IT Service Desk Analyst in Grantham

We are currently recruiting for an IT Service Desk Analyst to provide high-quality desktop, server and networking support, along with exceptional customer service to a small selection of clients within the designated support pod.

What does this role involve?

This role is primarily office-based, working from our Grantham location, with the potential for hybrid working arrangements after the probation period. Travel to customer sites will be required, so applicants must hold a full UK driving licence. A fleet of vehicles is available for client visits as and when needed.

Teamwork

You’ll be a strong team player who enjoys working collaboratively with colleagues across IT and the wider organisation. You’ll share knowledge, support other team members, communicate effectively and work together to resolve issues quickly, while maintaining a friendly, professional and customer-focused approach.

Provide a friendly, responsive and professional service, ensuring clients feel supported, valued and kept informed throughout.

Skills and experience

We encourage candidates of all backgrounds and capabilities to apply, although it’s essential that your values and experience align with this role’s key responsibilities. To be successful, you will:

• Provide remote and onsite support, with exceptional customer service to clients.
• Manage incidents, service requests and problems effectively.
• Identify documentation requirements, aim for continual improvement to make the client experience the best and suggest internal improvements to make service desk processes as efficient as possible.
• Ensure the service desk database is kept up to date.
• Understand and follow all policies and procedures.

Skills and experience

• IT experience on an MSP service desk would be beneficial
• Previous experience in an IT support role
• Full Right to Work in the UK
• Full UK driving licence

Join Duncan & Toplis

• From flexible working arrangements and time‑matched volunteer hours to online fitness classes and mental health support, at Duncan & Toplis we’re committed to helping our people maintain a healthy and balanced lifestyle.
• We help our team to develop their talents and encourage ambitious individuals to progress their careers and expand their professional and personal capability with fully supported training.
• Our values of trust, partnership, and inclusivity are at the forefront of everything we do.
• Full support and 18 weeks full pay for maternity and adoption leave, inclusive of statutory maternity and adoption pay, and two weeks full pay paternity leave for eligible team members.

Fully supported training and CPD

• Continuous learning support to help develop skills and long‑term goals through mentoring, coaching, technical and soft skill training.

Death in service

• Insured benefit available to all team members up to the age of 65, four times annual salary. Conditions apply.

Discounted wills and power of attorney

• 50% discount for team members and their partners and 25% discount for team members' parents and children.

Enhanced holidays

• Minimum of 22 days annual leave (plus bank holidays), increasing to 27 days after five years of service and for managers. 32 days (plus bank holidays) for directors.

Private medical insurance

• Non‑subsidised purchase through a group company scheme.

Flexible annual leave

• Buying or selling of annual leave up to five days. Conditions apply.

Talent referral bonus

• Bonus payments up to £1,000 on successful candidate referrals for eligible team members.
• Employer contribution starts at 3% with length of service‑related increases and up to 7% matched contributions for eligible team members.
• Half day paid leave matched with half day annual leave for voluntary and charitable activities.
• Employee assistance programme for 24/7 confidential support from trained counsellors and access to trained mental health advisers.

Team milestone award

• Milestone celebration rewards at five, 10, 15 and 25 years with additional benefits, experience vouchers, and gifts.

Online fitness classes

• Online fitness programmes with a variety of workouts, including yoga, pilates, strength training, and cardio.

Permanent health insurance

• Permanent health insurance is available to eligible team members who have one years continuous service. Conditions apply.

Agile working - hybrid/flexible

• Flexible working hours and locations (office or home) for a better work life balance.

Enhanced sickness entitlement

• Four weeks full pay followed by four weeks half pay (on completion of probationary period and subject to terms and conditions of employment).

Study leave

• Study leave to help achieve fully supported qualifications.

EV salary sacrifice scheme

• Salary sacrifice scheme to lease an electric vehicle, smart charger, EV energy tariff, and free miles in one hassle‑free package.

Management and leadership academy

• Our development programmes are designed for all career stages, from the first step into management through to our six‑month leadership academy.

Healthcare workplace app

• Empowering team members with digital‑first tools and professional care, including guidance, consultations, and support for mental and physical wellbeing.

Fully supported qualifications

• Helping the next generation of accountants and advisers to achieve formal, industry‑recognised qualifications.

Cycle to work scheme

• Purchase a bike through this scheme and pay it back over a 12‑month period.