Hybrid IT Service Desk Analyst — Remote Support

Infotec; Greater London; Hybrid; GBP 30,000 - GBP 50,000; Full time

Job summary

A leading IT service provider in Greater London seeks an IT Service Desk Analyst. You will serve as the first point of contact for IT issues, providing customer-focused support. Key responsibilities include troubleshooting and resolving incidents, documenting solutions, and contributing to service improvement initiatives. Candidates must have experience in high-quality IT service support and familiarity with ITIL principles. This role offers a hybrid work arrangement, competitive salary, and extensive benefits including 40 days of annual leave.

Benefits

40 days annual leave

Flexible working

Generous pension plan

Qualifications

• Proven track record of delivering high quality IT Service Desk support.
• Experience working in a Service Desk supporting 1000+ users, multi-site environment.
• Familiarity with service management principles.

Responsibilities

• Be the first point of contact for all IT incidents and service requests.
• Triage, prioritise, troubleshoot, and resolve IT issues.
• Translate technical details into plain language for users.
• Document high-quality ticket notes and create knowledge articles.
• Ensure service coverage during agreed hours and adapt to priorities.

Skills

Customer focus

Ownership & accountability

Prioritisation & judgement

Problem-solving

Communication

Process discipline

Collaboration

Learning mindset

Education

Educational achievement in IT related disciplines

ITIL foundation certification

Tools

TOPdesk

Microsoft 365

Active Directory/Azure AD

Intune/Endpoint Manager

Job description

A leading IT service provider in Greater London seeks an IT Service Desk Analyst. You will serve as the first point of contact for IT issues, providing customer-focused support. Key responsibilities include troubleshooting and resolving incidents, documenting solutions, and contributing to service improvement initiatives. Candidates must have experience in high-quality IT service support and familiarity with ITIL principles. This role offers a hybrid work arrangement, competitive salary, and extensive benefits including 40 days of annual leave.