Service Desk Analyst

🔒 Confidential Employer
Posted 8 May 2026
LOCATION
Ipswich
TYPE
Full-time
LEVEL
Entry-level
SALARY
£31,000 / 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 365 Windows Troubleshooting Communication Active Directory ITIL Customer Service Ticketing Systems

FULL DESCRIPTION

Service Desk Analyst – Ipswich, Suffolk – Permanent – Up to £31,000/year

Job Description

Our client is seeking a Service Desk Analyst to act as the first point of contact for all IT support across the organisation, based in Ipswich, offering a salary of £30,000. This role is focused on delivering a professional, customer-focused service, ensuring incidents and service requests are resolved efficiently while maintaining high service standards and contributing to continuous improvement.

Service Delivery & Support

  • Act as the first point of contact for all IT incidents and service requests via phone, email, and ticketing system.
  • Log, categorise, and prioritise tickets in line with agreed SLAs.
  • Provide first-line resolution for common issues across hardware, software, and systems.
  • Escalate more complex issues to 2nd/3rd line teams where required, ensuring clear handover.
  • Work with third-party support providers where required, maintaining clear ownership of tickets and ensuring services are delivered in line with agreed expectations.
  • Proactively manage and update tickets to resolution, keeping users informed throughout.

User Support

  • Support users across core systems (Microsoft 365, Devices and Business Applications).
  • Assist with onboarding and offboarding processes (account setup, access, equipment).
  • Deliver end-user support including induction training for new starters, ensuring they are equipped to use core systems, devices, and collaboration tools effectively from day one.
  • Provide ongoing guidance and informal training to users to improve system adoption and digital capability.
  • Maintain a strong customer focus, ensuring a positive user experience.

Device & Systems Support

  • Support laptops, mobile devices, printers, and peripherals.
  • Assist with device builds, configuration, and deployment.
  • Troubleshoot connectivity issues (WiFi, VPN, network access).
  • Perform routine checks and basic system maintenance tasks.
  • Assist with cyber security monitoring and remediation tasks.

Process & Continuous Improvement

  • Follow ITIL-aligned processes for Incident, Request, and Problem Management.
  • Contribute to the creation and maintenance of knowledge base articles.
  • Identify recurring issues and highlight trends to support root cause analysis.
  • Support service improvements to enhance efficiency and user satisfaction.

Person Specification

Essential Experience & Skills

  • Around 1 year of experience in a Service Desk or IT support role (or strong demonstrable aptitude).
  • Good understanding of Microsoft 365 (Outlook, Teams, SharePoint, etc.).
  • Good understanding of Windows operating systems and desktop environments.
  • Strong troubleshooting and problem-solving skills.
  • Excellent communication skills, both technical and non-technical.
  • Ability to manage workload and prioritise effectively.

Desirable

  • Exposure to Active Directory / Microsoft Entra.
  • Experience with ticketing tools (Zendesk, ServiceNow, Jira, etc.).
  • Understanding of ITIL principles and service management processes.
  • Basic networking knowledge (DNS, DHCP, VPN).
  • Experience supporting SaaS applications.

Behaviours & Attributes

  • Customer-focused with a proactive, 'can-do' attitude.
  • Strong attention to detail and ownership of tasks.
  • Able to work both independently and as part of a team.
  • Willingness to learn and develop technical skills.
  • Calm and professional under pressure.
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