Service Desk Analyst

About the role

As a Service Desk Analyst, you’ll be the first point of contact for our managed customers, providing high-quality technical support and service assurance. You’ll take ownership of incidents and service requests from initial contact through diagnosis and resolution—or effective escalation—helping to restore service quickly, meet contractual service levels and keep customers informed every step of the way.

What you will be doing (Role Accountabilities)

• Act as a first point of contact for customer incidents and service requests received through agreed channels, including telephone and email.
• Accurately log, categorise, prioritise and maintain records, capturing the information needed for effective diagnosis, resolution and reporting.
• Apply approved knowledge, tools and troubleshooting methods to diagnose and resolve first-line issues across end-user technology and managed ICT services.
• Own tickets through their lifecycle, provide timely customer updates and ensure clear handovers or escalation to second-line, third-line, field and specialist resolver teams.
• Restore normal service as quickly as possible, working within agreed processes, priorities, KPIs and contractual SLAs.
• Coordinate with internal resolver groups and third-party suppliers, monitoring progress and challenging delays appropriately.
• Recognise service-impacting trends and potential major incidents, escalating promptly and supporting incident communications when required.
• Contribute to service quality through accurate documentation, knowledge article updates, shift handovers and the sharing of learning with colleagues.
• Follow ITIL-aligned incident, request, problem and change processes, alongside BT security, data protection, health and safety, and conduct requirements.
• Take ownership of personal performance and development, completing required learning and building broader technical capability.

Essential Skills/Experience

• Communication - Includes active listening, speaking, reading, writing, and presenting ideas clearly
• Self-Management - Involves emotional intelligence, resilience, time management, and coping with stress
• Problem-Solving & Creativity - Focuses on analyzing challenges, thinking logically, and generating original ideas

Desirable Skills/Experience

• Previous Service Desk experience - Experience working in a 1st-line IT support, helpdesk or customer-facing technical support environment.
• TIL knowledge or certification - Understanding of ITIL principles, particularly Incident Management, Request Fulfilment and escalation processes.
• Microsoft 365 support experience - Familiarity supporting Outlook, Teams, OneDrive, Microsoft Office applications and general Microsoft 365 issues.
• Active Directory / Entra ID experience - Experience with user accounts, password resets, group membership and basic access administration.
• Ticketing system experience - Previous experience using tools such as ServiceNow, including logging, categorizing, updating and managing incidents and service requests.
• Remote troubleshooting experience - Confidence diagnosing problems remotely, particularly Windows, laptops, printers, networking, VPN and peripheral issues.
• Knowledge of SLA and ticket ownership - Understanding the importance of prioritization, SLA targets, keeping tickets updated, taking ownership and escalating appropriately.
• Formal IT qualification - Qualifications or certifications such as CompTIA A+, Microsoft Fundamentals, ITIL Foundation, BTEC/Level 3 IT or similar.

Our package: