Service Desk Analyst in Harefield

This is a varied and fast-paced role where strong customer service, organisation, and technical knowledge are key. You’ll play an important part in keeping our systems running smoothly and ensuring colleagues receive the support they need.

Here are some of the activities you will be involved in:

• Providing first-line face-to-face, telephone, and email support to end users
• Logging, prioritising, and managing incidents and service requests using the IT service management system
• Diagnosing and resolving common technical issues, including user access, passwords, printers, laptops, desktops, and mobile devices
• Monitoring the Service Desk queue and keeping users informed of progress
• Following standard troubleshooting procedures and escalating issues where required
• Supporting joiners, movers, and leavers, including hardware provision, software setup, account management, and equipment returns
• Maintaining accurate asset records and updating the asset database
• Providing administrative support to the Service Desk, including supplier liaison, order management, and equipment tracking
• Creating and maintaining clear IT documentation and user guidance

We would love to hear from you if you have strong customer service and communication skills, with the ability to explain technical issues clearly and confidently. You’ll be comfortable multi-tasking in a busy environment and take a methodical, organised approach to your work, using your initiative to solve problems. Previous experience in an IT Service Desk or similar support role is essential, along with good all-round administrative skills. You will have solid core IT knowledge, including Windows desktop operating systems, Microsoft, and Active Directory, as well as an understanding of basic networking principles. Experience using an IT service management system is also required. You’ll be able to work effectively within a hybrid team environment, demonstrating good problem-solving skills and a positive, helpful attitude.

Please note the hours for this role are: 07:30am – 4.00pm / 08:30am – 5.00pm on a rota basis (37.5 hour week).

In addition to helping you reach your career goals, a competitive salary, pension, healthcare and holiday allowance starting at 24-26 days per annum, we also offer perks including Clancy Xtras, our employee benefits programme with discounts for numerous well-known retailers such as Tesco, Sainsbury’s, Currys PC World and Vue Cinemas, cycle to work scheme as well as an Employee Assistance Programme.