ICT Service Desk Analyst

Application Deadline: 2 October 2026

Department: ICT

Employment Type: Permanent - Full Time

Location: Stockton on Tees

Description

Key Responsibilities

• Provide high-quality first line ICT support to px users by accurately logging, triaging, categorising, prioritising and resolving incidents and service requests through the nominated ITSM platform. Maintain a professional, responsive and customer-focused service that helps protect the safety, availability and reliability of ICT systems across the business. 
• Act as a key member of the ICT Service Desk team, working closely with ICT colleagues, site teams, suppliers and end users to restore service, fulfil standard requests, provide clear communication and escalate issues appropriately. As required, support px sites across the UK either remotely or in person to help deliver these responsibilities. 
• Contribute to the timely achievement of personal, departmental and ICT Service Desk objectives, meeting agreed service levels and continuously improving the user experience. 
• Provide first line support for ICT incidents and service requests received by phone, email, portal, chat, remote support tools or in person, ensuring all tickets are logged accurately and progressed in line with agreed service desk processes. 
• Triage, categorise and prioritise incidents and service requests using agreed impact and urgency criteria, ensuring tickets are allocated correctly and escalated to the appropriate ICT specialist, resolver group or third-party supplier where required. 
• When completing role responsibilities, consistently demonstrate the px behaviours and comply with px Group Zero Harm, information security, data protection and ICT governance requirements. 
• Resolve common ICT issues at first contact wherever possible, including such areas as password and access issues, Microsoft 365 queries, device faults, printing issues, application errors, basic network connectivity issues and general end-user support requirements. 
• Use the ITSM system and supporting ICT tools to update ticket notes, capture troubleshooting activity, maintain accurate records, monitor queues, track service levels and ensure users are kept informed throughout the lifecycle of their ticket. 
• Provide excellent customer service and positively promote the ICT Service Desk and wider ICT Department to colleagues, contractors and customers, adapting communication style to suit the user and the priority of the issue. 
• Support ICT asset management activities, including recording asset details, assisting with device builds, equipment allocation, returns, stock checks and the accurate updating of asset records. 
• Support user onboarding, leavers and movers processes by assisting with standard account, device and access activities, ensuring requests are fulfilled accurately and in line with approved procedures. 
• Maintain and contribute to ICT knowledge articles, service desk documentation, user guidance and process notes to support consistent ticket handling, first contact resolution and self-service improvement. 
• Contribute to continuous improvement activity by identifying recurring issues, ticket trends, knowledge gaps and opportunities to improve service desk processes, user communications and customer satisfaction. 
• Assist with administrative and operational ICT duties as required, including procurement support, software and licence requests, meeting room support, mobile device administration and coordination with suppliers. 
• Remain up to date with ICT systems, cyber security awareness, service desk best practice and relevant business processes, attending required training and applying learning to day-to-day support activities. 

Minimum Requirements

• GCSE grades 9-4 including Maths and English, or equivalent level of education and experience in an ICT or customer service environment. 
• Experience working in an ICT Service Desk, helpdesk or customer-facing technical support role. 
• Ability to log, triage, categorise, prioritise and resolve incidents and service requests in line with agreed processes and service levels. 
• Strong troubleshooting skills across Windows 10/11, Microsoft 365, Teams, Outlook, mobile devices, printers and standard business applications. 
• Experience using remote support tools and IT service management systems to manage tickets from initial contact through to resolution or escalation. 
• Knowledge of Active Directory or Entra ID account administration, including password resets, user access requests and basic permissions management. 
• Able to communicate clearly with technical and non-technical users, providing guidance, updates and practical support in a professional manner. 
• Ability to accurately document troubleshooting steps, resolutions and knowledge articles to support first-time fix and continuous improvement. 
• Understanding of ICT asset management processes, including device allocation, returns and stock control. 
• Completed the required company induction into this role –  

What you will receive from us