At a Glance
- Tasks: Provide 1st and 2nd line IT support, solving problems and helping colleagues.
- Company: Join a professional and fast-paced IT team in Tunbridge Wells.
- Benefits: Competitive salary, supportive environment, and opportunities for growth.
- Other info: Collaborative culture where your ideas and initiative are valued.
- Why this job: Make a real impact by delivering excellent customer service and solving complex issues.
- Qualifications: 2+ years of IT Service Desk experience and strong troubleshooting skills.
The predicted salary is between 31500 - 38500 £ per year.
Looking for your next step in IT support within a professional, fast-paced environment? We’re looking for a service-driven, experienced IT Service Desk Analyst who genuinely enjoys helping people and solving problems. You’ll provide 1st and 2nd line support for colleagues across the firm—delivering efficient, accurate support and making a real impact on day-to-day operations.
We need someone who has previously worked on an IT service desk and possesses the ability to manage a problem from start to finish, always keeping the customer at the heart of everything you do. This is a brilliant opportunity to join a collaborative IT team where your ideas, initiative, and customer focus will be valued.
About the role
You’ll provide responsive, high-quality level one and level two IT support across a variety of channels—email, MS Teams, and in person. Your core responsibilities will include:
- Owning ticket lifecycles from initial contact through to resolution, ensuring no user is left in the dark.
- Managing and resolving 1st and 2nd line Service Desk tickets quickly, professionally, and autonomously.
- Supporting users with complex faults, queries, access requests, and advanced troubleshooting.
- Escalating issues only when necessary, working to minimise disruption to the business.
- Setting up and maintaining IT equipment (laptops, mobiles, multi-screen setups).
- Preparing meeting rooms for virtual meetings and presentations.
- Supporting ongoing IT projects and system enhancements.
- Maintaining and sharing concise documentation via the service desk and knowledge bases.
You’ll work within ITIL best practices including incident request and problem management, maintaining exceptional communication with users throughout the process.
About you
You’ll bring a mix of technical know-how, previous service desk experience, and excellent people skills. You must have:
- Previous IT Service Desk experience (Minimum 2 years in a busy environment, ideally within professional services or legal).
- Proven 1st and 2nd line support capabilities with a track record of troubleshooting complex issues.
- End-to-end problem ownership with a passion for delivering an excellent, customer-first service.
- Hands-on experience with ITIL frameworks (incident, problem, and change management).
Technical skills:
- Copilot AI knowledge and familiarity with integrating AI tools into daily workflows.
- Microsoft 365, Active Directory, and Intune administration.
- Microsoft Office suite (Outlook, Word, Excel, Teams).
- Security & networking tools (e.g., Mimecast, VPN, 2FA).
- Hardware support including laptops, iPhones, and modern desktop setups.
You’re someone who:
- Communicates clearly and confidently at all levels of the business.
- Stays calm under pressure and genuinely thrives on solving problems.
- Is organised and proactive, with the ability to successfully juggle competing priorities.
- Takes immense pride in delivering a high level of customer service.
- Works well independently using your own initiative, as well as collaborating with the wider team.
IT Service Desk Analyst employer: Cripps
Cripps is an exceptional employer located in the vibrant town of Royal Tunbridge Wells, offering a dynamic work culture that fosters collaboration and innovation. Employees benefit from comprehensive professional development opportunities, ensuring growth within their careers while enjoying a supportive environment that values work-life balance. Join us to be part of a team that prioritises operational excellence and compliance in a fast-paced legal setting.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Cripps values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Cripps might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Cripps!
✨Direct Apply to Cripps
Let's not forget to apply directly through the Cripps website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Desk Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Cripps.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Cripps. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Cripps
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
