Service Desk Analyst

12 Months Fixed Term Contract, Full Time About the role Here at Joseph Rowntree Foundation, we are looking for a Service Desk Analyst someone to perform 1st line support functions resolving ICT related incidents promptly and accurately with an excellent customer service approach. You will take ownership of user requests and be pro-active when dealing with user issues. Logging all incidents on the Service Desk ticket system and keeping the IT asset register up to date, you will build and configure new desktop hardware and install software packages and support users in the use of computer equipment through advice and ad-hoc training. Documenting and maintaining IT procedures and solutions, you will report and liaise with external help desks when required and escalate more complex issues to the relevant IT staff member taking on other responsibilities as reasonably required. This post is primarily based in York and may require additional travel to other offices, including occasional travel to other parts of the UK (e.g. London and Glasgow). It will require occasional out of hours working. About you As our Service Desk Analyst, we would like you to be CompTIA A+ qualified or hold equivalent experience. With experience of Microsoft desktop operating systems and the Microsoft Office application suite, you will have experience of working in off-premise and/or cloud based environments and of working with various Wide Area Network technologies. A team player who can work with colleagues across departments and with external stakeholders including those with lived experience of poverty, you will have extremely strong analytical and problem-solving skills with proven strong negotiating and consensus building abilities. Confident and approachable, you will have proven skills to work effectively across internal functional areas in ambiguous situations with strong oral and written communication skills to deliver messages clearly and confidently at all levels. How to apply If you share our passion and this role sounds like you, then were looking forward to hearing from you. Please submit your CV and supporting information via our online application platform. The closing date for applications is 22nd September 2025. Interviews will take place week commencing 29th September 2025. We reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date. Additional Information Applications are welcome from all, regardless of age, disability, marriage or civil partnership, pregnancy or maternity, religion or belief, race, sex, sexual orientation, trans status or socioeconomic background. We positively encourage applications from people from marginalised backgrounds, including but not limited to those with experience of living in poverty. We are committed to being an anti-racist organisation and operate an anonymised recruitment process so that bias is eliminated from the shortlisting process. In support of our approach to flexible working, we are happy to receive applications from those seeking full-time employment, as well as those who may want to share the role on a part-time basis. When making your application, please state whether you want to be considered for either full or part-time work and, if part-time, the number of hours per week you would be looking for. At JRF were at our best when were continually building on trust, showing we care and making a difference and hope others will do the same. So, for those roles which allow it, were developing a more blended approach to how and where you work. This means you can expect to work flexibly between the office and home (with an expectation of two days a week in your home office). We are a Disability Confident Employer . This means that we are committed to the recruitment, progression and retention of disabled individuals. We shall also offer interviews to disabled candidates who meet the minimum criteria for the job. If you have a disability, please tell us if you would like to be considered for an interview under the Disability Confident Scheme. If you have any additional needs and need reasonable adjustments to be made to the interview process, please let us know. TPBN1_UKTJ