We have an exciting opportunity for an IT Service Desk Analyst to join our collaborative IT team.

ABOUT YOU

You’re a logical and proactive problem-solver with a solid understanding of IT systems and a genuine passion for helping people. You’ve previously worked in a service desk environment and are confident providing first and second-line support, ideally within a Microsoft 365 and Windows 10/11.
You bring excellent troubleshooting skills, good knowledge of desktop hardware and software, and experience with tools like Active Directory, Exchange, and service desk ticketing systems. You’re calm under pressure, customer-focused, and able to prioritise tasks while maintaining attention to detail.
Most importantly, you’re enthusiastic about using your technical skills to make a difference—ensuring that the people behind our mission have the tools and support they need to succeed.
Please see the Job Description below for full details of this role.

As an IT Service Desk Analyst at Help for Heroes, you’ll play a key role in supporting our colleagues by delivering high-quality 1st and 2nd line technical support. From resolving day-to-day IT issues to contributing to larger projects and maintaining IT infrastructure, you’ll help ensure our systems run smoothly so that our teams can focus on delivering life-changing support to veterans and their families.
You’ll provide both remote and occasional desk-side support, assisting with software and hardware troubleshooting, user account administration, and mobile device management. You’ll manage support tickets through to resolution using our ITIL-based processes and ensure internal documentation is kept up to date and accurate.
This role also includes opportunities to support wider IT initiatives, including project work, asset management, and vendor liaison.