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Service Desk Analyst

Location: Swindon Salary: Up to £28000 per annum
Sector: IT & Telecoms Type: Permanent
Contact: Zoe Warrington Job Published: 26 days ago

Job Title: Service Desk Analyst

Location: Swindon (onsite role 4/4/4)

Salary: up to £28,000 (dependent on experience) + up to 10% pension and a full benefits pack!

Must be able to hold an SC Security Clearance

Looking to Interview ASAP so please contact Zoe, call on 01342 330582 or email for a slot.

Key Skills: Customer Service communication skills, Knowledge of desktop computing. Ability to troubleshoot technical support issues. Microsoft Office suite. Windows 10 and Microsoft Server 2016-2019.

I am presently seeking candidates for the positions of a Service Desk Analyst to join a leading IT Managed Service provider specialising in Data Centre Management. You'll be a vital part of the team that interfaces directly with managed service customers, serving as the frontline representation.

The Role:

So, what will you be doing as a Service Desk Analyst?

  • Serving as the initial point of contact for both external and internal customers, offering user support.
  • Ensuring timely and professional responses to all communications, whether via the Desk, phone calls, emails, etc.
  • Handling support requests by identifying, registering, and categorizing incidents.
  • Proactively identifying and suggesting improvements in quality and efficiency.
  • Utilizing standard operating procedures and knowledge base to resolve issues during the first call.
  • Troubleshooting and resolving basic technical problems.
  • Adhering to agreed procedures by promptly allocating incidents as per SLAs and KPIs.
  • Providing regular updates to customers and ensuring progression aligns with Service Level Targets.
  • Accurately recording all actions and diagnostics performed in the Service Management Tool.

What are we looking for in our next Service Desk Analyst?

  • Proficient in problem-solving with outstanding time management and organizational abilities.
  • Capable of working independently or collaboratively within a team.
  • Eager to expand and evolve within the role and within the company.
  • Excellent customer Service communication skills (both verbal & written)
  • IT support skills, Microsoft Office suite, Windows 10 and Microsoft Server 2016-2019
  • Active Directory and User Account management
  • Ability to troubleshoot technical support issues.


  • Working with LINUX operating systems
  • Network design and TCP/IP
  • Server backups and restores.
  • Operating and configuring monitoring tools such as SolarWinds or Icinga


  • Training Development plan
  • Pension, Healthcare, Life assurance, Private medical
  • Other great benefits

How to Apply:

In order to be eligible for this role you will need to undergo Security Clearance Background Checks that require you to be a UK resident and UK passport holder.

This really is a fantastic opportunity for a Service Desk Analyst. If you are interested, please apply as soon as possible as this position will be filled quickly so don't miss out!

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

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