Service Desk Analyst

Location: 2 days per week onsite in our Wimbledon Office

If you are passionate about providing a great level of service to IT end users and pride yourself on your customer service and problem solving skills, please read on...

Our Service Desk is a vital entry point to Technology & Engineering, shaping user expectations and experiences across the business. This role is pivotal to maintaining business continuity by ensuring reliable IT support, minimizing downtime, and directly enhancing productivity and user experience across the organization. The objective is to maintain a strong focus on achieving a target of 75% first-time fix.

The role covers the following Shift patterns, to ensure coverage of the core hours:

• 08:00 – 16:00
• 09:00 – 17:00
• 10:00 – 18:00

Key Responsibilities

• Provide first-line support as the focal point of IT Support to end users via multiple channels (Phone, Email, Self Service), leveraging technical expertise.
• Incident management: Logging, categorizing, prioritizing and managing the life cycle of a ticket. Documenting progress within an incident. Communications with end users on incident status and updates.
• Request management: Assist with request fulfilment, completing requests such as Shared Mailbox, and Distribution list amendments, and software installations.
• Managing communications and escalations with all end users within agreed OLAs/SLAs.
• Conduct technical & trend analysis to empower the team, enable problem management, and reduce impact to business operations.
• Documenting incident fixes, acquired knowledge, and support procedures to enable a consistent experience to all users.
• Collaboration with support teams across Technology & Engineering to provide the best outcomes for end users.
• Collaboration with the Out of Hours Service Desk team for knowledge sharing and providing daily handshakes to ensure continuity of Service.

Skills And Experience Required

• Proficient in ITIL principles (Incident, Request, Problem, Change).
• Handle Incidents: Quickly restore normal service operations when disruptions occur, minimizing impact on business.
• Manage Requests: Process user requests in a timely manner.
• Resolve Problems: Identify root causes of recurring issues and implement long-term solutions.
• Changes: Understanding of the Change process to assist in the identification of potential wider issues & be able to explain how changes to end services may manifest for an end user.
• Strong communication and professionalism.
• Explaining technical issues in accessible language.
• Maintaining composure and courtesy, even under pressure.
• Documenting interactions and solutions accurately.
• Building trust through reliable, respectful service.
• Skilled in troubleshooting diverse systems and applications.
• Systematic analysis of symptoms and error messages.
• Applying technical knowledge to identify root causes.
• Using tools and resources to test, replicate, and fix problems.
• Ability to translate technical information for non-technical users.
• Explaining complex concepts in simple terms.
• Providing clear instructions for users to resolve or avoid issues.
• Accountable for problem resolution and knowledge documentation.
• Solutions and fixes are documented in a knowledge base for future reference.
• Progress updates are communicated to users.
• This accountability improves service quality and builds a valuable repository of solutions for the team.
• Collaborative team player with a commitment to continuous learning.
• Familiar with Active Directory, ServiceNow, Microsoft 365, and basic networking.
• Active Directory: Understanding of managing user accounts, permissions, and access.
• ServiceNow: Logging, tracking, and resolving incidents and requests.
• Microsoft 365: Supporting users with email, collaboration, and productivity apps.
• Networking: Understanding basic concepts like network protocols, routing, and connectivity.

Benefits

• Competitive salary and annual discretionary bonus
• 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
• Training opportunities as well as clearly defined career progression
• Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more.
• Cover also includes unlimited access to a 24/7 virtual GP service
• Attractive company pension scheme
• Life assurance – employer funded cover of 4x basic salary
• Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
• Salary Finance – access to savings and borrowing through payroll
• Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
• Travel Loans – interest free loans to help spread the cost of annual travel tickets
• Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
• Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
• OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
• Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
• Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
• Employee discounts – with a range of discounts for 100s of online and high street retailers

Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.