IT Service Desk Analyst in Durham

About the Role: Our Service Desk is the front line of IT at CEF. You’ll be the first person our people come to when something isn’t working, and the one responsible for getting it sorted or moving it to the right place quickly. You’ll also spend time working with our Application Support team early on, so you can build a proper understanding of how our core systems work — not just from a user perspective, but what’s happening underneath. This role is suited to someone who enjoys solving problems, takes responsibility, and wants to build a career in IT.

Key Responsibilities:

• Act as the first point of contact for all IT support requests via phone, email, self‑service, and face‑to‑face.
• Log, categorise, prioritise, and maintain all Incidents, Service Requests, and Procurement tickets accurately.
• Resolve support queries at first contact wherever possible.
• Escalate tickets to the correct teams when needed, providing clear and complete handover information.
• Work collaboratively within a shift‑based team to ensure full coverage of business hours.
• Provide first‑line support for our ERP and core business applications, including Sales, Purchase, Stock, and Reporting.
• Triage application issues to determine whether they can be resolved immediately or need further investigation.
• Investigate and deep‑dive into more complex problems before escalation, helping to reduce unnecessary handoffs.
• Identify recurring issues and highlight opportunities for process improvement.
• Work with the wider Application Support and Development teams to help resolve complex incidents.

Essential Experience:

• Exceptional communication skills — clear, professional, and empathetic across all channels.
• A natural problem-solver who takes ownership and drives issues to resolution.
• Technically literate with a genuine curiosity about how systems and applications work.
• Comfortable working with Microsoft Office applications and familiar with common IT tools and environments.
• Experience making decisions and prioritising issues based on the information available.
• Able to follow and apply processes consistently under pressure.
• Strong team player who can collaborate effectively and communicate handovers clearly.
• Demonstrates initiative and a genuine desire to learn and develop.

Desirable Experience:

• Experience in a service desk, help desk, or IT support environment.
• Awareness of ERP or business application systems (e.g. sales, stock, purchasing workflows).
• Familiarity with ITIL principles or incident/change management processes.
• Experience with Jira Service Desk or similar ticketing platforms.
• Relevant IT qualifications (e.g. CompTIA, Microsoft, ITIL Foundation).

Working Pattern:

This role is based at our Durham office (Janet Nash House) and follows a structured hybrid working pattern. You’ll spend three days each week on-site with the team, with the remaining time working remotely. Working hours are rota-based across shifts: 7:00am–3:00pm and 9:30am–5:30pm during the week, alongside participation in a Saturday rota approximately every 8–9 weeks (9:00am–1:00pm). We’ll give you plenty of notice for shift patterns, and the rotation is shared fairly across the team. This setup helps us provide consistent support to the business while giving you variety in your working week and flexibility outside of core hours.

About Us:

Founded in 1951 in Kenilworth, UK, City Electrical Factors (CEF) has grown into a world-leading electrical wholesale and manufacturing business with over 400 branches across the UK and a strong presence in the USA, Canada, Spain and Australia. Our IT and Data teams are driving the next chapter of our journey... Re-engineering legacy systems, adopting modern cloud technologies and exploring AI to deliver faster, smarter and more connected customer experiences.

Our Mission:

City is a world leading electrical wholesale and manufacturing business providing electrical products to the industry. We in IT are delivering value to our business and our customers with the implementation of packaged software and bespoke engineering for the digital age using AWS serverless technology. We need talented and creative people across all areas to join us in rearchitecting our forward thinking business over the next few years and beyond as we evolve.

Ready to Apply?

If you’re excited by technology, value collaboration and want to make a genuine impact, we’d love to hear from you. Click Apply to get started!