
• Cross-Functional Collaboration: Experience in working with internal teams, third-party suppliers, and stakeholders to ensure customer success.
• Analytical & Problem-Solving Skills: Ability to analyse data, identify patterns, and troubleshoot issues, escalating where necessary.

Please follow the link to apply for this Customer Service Advisotr role based in Wythenshawe.

CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting you CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, your personal data will be held on our secure internal CRM system for a maximum period of 48 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 48 months inactivity your CV will be deleted permanently from our database