Service Desk Analyst

Service Desk Analyst Job Description Template

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


  • which might affect the company’s performance;
  • Managing Incidents through to resolution;
  • Assist with extended service desk cover on the weekend on a rotational basis;
  • Provide initial response support to the Meggitt sites in the UK;
  • Coaching and mentoring more junior team members, including service desk engineers;
  • Providing an all round mixture of 1st and 2nd line duties;
  • To keep users informed of progress (especially post SLA breach);
  • Ensuring that all Customer calls are answered promptly and handled professionally;
  • Ability to troubleshoot minor incidents and log onto customer devices remotely;
  • Show initiative and pro active approach when dealing with queries;
  • To resolve those incidents/service requests classified as First-Line-Fix, i.e. password resets and account reactivations/deactivations etc;
  • Manage a caseload of incoming service requests daily;
  • Answering calls and emails from users;
  • Providing a high level of first time fix for all incidents;
  • Tracks and documents detailed history of lifecycle of service requests.


  • Active Directory;
  • Flexibility to work weekends to provide extended service desk cover (1 in 5 weekends);
  • Knowledge of the ITIL framework desirable;
  • Customer and business focused at all times;
  • Willingness to work unsociable hours;
  • Answering calls and emails from users;
  • Good to expert knowledge on Windows Operating systems (Windows 10);
  • Windows 10 experience;
  • Basic computer skills and literacy;
  • Patching servers;
  • A clean driving licence is essential for this role as you may be requested to attend a supported site outside the M25;
  • Previous experience working in a Service Desk/ 1st Line Analyst capacity with an unerstanding of ITIL;
  • Ability to build effective relationships with all colleagues, peers, and staff at all levels;
  • Microsoft System Centre Service Manager;
  • Previous experience working in a Building Society.