Service Desk Analyst

Salary:£18,000 - £24,000


Our Farnborough client offer a superb working environment and this role sits in a friendly, social team! The role’s main function is to provide support to all user admin functions and local Applications Support to multiple internal departments within a focused-on site team

The successful candidate must be highly motivated and responsive to customer needs, analysts will need to work closely with the Service Desk Team Leader as well as other on-site colleagues to ensure company to ensure users receive the highest level of customer service.



  • To ensure that all calls to the Helpdesk are answered within set service levels
  • Identify relevant problem types and associated priorities
  • Verify information back to the customer on the call details ensuring that all the relevant information is entered into the helpdesk call logging system in a clear and concise format
  • Connection via remote management software may be used to aid problem resolution for users
  • If necessary, escalate calls to correct departments for further investigation ensuring regular updates working towards a prompt resolution
  • To proactively monitor all calls keeping the customer, and when necessary Service Desk Team Leader informed at all times through to resolution
  • Other ad-hoc tasks/project work agreed from time to time
  • On an on-going basis, creation and maintenance of content for the Resolve IT Knowledge base.
  • Assist with production of relevant documentation and procedures relating to the Service Desk
  • To play an active role within the Service Desk team, remaining flexible to support others during busy periods
  • Actively strive to improve technical ability by self-study, organised in-house training


Experience / Attributes Required :

  • Needs to be literate, numerate and have a good telephone manner
  • Ideally have current experience working on a Helpdesk, ideally in a corporate environment or alternatively have experience in a process driven Admin role and an interest in IT and / or systems
  • Must be self-motivated, tenacious as well as a team player
  • Must have the ability to communicate with and work effectively with colleagues, internal departments as well as customers
  • Must be able to work under pressure and have a flexible working attitude
  • Must be able to contribute to individual, team and company targets and objectives
  • Must be conscientious with an attention to detail
  • Must hold a driving license and have access to a vehicle for business use

If you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.

Apply now


Would you like to discuss this role further?
Speak to the 2i Team: 01483 414719

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