Service Desk Analyst

Do you have experience providing high quality support for an IT Service Desk? Are you passionate about helping people with their IT issues and keen to work for an organisation with people at the heart of everything they do? Samaritans is one of the UK and Ireland's best known and respected charities. In these challenging times of rising cost of living, and more people struggling with their mental health, Samaritans is needed more than ever before. If you are a technological whizz and want to make a real difference to people's lives – this is the role for you!

We are looking for a Service Desk Analyst to join our friendly Service Desk as part of the fantastic IT team. In this crucial role you'll help respond to our staff and volunteers to resolve various 1st and 2nd line IT issues. We are a fun, friendly and supportive team whose focus is on delivering excellence to our callers and volunteers. If you are looking for a new opportunity or a chance to learn new skills, please consider applying.

As this is a fixed term role, we are looking for candidates who are immediately available.

• 5-month fixed term contract
• Full time hours are 35 hours per week, but we are passionate about flexible working, talk to us about your preferences
• Linked to our Ewell (Surrey) office
• In-person working: Meeting in person and working collaboratively are things we value. We work in person around 2 days per month.

What you'll do

• Provide 1st and 2nd line support to staff and volunteers
• Respond to support requests via our service desk, as well as face to face, over email and by telephone
• Manage incidents and requests through to resolution
• Escalate issues to third parties where required
• Provide support for a range of software platforms and equipment
• Assist with new starter account creation
• Participate in the out of hours on call rota

What you'll bring

• Demonstrable experience of 1st and 2nd line IT support in a service desk environment
• Experience providing support for both applications and hardware
• Experience owning and managing support requests through to resolution
• Experience working within SLAs

Why Samaritans

At Samaritans, you'll be part of a people‐first organisation deeply committed to inclusion, compassion and learning. You'll contribute to a team where your voice matters, your expertise makes a difference, and your work helps save lives. We welcome applications from individuals with lived experience and encourage those from underrepresented communities to apply. We are committed to creating an environment where all our people feel seen, heard and supported.

You'll join a values‐led organisation with a powerful mission and a collaborative culture. We offer flexible hybrid working, excellent benefits, and the chance to make a tangible difference in suicide prevention across the UK and Ireland. We recognise the enormous benefits and the social justice imperatives of ensuring diversity at every level of our organisation. Samaritans is wholly committed to inclusion and diversity and to building a culture and environment where everyone is appreciated for the unique person they are. To ensure Samaritans is representative of those we support and who support us, we particularly welcome applications from disabled, racialised minority and LGBTQ+ candidates, as these people are under‐represented at Samaritans.

Apply now

If this sounds like the opportunity for you, please apply. You will be asked to answer short application questions and to upload your CV. At Samaritans, human connection is at the heart of everything we do. We do not use AI at any stage during the selection process. Your application will always be carefully reviewed by the recruiting manager or a member of the Talent Attraction Team. We kindly ask that you avoid using AI tools to generate your application or interview answers. We want to hear your own ideas, insights, and writing style so your unique strengths can shine through.