IT Service Desk Analyst

Key Responsibilities:

Act as the first point of contact for all IT support requests via phone, email, self‑service, and face‑to‑face.

Log, categorise, prioritise, and maintain all Incidents, Service Requests, and Procurement tickets accurately.

Resolve support queries at first contact wherever possible.

Escalate tickets to the correct teams when needed, providing clear and complete handover information.

Work collaboratively within a shift‑based team to ensure full coverage of business hours.

Provide first‑line support for our ERP and core business applications, including Sales, Purchase, Stock, and Reporting.

Triage application issues to determine whether they can be resolved immediately or need further investigation.

Investigate and deep‑dive into more complex problems before escalation, helping to reduce unnecessary handoffs.

Identify recurring issues and highlight opportunities for process improvement.

Work with the wider Application Support and Development teams to help resolve complex incidents.

Essential Experience:

Exceptional communication skills — clear, professional, and empathetic across all channels

A natural problem-solver who takes ownership and drives issues to resolution

Technically literate with a genuine curiosity about how systems and applications work

Comfortable working with Microsoft Office applications and familiar with common IT tools and environments

Experience making decisions and prioritising issues based on the information available

Able to follow and apply processes consistently under pressure

Strong team player who can collaborate effectively and communicate handovers clearly

Demonstrates initiative and a genuine desire to learn and develop

Desirable Experience:

Experience in a service desk, help desk, or IT support environment

Awareness of ERP or business application systems (e.g. sales, stock, purchasing workflows)

Familiarity with ITIL principles or incident/change management processes

Experience with Jira Service Desk or similar ticketing platforms

Relevant IT qualifications (e.g. CompTIA, Microsoft, ITIL Foundation)