IT Service Desk Analyst

As a Service Desk Analyst you’ll be the first point of contact for IT support. You’ll provide first-line technical assistance, ensuring that incidents and service requests are effectively managed and resolved as quickly as possible. Delivering excellent customer service is essential, as you will be responsible for assisting users with technical issues, maintaining clear communication, and ensuring a smooth IT support experience.

Working closely with the Service Desk team and wider IT support teams, you will handle incidents and requests through our IT Service Management (ITSM) tool. You must be able to translate technical information into business-friendly language, acting as a bridge between technical teams and non-technical stakeholders. Strong problem-solving skills, patience, and a proactive approach will be key to success in this role.

You’ll need to be in the office for a minimum of 4 days per week and the remaining day you’ll be able to work remotely.

Your role covers analysing and diagnosing customer issues across various applications and systems, providing advice and support to resolve queries, and maintaining a high standard of customer service. You will take ownership of incidents and requests, following up with users and ensuring timely updates on progress. Where necessary, unresolved tickets will be escalated to second-line support or the infrastructure team. You will also be responsible for administering the Service Desk system, logging and maintaining records accurately, and ensuring information remains up to date.

Success in this role will be measured by meeting service level agreements (SLAs) for incidents and service requests, continuously improving best practices, ensuring customer satisfaction, and effectively managing request escalation

If you’re a self-motivated IT professional with a passion for customer service and problem-solving we want to hear from you.

To be successful in this role you're:

• Experienced in Microsoft desktop troubleshooting with a strong understanding of Microsoft environments, Citrix, phone systems, networks, and Active Directory
• A strong communicator, both face-to-face and over the phone, with excellent customer service skills
• Proactive with a can-do attitude and the ability to work independently
• Experienced in a similar IT support environment, with strong incident management skills and the ability to manage expectations effectively
• Highly organised with excellent time management skills, capable of multitasking in a high-volume environment
• A problem-solver with patience and perseverance to resolve technical issues efficiently
• Certified in relevant industry qualifications such as CompTIA, Service Desk Institute Analyst, or ITIL Foundation

Here are just a few of the benefits of working at Peabody:

• 30 days’ annual holiday, plus bank holidays
• two additional paid volunteering days each year 
• flexible benefits scheme, including family friendly benefits and access to a discount portal 
• 4 x salary life assurance
• up to 10% pension contribution

Are you ready to apply?

If you have any questions about this role, please email Talent Specialist, Harry at harry.lund@peabody.org.uk.

We may close this advert before the advertised closing date, depending on the number of applications received.

Interviews will be taking place during the week commencing 10/03/25.

PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.

Vacancy details: