IT Service Desk Analyst

Are you passionate about delivering exceptional IT support and ensuring smooth operations for users?

As an IT Service Desk Analyst, you will be the first point of contact for all IT-related issues and requests, playing a vital role in keeping our organisation running efficiently.

Your objective is simple but critical: provide a professional, customer-focused service that resolves incidents and request quickly and effectively.You will log, manage, and prioritise requests, troubleshoot technical problems, and escalate complex issues when needed.By keeping users informed and ensuring timely solutions, you'll help maintain business continuity and user satisfaction.

Beyond resolving issues, you'll contribute to continuous improvement by identifying recurring problems, documenting solutions, and supporting initiatives that enhance IT services.Your role is key to ensuring reliable access to systems and building strong customer relationships through clear communication and responsive support.

About the role

What the role involves (your day-to-day impact)

• Be the first point of contact: You provide a friendly, professional interface for all IT incidents and service requests, ensuring users feel supported from first call to resolution.
• Own and resolve: You triage, prioritise, troubleshoot, and resolve issues; when needed, you escalate effectively and keep users updated until closure.
• Communicate clearly: You translate technical details into plain language, set expectations, and maintain timely, accurate updates.
• Document and improve: You capture high-quality ticket notes, create knowledge articles, and spot recurring problems to feed continuous service improvement.
• Support reliability and continuity: You help keep core services available by following incident, request, and major-incident procedures and by coordinating with specialist teams when appropriate.
• Contribute to team coverage: You help ensure service coverage during agreed hours and flex when operational priorities require it.

Key criteria (what you must demonstrate)

• Customer focus: You consistently deliver courteous, solution-oriented support and maintain high user satisfaction.
• Ownership & accountability: You take responsibility for tickets you log or are assigned, seeing them through within agreed SLAs.
• Prioritisation & judgement: You distinguish urgent/major incidents from routine tasks and act accordingly.
• Problem-solving: You diagnose issues methodically, test hypotheses, and verify fixes.
• Communication: You explain technical concepts clearly to non-technical users and write crisp, complete ticket notes.
• Process discipline: You follow service management workflows (incident, request, change/escalation) and contribute to improvements.
• Collaboration: You work effectively with colleagues across IT (e.g., infrastructure, applications, security) and external partners.
• Learning mindset: You proactively expand your skills and stay current with tools, platforms, and best practices., * Service management & tooling: You understand ITIL concepts (incident, request, problem, major incident) and are confident using an ITSM platform (e.g., TOPdesk or equivalent) for logging, categorisation, and SLA tracking.
• Microsoft 365 ecosystem: You can support users across Windows, Teams, Outlook, SharePoint/OneDrive, and Office apps, including common authentication and sync issues.
• Identity & access: You grasp Active Directory/Azure AD (Entra ID) basics-password resets, account unlocks, group membership, MFA, and self-service password reset workflows.
• Endpoint management: You're familiar with device onboarding and policy/application deployment using Intune/Endpoint Manager (or SCCM equivalents), plus fundamentals like BitLocker and VPN clients.
• Networking fundamentals: You can troubleshoot connectivity (Wi-Fi, DNS, DHCP, proxies/VPN), printers, and remote access.
• Security hygiene: You follow secure practices (phishing awareness, least privilege, patching), and escalate suspected security incidents appropriately.
• Knowledge creation: You write clear support articles and FAQs, and contribute to a searchable knowledge base for first-time fix.
• Remote support: You use remote assistance tools to diagnose and resolve issues for office-based and remote workers.

Experience: A proven track record of delivering high quality IT Service Desk support, working on a Service Desk supporting a 1000+ user, multi-site environment.

Qualifications: You will have a record of educational achievement in IT related disciplines including ITIL foundation certification and can evidence familiarity with service management principles.

Richmond & Wandsworth Better Service Partnership are committed to making our recruitment practices as inclusive as possible for everyone.We are committed to promoting equality and diversity and developing a culture that values differences, recognising that employees from a variety of backgrounds bring important and positive contributions to the Councils and can improve the way we deliver services.

We are proud to be a Disability Confident employer. If you require any reasonable adjustments throughout the recruitment and selection process, please let us know.

We are also committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expects all staff and volunteers to share this commitment.Some posts may be exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to these posts will be conditional upon the receipt of a satisfactory response to a check of police records via Disclosure and Barring Service (DBS).

We offer a wide range of benefits designed to attract, develop, and reward our employees such as 40 days annual leave (including Bank Holidays), flexible working and a generous pension plan.