Service Desk Analyst
On-site · Southampton, England, United Kingdom
Job Summary
As a Service Desk Analyst, you’ll be the first point of contact for end-user IT support, handling a high volume of incidents and requests, triaging and resolving them where possible, and escalating to second-line teams when needed. You’ll work on a rota in a customer-focused environment, with responsibilities spanning Windows and Microsoft 365 troubleshooting, ITSM tooling usage, knowledge sharing, onboarding/offboarding support, and contributing to a growing knowledge base. Strong technical troubleshooting, communication, teamwork, and a passion for delivering excellent user experiences are essential.
Required Qualifications
- Providing first-line IT support via phone, live chat, and the call handling system
- Logging, triaging, prioritising, and resolving incidents and service requests using TOPdesk and Alemba
- Troubleshooting issues across Microsoft 365, end-user devices, and core IT services
- Handling calls from end-users professionally, gathering information, and setting clear expectations
- Resolving issues at first or second-line where possible, escalating appropriately
- Building strong working relationships with second-line and specialist support teams
- Supporting onboarding and offboarding activities for staff
- Strong communication skills with the ability to engage effectively with stakeholders at all levels
- Familiarity with Windows operating systems, Microsoft 365, and core IT troubleshooting practices
- Experience using ITSM tooling and working within structured processes
- Ability to gather customer requirements, assess impacts, make decisions and set clear expectations
- A strong customer-first mindset, with focus on continuous improvement, automation, and enhancing customer satisfaction
- Experience in a Service Desk, IT support, or similar fast-paced role
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