Junior IT Service Desk Analyst

Overview
Our client, a growing and well-established IT services provider, is looking for an enthusiastic Junior IT Service Desk Analyst to join their expanding team. This is an excellent opportunity for someone early in their IT career who enjoys customer-focused support and wants to develop their technical skills in a fast-paced environment.

Key Responsibilities

• Provide technical support across multiple channels, escalating issues when necessary

• Log, track and resolve incidents with clear and accurate documentation

• Process user requests within agreed SLAs

• Identify recurring issues and work with wider IT teams to implement lasting solutions

• Communicate effectively with users, offering clear updates and guidance

• Support hardware and software setup, maintenance and asset management

• Contribute to internal knowledge base content and IT documentation

• Suggest process improvements and opportunities for automation

• Deliver excellent customer service and maintain strong user satisfaction

• Assist with cross-functional IT projects

Qualifications & Skills

• Degree in IT or a related field (ITIL certification desirable)

• Previous experience in an IT service desk or IT support role

• Good understanding of incident management and service desk processes

• Ability to troubleshoot hardware, software and basic networking issues

• Familiarity with ITIL or other IT service management frameworks

• Strong communication, analytical and problem-solving skills

• Customer-focused, proactive and adaptable team player

Benefits

• Competitive salary and benefits package

• Clear career development and progression opportunities

• Full training and ongoing support

• Friendly, supportive working environment

• Free parking

• Excellent pension and financial benefits

• 25 days’ holiday (increasing with service)

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