Service Desk Analyst –

Service Desk Analyst – Ruislip –   £28,000 – £35,000 doe

Working Pattern Mon – Tues 8.30- 5.30, Fri 8.30 – 4.00

 

Examples of Key Responsibilities

 

Service Desk & User Support

 

· Provide first-line support for all IT-related queries, incidents and service requests

· Troubleshoot hardware, software and access issues, escalating where required

· Deliver a high-quality, customer-focused support experience

· Ensure incidents and requests are logged, updated and resolved in line with agreed processes

 

Onboarding, Offboarding & Asset Management

 

· Support the onboarding of new starters, including equipment provisioning, system access and setup

· Manage offboarding of leavers, ensuring equipment is returned, access is removed and records updated

· Maintain accurate IT asset records, supporting audits and lifecycle management

· Assist with procurement of IT equipment in line with standards and approvals

 

Service Transition & Change Support

 

· Work collaboratively with the Digital team to support service transition of core IT systems

· Assist with transition activities arising from projects or continuous improvement initiatives

 

ITSM, Process & Continuous Improvement

 

· Support the configuration and maintenance of the Freshservice ITSM system

· Help improve service desk workflows, knowledge articles and request catalogues

· Ensure processes remain efficient, documented and user-friendly

 

Equipment Recycling & Compliance

 

· Manage the recycling and secure disposal of IT equipment

· Ensure data is securely removed from devices prior to disposal /recycling process or reuse

· Maintain records to support compliance and audit requirements

 

Qualifications and Experience:

 

· Minimum 2 years experience in an IT Support function.

· Strong technical proficiency in Windows operating systems and common productivity tools (e.g., Microsoft

Office 365, Teams Telephony).

· Experience with user management systems such as Active Directory/Entra ID/Exchange & 365 Admin.

· Experience supporting hardware, including laptops, printers, mobile phones and tablets.

· Excellent problem-solving skills and a customer-focused mindset.

· Strong communication skills, with the ability to explain technical concepts to non-technical users.

· Organised and able to prioritise tasks effectively in a busy environment.

Driving licence required / Travel to offices may be required

 

Post Specific Skills, Experience Qualifications, Person Specification

 

· Experience working in a Service Desk or IT support role · Strong technical proficiency in Windows operating systems and common productivity tools (e.g., Microsoft Office 365, Teams Telephony).

· Strong first-line troubleshooting skills across hardware, software and user access.  Understanding of IT systems, architecture and integrations, hybrid and cloud-based environments

· Experience supporting onboarding and offboarding processes. Familiarity with ITSM tools (FreshService or similar)

· Experience with user management systems such as Active Directory/Entra ID/Exchange & 365 Admin.  Experience supporting hardware, including laptops, printers, mobile phones and tablets.