About the role
About the Role
We're looking for a Service Desk Analyst to join our Managed Services team, based on-site at a customer location in Watford. This is a front-line role where you'll be the first point of contact for technical issues and service requests and the person who makes sure every query is owned, progressed, and resolved.
As this is an on-site role, you’ll also be the “walk-up” point of contact for users who come directly to IT with issues and requests, providing a calm, professional first response and clear updates throughout. You’ll be trusted to manage your own day-to-day workload, prioritise competing demands, and take ownership of incidents from initial triage through to resolution or escalation working proactively and independently, with in-house colleagues and remote support from the wider team when needed.
What You'll Be Doing
Handling incoming incidents and service requests via phone, email, and instant messaging, logging everything accurately in the customer's ITSM tool
Taking ownership of issues from first contact through to resolution, keeping users updated throughout
Triaging and resolving faults within your expertise, and escalating intelligently when required
Communicating clearly with both end users and internal resolver teams to keep tickets moving
Supporting systems including MS Office, Windows OS, Active Directory, and remote connection tools
Producing and maintaining documentation for known issues and fixes
Working to contractual SLAs and contributing to a positive customer experience at every interaction
About Your Experience
Previous experience in a Service Desk or technical support environment, ideally with a Managed Service Provider
Comfortable working with Active Directory, Windows 10+, iOS, and Android
A natural communicator who is able to translate technical issues into plain English for non-technical users
Calm under pressure, proactive by nature, and someone who takes ownership rather than passing the buck
ITIL v3 Foundation (minimum)
Experience with Hornbill is a bonus, but not essential
Strong customer service track record and a team-first attitude
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