Service Desk Analyst - Systems Integrator

Are you ready to kickstart your career in networking with a world-class Cisco Gold and Fortinet Partner? 

Join a managed service provider with over 25 years of experience in delivering highly available network, cloud and collaboration solutions that help organisations thrive in today’s digital landscape. Headquartered in Harrogate, with offices in London and Reading, a 500‑strong team supports both public‑ and private‑sector clients through multiple UK data centres, a national 100 Gb MPLS network and dual 24/7 network operations centres. By combining technical expertise with a commitment to assured managed services, the company empowers organisations to achieve their goals and navigate rapid technological change with confidence. The team is seeking a Service Desk Analyst to join the Customer Support function, this role is ideal for someone passionate about providing high-quality technical and customer support within a fast-paced environment. As the first point of contact for customers, the role involves handling a wide range of support requests from general enquiries to first-line technical issues ensuring a consistently exceptional support experience. Looking for a customer-focused role with real impact? Apply now!

If you would like to learn more about this opportunity, feel free to reach out and apply today!

Responsibilities:

• Act as the first point of contact for all inbound customer calls into the support centre
• Provide day-to-day support to end users, including basic troubleshooting and first-time fixes
• Log and triage incidents using an internal ITSM platform
• Ensure accurate collection and documentation of customer information
• Provide basic technical resolutions such as password resets and telephony configurations
• Coordinate hardware returns or replacements as needed
• Administer customer self-service portals, including setup and user requests
• Escalate incidents in line with service protocols where appropriate
• Ensure compliance with internal security, information handling, and operational procedures (aligned with ISO standards)

Requirements:

• Previous experience in a customer service or service desk environment
• Familiarity with ITIL frameworks (ITIL v3/v4 certification beneficial)
• Strong knowledge of Microsoft Office applications (Word, Excel, PowerPoint)
• Good administrative and keyboarding skills
• Experience using ITSM tools (e.g., SMAX or equivalent) is a plus
• Strong communication and customer service skills
• A proactive, team-oriented attitude with a desire to learn
• Able to remain calm under pressure and manage multiple priorities

Must be eligible to pass Baseline Personnel Security Standard (BPSS), which includes:

• Right to work in the UK
• Identity verification
• Criminal record check
• Employment history (last 3 years)

Working Hours:

• Monday–Friday 8:00am–4:30pm
• Monday–Friday 9:00am–5:30pm
• One week in five: Monday–Thursday 9:00am–5:30pm, Friday 11:00am–5:30pm

Benefits:

Offers multiple career paths into:

• Technical Support (1st Line)
• Incident Management
• Team Leadership
• Other departments within the business

Salary:

• Competitive salary based on experience