At a Glance
- Tasks: Provide first-line IT support and resolve technical issues for London users.
- Company: Join James Fisher, a global leader in engineering services with a supportive culture.
- Benefits: Competitive benefits, career growth opportunities, and a focus on inclusivity.
- Other info: Flexible work options and a commitment to diversity and inclusion.
- Why this job: Make a real impact while working with cutting-edge technology in a dynamic environment.
- Qualifications: Experience in 1st/2nd line support, strong problem-solving, and customer service skills.
The predicted salary is between 40000 - 45000 £ per year.
The Service Desk Analyst sits within our London office, working as part of the wider Service Desk team based in Knutsford. You’ll provide first-line IT support to London users, acting as the main point of contact and taking ownership of issues through to resolution or escalation. You will be working in a fast-paced environment, supporting colleagues at all levels, including senior leadership. The role requires a calm, organised approach, with a focus on delivering a reliable and professional service while managing competing priorities. Your responsibilities will include diagnosing and resolving technical issues, keeping users updated, and ensuring tickets are handled in line with agreed service levels. While London-based, you’ll also contribute to the wider Service Desk function when needed.
We’re looking for someone with a solid grounding in a 1st/2nd line support environment, good problem-solving skills, and a strong customer service mindset. Confidence in dealing with a range of stakeholders is important.
What you'll be doing:
- Act as the first point of contact for IT issues and queries, delivering high-quality customer service.
- Resolving most IT requests (hardware/software) at first contact.
- Log and manage incidents via GBS service desk software with accuracy and attention to detail.
- Assess business impact, assign appropriate SLAs, and escalate issues promptly when needed.
- Own user issues from start to resolution, ensuring timely updates and clear communication.
- Follow Incident Management procedures and maintain documentation and asset records.
- Liaise with third-party suppliers to resolve issues and ensure SLA compliance.
- Contribute to weekly service desk reporting and maintain support documentation/SOPs.
- Be flexible to support out-of-hours work when required (by mutual agreement).
What we're looking for:
- Excellent communication skills (verbal & written).
- Excellent customer service skills.
- Good technical foundation in a first/second line service desk role.
- Ability to troubleshoot, diagnose, and resolve IT-related issues.
- Experience with Incident Management and SLAs.
- Proficiency in using service desk software and maintaining accurate records.
- Ability to work effectively with Third Party Suppliers.
- Strong problem-solving skills and attention to detail.
Why join us?
- Competitive benefits tailored to the division.
- Opportunities for career growth and visibility across the organisation.
- A supportive, inclusive culture that values your ideas and contributions.
- Work that truly makes a difference in safety, innovation, and global capability.
James Fisher is a global engineering services company with over 50 years of experience delivering complex offshore energy projects in some of the world’s most challenging environments. We operate across Energy, Defence, and Maritime Transport, leveraging cutting-edge technology and deep expertise to support the full lifecycle of our customers’ assets.
Our One James Fisher strategy unites our capabilities under a single vision, building a stronger, more cohesive business within the Blue Economy.
If this sounds like the ideal next step in your career, then click ‘apply’ now!
At James Fisher and Sons, we are committed to taking positive action on diversity and strongly encourage applications from candidates of all backgrounds. We are proud to be a Disability Confident employer and recognise that our success is driven by the talent and diversity of our workforce.
Service Desk Analyst in London employer: James Fisher and Sons
At James Fisher, we pride ourselves on being an excellent employer, offering a supportive and inclusive culture that values your contributions. As a Service Desk Analyst in our London office, you'll enjoy competitive benefits, ample opportunities for career growth, and the chance to work in a dynamic environment that makes a real difference in global safety and innovation. Join us to be part of a team that not only supports your professional development but also fosters a sense of belonging and purpose.
