EXPERIENCE AND SKILLS:

• Bachelor’s degree in computer science, information technology, or a related field (or equivalent experience).
• Minimum 4-5 years in a technical support role, preferably in a service desk environment.
• Strong proficiency in troubleshooting software and hardware issues on Windows and/or Mac platforms.
• Demonstrated problem-solving and analytical skills.
• Knowledge of ITIL framework and experience with IT service management tools (e.g., ServiceNow, Jira Service Management)
• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
• Proven leadership skills, with experience in team supervision or mentoring.
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation are a plus.
• Ability to work independently and as part of a team, with a customer-focused attitude and a commitment to high-quality support and service.

ABOUT THE ROLE:

As a Service Desk Analyst, you will play a vital role in managing and providing technical support and assistance to end-users within the organisation. With your experience and expertise, you will guide the Service Desk team, handle complex technical issues, and ensure the efficient operation of IT systems. This position requires a blend of technical expertise, leadership, problem-solving skills, and customer service orientation. You will work on-site 3 days a week across our Reading and at times London office, with the remaining days remote.