Service Desk Analyst

IT Support/Help Desk/ Service Desk Analyst

Location: Onsite 5 days per week

Sector: Energy / Critical National Infrastructure

Experience Required: 1 year

Overview

We are supporting a major Energy client in the search for a Junior Service Desk Analyst to join a fast-paced IT support function. This is an excellent opportunity for someone with 1 to 2 years of commercial IT support experience who is looking to build a long-term career within enterprise technology and critical infrastructure environments.

The successful candidate will act as the first point of contact for technical issues and service requests, delivering high-quality support to end users across the business. Strong communication skills, professionalism, and a customer-first mindset are essential.

This role is fully onsite, 5 days per week, so candidates must be comfortable working directly with users in a highly collaborative environment. If someone is looking for “remote culture” and weekly dog walks on Teams, this probably is not the role for them.

Key Responsibilities

• Provide 1st line technical support via phone, email, and in person
• Log, triage, and resolve incidents and service requests within agreed SLAs
• Support users with hardware, software, password resets, and access-related issues
• Troubleshoot Microsoft technologies including Windows 10/11 and Office 365
• Escalate unresolved issues to 2nd/3rd line support teams where required
• Set up and configure laptops, desktops, and mobile devices
• Maintain accurate ticket updates and technical documentation
• Deliver excellent customer service to both technical and non-technical users
• Support onboarding and offboarding activities for employees
• Work closely with wider infrastructure and support teams to ensure smooth service delivery

Required Skills & Experience

• 1 to 2 years’ experience within a Service Desk, IT Support, or Helpdesk environment
• Excellent communication and interpersonal skills
• Strong customer service mindset with a professional and approachable manner
• Basic troubleshooting experience across Microsoft technologies
• Exposure to Active Directory and Office 365 environments
• Understanding of ticketing systems such as ServiceNow, Jira, or similar
• Ability to prioritise workload in a fast-moving environment
• Strong attention to detail and willingness to learn
• Reliable and comfortable working onsite 5 days per week

Desirable Experience

• Exposure to enterprise or regulated environments
• Experience supporting senior stakeholders
• IT certifications such as CompTIA, Microsoft Fundamentals, or ITIL Foundation

What’s on Offer

• Opportunity to work with a major Energy organisation
• Exposure to enterprise-scale IT operations
• Clear progression opportunities into Infrastructure, Cyber Security, or 2nd Line Support
• Collaborative and supportive team environment
• Competitive salary and benefits package

Ideal Candidate

We are looking for someone who is technically curious, motivated, and confident communicating with users at all levels. The right person will bring energy, professionalism, and a willingness to learn in a demanding but rewarding environment.