Service Desk Analyst

Service Desk Analyst Job Purpose: To log, manage, and progress Incidents and Requests across the business, supporting the Service Delivery function (including change management and reporting) to ensure smooth and efficient operation of IT services. Key Responsibilities & Duties: Log and document all Incidents and Requests, ensuring accuracy and completeness, and assigning correct priority levels. Dispatch Incidents/Requests to the appropriate resolver groups following set procedures. Own and follow up on Incidents/Requests, supporting resolution and closure. Maintain clear, timely communication with all stakeholders for Incidents, Request Fulfilment, Problems, Changes, Planned Maintenance, and Business Continuity, in line with SLAs. Provide professional customer liaison on service-related matters. Co-ordinate planned and ad-hoc service work based on agreed priorities. Support internal and external responses to service failures or escalated Requests. Produce monthly service reports and support service reviews when required. Engage with and support change management and reporting processes within the service desk. Assist clients by delivering contracted and ad-hoc managed services. Meet productivity targets and escalate concerns where necessary. Contribute to the smooth running of the team by respecting schedules, submitting holiday requests on time, and completing ad hoc admin tasks. Provide occasional support to the Director of People, Change Manager, and Report Analyst as needed. Maintain safe working practices and comply with Health & Safety requirements. Actively manage own career development and training needs. Shift pattern: 24x7x365 coverage on a 12-hour shift rota: (07:00–19:00) or (19:00–07:00), including weekends and nights. Hybrid working may be available after the initial training period. Experience, Skills & Qualifications: Essential: Self-motivated, enthusiastic, and proactive approach. Strong interpersonal skills with a clear, professional, and confident telephone manner. Ability to work independently and as part of a wider team. Calm, measured approach under pressure and a natural focus on customer excellence. Excellent problem-solving skills and a ‘can-do’ attitude. Solid understanding of change management and data centre operations. Strong verbal and written communication skills, including report writing. Business awareness and customer focus. Full, clean current driving licence. Proven track record of delivering customer satisfaction and achieving results. Desirable: ITIL Foundation Level qualification (or higher). At least one year of experience in a Service Desk or Customer Service environment.

Location: Corsham, UK, GB

Posted Date: 7/31/2025