Service Desk Analyst

Mackenzie Jones IT
11 Jan 2018
10 Feb 2018
Contract Type
Full Time

Service Desk Analyst. Circa £22k + Bonus (c£1.2k) + Corporate Benefits Package. Birmingham.


Large professional services organisation is seeking to secure an experienced Service Desk Analyst.

The role will sit within a large IT team. The organisation provides a supportive and collaborative working environment, combined with the opportunity for career development.

The Service Desk Analyst will action calls in a timely manner, dealing with support queries or fault reports - these can be raised by phone, email or via a reporting portal. The role will focus on

maintaining all software and hardware.


  • Respond positively to end user calls, e-mails ? raise tickets, and aim to resolve the issue immediately where possible and if not escalate the support issue to appropriate contact or support line level
  • Manage user administration of the desktop within limits of security policies
  • Perform Hardware installations, moves and upgrades for all equipment across multiple sites
  • Ensure desktop operating system and core applications are maintained to the agreed security and patch levels
  • Maintenance and repair of hardware
  • Support IT projects and liaise with other it teams as and when required
  • Support remediation of faults and security vulnerabilities
  • Follow core processes and procedures such as change control and incident logging
  • Keep appropriate records and update documentation or checklists as applicable
  • Out of Hours Support on an on-call rota basis

Technical Skills and Required:

  • Excellent communication skills required, able to communicate with all levels
  • Able to convey technical concepts to a non-technical audience
  • Strong organisational skills, able to prioritise workload
  • Flexible approach - able to support the business as and when required outside of normal business hours
  • Inquisitive mind-set - learning new technologies
  • Previous experience of working on a Service Desk essential
  • Exposure to Active Directory and SCCM is an advantage

Working Rota

  • Be part of a rota - Monday to Friday - times sit between 7.30am to 5.30pm
  • Flexibility is required to take some out of hours calls when required

Keywords: Service Desk Analyst, Helpdesk Analyst, IT Support Officer, Service Desk Analyst, Support Officer, Active Directory, SCCM, Windows, Ticketing System, IT, Infrastructure, Support. Birmingham.

This job was originally posted as