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)