IT Service Desk Analyst

🔒 Confidential Employer
Posted 7 May 2026
LOCATION
Leeds
TYPE
Full-time
LEVEL
Mid-Senior level
SALARY
£35,000 / year
CATEGORY
IT Support & Infrastructure
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Microsoft Office 365 ITIL Windows 11 Troubleshooting Customer Service ITSM Tools Active Directory/Exchange Communication

FULL DESCRIPTION

Title: IT Service Desk Analyst

Company: [Employer hidden — sign up to reveal]

Location: Leeds, England, United Kingdom (On-site, 5 days per week)

Salary: £25,000 - £35,000 per year

Job Type: Full-time

Experience Level: Mid-Senior level

Description

[Employer hidden — sign up to reveal] is an award-winning investment platform. We are seeking an IT Service Desk Analyst to join our team in Leeds. This role involves managing the speedy answer, response and resolution of all inbound incidents and requests via Email, phone, in person and via the Internal IT Service Delivery toolset. The right person will have previous experience working within a busy Service Desk environment (minimum of 3 years’ experience) and proven ability to work to strict processes and deadlines. Reporting to the IT Service Desk Team Leader, you will show enthusiasm, excellent customer service and technical skills.

Key Responsibilities

  • Taking personal responsibility for delivering objectives in line with our values.
  • Logging, progressing, and resolving incidents and service requests according to agreed standards.
  • Flexibility to travel across all [Employer hidden — sign up to reveal]/Aberdeen office locations.
  • Documenting all steps in the ITSM tool.
  • Adhering to standard operating procedures.
  • Escalating calls to appropriate teams.
  • Managing customer expectations and providing updates.
  • Covering early and late shifts (7am to 5.30pm) on a rota basis.

Requirements

  • Minimum 3 years’ experience in a busy IT Service Desk environment.
  • Ability to respond to high volume of queries with resilience.
  • Proficient in using ITSM tools.
  • Strong verbal and written communication skills.
  • Technical understanding of IT within an enterprise.
  • Good troubleshooting skills and experience with Microsoft Office suite and M365.
  • Knowledge/experience of ITIL based service management.
  • Certifications such as MSCP and ITIL advantageous.
  • Experience supporting Windows 11.
  • Experience managing users, groups, and mailboxes in MS Exchange and Office 365.
  • Working knowledge of laptop, printer, network, phone, and AV hardware.
  • Recognised IT qualifications beneficial.
  • Experience with macOS advantageous.

Benefits

  • Group Personal Pension Plan – 8% employer contribution.
  • Life Assurance and Group Income Protection.
  • Private Medical Insurance (Bupa).
  • 25 Days Annual Leave plus bank holidays.
  • Staff Discounts on investment products.
  • Personal & Well-being Fund.
  • Retail Discounts.
  • Voluntary Flexible Benefits.
Sign up free — access 45,000+ UK sponsor-licensed jobs