Service Desk Analyst

Location: Harlow, Essex Salary: Negotiable
Sector: IT & Telecoms Specialism:
Type: Permanent Contact: James Giblin

Service Desk Analyst


Service Desk Analyst needed for a leading Defence organisation based in Service Desk Analyst who are looking to employ an experienced Service Desk Analyst with an in-depth working knowledge of 1st line support.

What the role entails:

Some of the main duties of the Service Desk Analyst will include:

  • Provide first level support for IT issues within a Service Desk environment.
  • Logging calls and perform diagnostics over the phone.
  • Troubleshoot and resolve IT system problems for Raytheon UK colleagues.
  • Manage customer queries and updates regarding existing Incidents and service requests, maintaining a high level of communication with the customer at all times#
  • Responsible for performing first level incident/IT service request logging and problem management.
  • Resolve or escalate customer requests via Service Desk management system.
  • Provide best-in-class IT customer service and rapid service resolution.
  • Document and escalate IT problem trends, customer concerns and issues.
  • Create users and reset passwords.

What you need to be the successful Service Desk Analyst:

In order to be the successful Service Desk Analyst and have a chance to gain such an exciting opportunity you will ideally need to have the following:

  • Demonstrated knowledge of IT troubleshooting techniques, computing technologies and desktop support.
  • A strong knowledge of Microsoft based operating systems.
  • Experience with using and troubleshooting Microsoft Office.
  • Basic understanding of PC hardware set-up and configuration.
  • Genuine interest in customer service, technical support and building relationships.
  • Ability to work well in a fast-paced team environment.
  • Excellent written and verbal communication skills
  • SC cleared or the ability to become SC cleared.


  • Professional certifications; CompTIA A+, Security+
  • Experience of working in an Incident Service Desk environment logging calls and performing IT diagnostics over the phone
  • Previous experience with ServiceNow and/or Service Desk Express

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

This advert was posted by Gold Group - one of the UK's leading niche recruitment consultancies. We span a variety of specialist industries and are the recruitment company to help you find your next career opportunity. We pride ourselves on our commitment to candidates and stick to our ethos of finding the right role for the right person. Visit our website or get in touch today to discuss this role, find out what else we've got or just for a chat about the state of your industry. Services advertised by Gold Group are those of an Agency and/or an Employment Business. Please be aware that we receive a high volume of applications for every role advertised and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for interview. A copy of our privacy policy can be found here: Gold Group is an equal opportunity & diversity employer. A copy of our equal opportunity & diversity policy can be found here:

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