Service Desk Analyst

An opportunity has arisen for a Service Desk Analyst (1st & 2nd Line Support) to join a national organisation that provides free and confidential support to individuals affected by crime or traumatic incidents.

As a Service Desk Analyst, you will be delivering first-class technical support across 1st and 2nd line queries within a fast-paced, ITIL-aligned service desk team.

This is a permanent role offering hybrid working options (2 days in office), a salary of £26,150 and benefits.

You will be responsible for:

• Delivering 1st and some 2nd line IT support to users across the UK
• Logging, tracking, and resolving incidents through IT service management tools
• Administering Active Directory and Azure EntraID (formerly Azure AD)
• Installing, configuring, and troubleshooting hardware such as laptops, desktops, printers, and scanners
• Supporting network connectivity and infrastructure including LAN, WAN, VPNs, and firewalls
• Maintaining security tools and protocols (antivirus, firewalls, browser security, etc.)
• Assisting with VoIP systems, particularly Zoom Workplace
• Providing guidance and troubleshooting on bespoke applications and internal CRM tools
• Confident multitasker with the ability to manage around 35 - 40 support tickets daily

What we are looking for:

• Previously worked as a Service Desk Analyst, IT Support Analyst, 1st Line Technician, 2nd Line Technician, IT Support Technician, Service Desk Technician, IT Technician, IT Engineer, Technical Support Analyst, Technical Support Engineer or in a similar role.
• Previous experience in a 1st / 2nd line support role
• Proficiency with Microsoft technologies including Active Directory, Windows 10/11, Office 2016/O365
• Familiarity with network infrastructure and basic support across LAN/WAN/VPN setups
• Experience using ITSM ticketing tools in an enterprise or high-volume environment
• Working within ITIL principles and contributing to continual service improvement
• Knowledge of desktop security tools including antivirus and site certificates
• Eligibility for SC and NPPV3 Police Vetting
• Must have UK residency for at least 5 years

What’s on offer:

• Competitive Salary
• 25 days holiday (pro rata) plus bank holidays
• Pension scheme
• Life assurance
• Flexible hybrid working model
• Season ticket loans
• Cycle-to-work scheme

This is a great opportunity for a Service Desk Analyst to join a meaningful organisation and further your IT support career.

Important Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, Additional Resources will be acting in your best interest and may contact you in relation to the role, either by email, phone or text message. For more information see our Privacy Policy on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please contact us.

Additional Resources Ltd is an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003.