Service Desk Analyst

Service Desk Analyst

Corsham

12 month fixed term contract - £29,000

An exciting opportunity has arisen for a Service Desk Analyst to join a fast-growing technology services provider. This role is perfect for candidates with a passion for customer service, IT support, and service delivery excellence. You’ll be part of a supportive, dynamic team handling incident management, change coordination and operational reporting.

Key Responsibilities:

• Log and manage incidents and service requests, ensuring full and accurate documentation

• Assess and confirm priority levels, ensuring information is complete and up to standard

• Dispatch tickets to the correct resolver teams and maintain clear ownership until resolution

• Communicate effectively with internal and external stakeholders regarding incident updates, planned maintenance and service interruptions

• Coordinate scheduled and ad-hoc service tasks in line with operational priorities

• Support reporting and change management processes

• Contribute to monthly reviews, performance reports, and service metrics tracking

• Collaborate with various internal functions to deliver contracted and ad-hoc managed services

• Escalate service concerns promptly and maintain consistent productivity

Requirements:

• ITIL Foundation Certification is highly desirable

• Some experience in a service desk or IT customer support environment

• An understanding of service desk procedures and ticketing systems

• Enthusiastic and self-motivated with a genuine interest in service delivery

• Strong communicator with professional telephone and written skills

• Excellent problem-solving skills and ability to stay calm under pressure

• Familiarity with change control and operational data centre tasks is an advantage

Monday – Friday (09:00 – 17:30) with hybrid working options after training/probation.

Please note; you must be eligible for Security Clearance (minimum 5 years UK residency).