Service Desk Analyst

We are seeking a proactive and customer-focused Service Desk Analyst to join the HCPC IT team during an exciting period of digital transformation. Reporting into the IT function, you will play a key role in delivering high-quality first‑line IT support across the organisation, ensuring colleagues receive timely and effective resolution to IT incidents and service requests. You will be responsible for logging, prioritising, and resolving support issues in line with ITIL processes and service level targets, while also contributing to a range of technology projects that support HCPC’s wider digital transformation strategy. Alongside providing excellent customer service, you will support the setup and configuration of Windows devices, help manage IT communications, and continuously develop your knowledge across Microsoft technologies and modern IT services.

Key Responsibilities

• Support all aspects of the IT service provision at HCPC on a best endeavours basis.
• Understand the information security requirements for information accessed or processed in carrying out the duties of the role, treating the information with appropriate care as set out in the Information Classification and Handling Policy.
• Carry out the responsibilities of the post with due regard to the HCPC's Equality and Diversity Policy and to always treat colleagues and other HCPC stakeholders with respect and dignity.
• Be the primary support contact between the business and the IT function.
• Perform first line support responding to requests by service desk, phone, or email; logging, prioritising, responding, and coordinating the user requests.
• Ensure that the business community are fully informed of all IT changes.
• Operate within the ITIL incident management processes.
• Meet service level targets for incident management closure.
• Meet service levels for closure of assigned service desk tickets.
• Escalate and then coordinate issues and problems to senior support analysts or external third‑party support.
• Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
• Set up and configure Windows‑based PCs and laptops.
• Manage the department’s email inbox.

Candidate Requirements

• Passionate about IT.
• Willing to learn and build on their already solid IT skill set.
• Happy to share what they know and collaborate with teammates.
• An enthusiastic problem solver with excellent troubleshooting abilities.
• Excited to use and support the latest Microsoft technologies.
• A hard working individual who demonstrates fantastic customer service skills.
• Interested in becoming certified in a relevant industry qualification or equivalent knowledge in Microsoft technologies, ideally in Windows 11 and M365.
• Experienced in providing excellent end‑user support, ideally within an ITIL framework.

Alongside our excellent employee benefits, we are committed to your ongoing learning and development to build your skills, experience, and career.

Location: Onsite five days a week.

Closing Date: 1st June 2026, all vacancies close at 1pm. All candidates must have the appropriate right to work in the UK. Before starting employment, we will conduct thorough checks on original documentation to verify your right to work status. HCPC does not offer a sponsorship scheme and is therefore unable to sponsor visa applications. We will make reasonable adjustments and adaptations to ensure the recruitment process is inclusive and barrier‑free. If you would like a confidential discussion on how we can support you, please contact recruitment@hcpc-uk.org.