Service Desk Analyst

5 days ago


Gloucester, United Kingdom IMT Resourcing Solutions Full time

Our client is looking to grow their IT Service Desk team with an additional Service Desk Analyst to support carrying out 1st line support.
This is a great opportunity for someone with some experience within a busy IT Service Desk carrying out 1st line support or someone looking to start their career within IT with relevant qualifications.
What will you be doing?
- Resolve 1st line queries or escalate the ticket to the relevant team
- Follow service desk knowledge articles to resolve known or previously seen issues.
- Create and review knowledge articles to support ticket resolution and process improvement
- Assess and allocate incoming incidents and service requests using the IT Service Management tool, follow the triage process to categorise, prioritise and assign the tickets.
What experience do you need?
- Previous IT Service Desk and 1st line support experience would be beneficial but not essential
- Strong Customer Service background
- A keen interest in IT or technology.
- An IT related qualification or Service Management qualification would be beneficial but not essential
What do you get in return?
- Salary of up to £25k depending on experience
- Clear career progression and development
- Continuous training
- Hybrid working 2 days in the office per week
This role is based in Gloucester and is commutable from Cheltenham, Tewkesbury, Stroud, Cirencester, Worcester, Hereford.


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