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For Companies At a Glance
- Tasks: Provide top-notch technical support and resolve issues for over 6,000 users.
- Company: Join a leading UK organisation with a dynamic IT team.
- Benefits: Full-time role with opportunities for growth and development.
- Why this job: Be the face of IT and make a real difference in customer service.
- Qualifications: Experience in Technical Service Desk and strong problem-solving skills required.
- Other info: Collaborative environment with a focus on continuous improvement and innovation.
To be considered for an interview, please make sure your application is full in line with the job specs as found below.
Marble Grange Group is proud to partner with a leading UK organisation in the search for a proactive, customer-focused Service Desk Analyst. This is an exciting opportunity to join a fast-paced, high-performing IT function supporting over 6,000+ users across multiple sites and business disciplines.
If you thrive in a collaborative environment, love solving problems, and enjoy delighting customers with exceptional service, this role offers the perfect platform to develop and grow.
What You’ll Be Doing
- Deliver outstanding customer service, keeping users informed at every stage.
- Build strong working relationships across IT and the wider business.
- Troubleshoot and resolve incidents, maximising first-time fixes and minimising escalation.
- Work collaboratively within the team to balance workload and share knowledge.
- Clearly communicate technical issues in a friendly, easy-to-understand way.
- Monitor the Service Desk queue to ensure timely response and ticket progression.
- Log, diagnose, and resolve incidents in line with defined procedures and security requirements.
- Escalate issues to 3rd Line support appropriately and promptly.
- Support a wide range of technologies, applications and systems.
- Contribute to knowledge base articles, process improvements, and documentation.
- Identify trends and common issues to help drive proactive ITIL processes.
- Complete service requests such as onboarding/offboarding tasks.
- Act as a gatekeeper for security standards and compliance.
- Stay current with new technologies and evolving ways of working.
What You Bring
We’re looking for someone with experience in a Technical Service Desk / ITIL environment, who has a passion for delivering great service and strong problem-solving skills.
Technical Skills:
- Broad understanding of IT infrastructure and applications.
- Strong knowledge of Microsoft technologies: Office 365, Teams, OneDrive, SharePoint, MFA.
- Experience with Azure AD, Exchange, InTune.
- VPN experience (ideally Fortinet).
- Experience using ITSM tools (preferably ServiceNow).
- ITIL Foundation (ideally V4).
- Telephony knowledge (RingCentral ideal).
- Bonus: SolarWinds, and familiarity with construction software such as AutoCAD or Autodesk Revit.
Competencies & Behaviours:
- Professional, customer-focused approach with a positive attitude.
- Excellent communication—clear, concise, confident.
- Strong time management and organisational skills.
- Calm under pressure with a logical, analytical mindset.
- A team player who collaborates well and supports colleagues.
- Able to take ownership, make sound decisions, and follow through to completion.
- Adaptable, resilient, and comfortable with changing priorities.
- Self-starter with strong initiative.
Interested? Marble Grange Group would love to hear from you. If you’re ready to join a supportive team where you can make a real impact, apply today or contact our team for more information.
Service Desk Analyst employer: Marble Grange Group
Contact Detail:
Marble Grange Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at Marble Grange Group or similar companies on LinkedIn. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common Service Desk Analyst scenarios. Think about how you'd handle tricky customer issues or technical problems, and be ready to share your thought process.
✨Tip Number 3
Show off your tech skills! Be ready to discuss your experience with Microsoft technologies and ITSM tools. Maybe even bring up a time you solved a complex issue using these tools—employers love real-life examples.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at Marble Grange Group.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your experience with IT infrastructure, Microsoft technologies, and any relevant ITIL knowledge. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about delivering great service and how your problem-solving skills can benefit our team. Keep it friendly and professional, just like we do at StudySmarter.
Showcase Your Communication Skills: Since you'll be the face of IT for our users, it's crucial to demonstrate your excellent communication skills in your application. Use clear and concise language to show us you can explain technical issues in an easy-to-understand way.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Marble Grange Group
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft technologies like Office 365, Teams, and OneDrive. Be ready to discuss how you've used these tools in past roles, as well as any experience with ITSM tools like ServiceNow. This will show that you're not just familiar with the tech, but that you can also apply it effectively.
✨Show Off Your Customer Service Skills
Since this role is all about delivering outstanding customer service, think of examples where you've gone above and beyond for users. Prepare to share specific situations where you resolved issues quickly and kept users informed throughout the process. This will highlight your proactive approach and commitment to excellent service.
✨Communicate Clearly and Confidently
Practice explaining technical concepts in a simple, friendly manner. The interviewers will be looking for your ability to communicate effectively with non-technical users. Try to use relatable analogies or examples to demonstrate your point, making it easier for them to see how you'd interact with end users.
✨Be Ready to Problem-Solve on the Spot
Expect some scenario-based questions where you'll need to troubleshoot a hypothetical issue. Brush up on your analytical skills and think through your problem-solving process. Show them how you approach challenges logically and calmly, which is crucial for a Service Desk Analyst.
