IT Service Desk Analyst

IT Service Desk Analyst Job Description Template

Our company is looking for a IT Service Desk Analyst to join our team.


  • Experience of supporting in house developed applications;
  • Providing IT (laptops and home users) and telephony (Skype for Business, Apple and Android mobile phone) support;
  • Assisting in running checks and providing daily IT checklist reports relating to system applications, AV equipment and IT infrastructure;
  • Proactively looks for improvement areas as part of continuous improvement process;
  • Capturing, logging and dealing with calls, emails and self-service actions to the IT Service Desk;
  • Contributes to creation of support documentation;
  • Following agreed procedures, identifies, registers and categorises incidents;
  • To support a variety of custom made/bespoke applications, Microsoft applications and desktop applications;
  • Provide 1st and 2nd line support to all users in the business;
  • Previous experience working in a customer focused environment dealing with both internal and external stakeholders;
  • To take full ownership of issues and always be willing to find answers to all questions addressed to them;
  • Plus a variety of off-the-shelf industry tools;
  • Support the problem management process and assist with managing root cause analysis of common, recurring and high severity incidents;
  • Deal with all queries, incidents coming through and provide solutions where possible, owning the resolution of each customer query;
  • Proactively look for ways to improve customer processes or support operations including the creation of support documentation.


  • Strong technical skills across Microsoft Office 2016 products, ideally with a MOS qualification in Word and Excel;
  • Ideally have a minimum of 1 year experience within IT;
  • Ability to work independently across multiple groups in a rapidly changing environment;
  • Understanding of Oracle products relevant to the retail industry;
  • Incident Diagnosis and problem solving skills within an IT environment;
  • Microsoft or other technical certification;
  • Experience and understanding of Microsoft Office programmes including Word, Excel, SharePoint, Outlook and Dynamics;
  • Ability to work under tight time constraints;
  • Experience of working within an ITIL environment , understanding how the end to end process works;
  • Good network knowledge (WAN / LAN);
  • ITIL Foundation (V2 or higher);
  • Strong customer service ethos;
  • Understanding of MAC OSX & iOS (including MDM tools);
  • Excellent interpersonal communication and negotiation skills, both verbal and written;
  • Must have the ability to work on their own but also be able to contribute to team meeting or within collaborative projects.