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IT Service Desk Analyst
Newton Europe. Triage service desk tickets accurately and promptly .
Posted 9/23/2026full-timeKingston Bagpuize • United KingdomMid-LevelSenior💰 £30,000 - £35,000 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills and a proactive approach to problem-solving within IT service management. Capable of managing escalations, supporting team members, and improving service desk processes while maintaining effective communication with stakeholders.
Highest-signal resume keywords
ITIL AwarenessOffice 365 AdministrationServiceNow ExperienceCustomer Service SkillsProblem-Solving Approach
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementService Request ManagementUser Account ManagementCloud TechnologiesMobile Device TechnologiesProcess ImprovementWorkplace DocumentationService Desk SolutionsProject ManagementStandard Operating Procedures
Soft Skills
Strong Communication SkillsAnalytical MindPositive AttitudeCollaborative TeamworkPersonal Drive
Tools & Technologies
ITSM PlatformsFreshServiceServiceNowMicrosoft EnvironmentOffice 365
Certifications & Qualifications
MS-900AI-900AZ-900
Industry Keywords
Service DeskCustomer SupportEmployee LifecycleChange ManagementProblem Management
Tech Stack
Tools & technologiesCloudITSMServiceNow
About the role
Key responsibilities & impact- Triage service desk tickets accurately and promptly
- Operate within Incident and Service Request Management processes
- Fulfil service requests and support incidents through to resolution
- Deliver IT inductions and maintain induction slide decks
- Build relationships with key stakeholders and service desk suppliers
- Follow, create, and improve standard operating procedures
- Create workplace documentation and service desk solutions
- Escalate complex issues to internal teams or third parties
- Support upskilling and onboarding of new team members
- Advocate for end users and challenge internal IT teams to improve services
- Operate within Problem Management and Change Management frameworks
- Work on projects and process improvements, including maintaining project plans
- Support continual improvement within the Service Desk team
- Work morning and evening shifts as required for international operational needs
- Travel to the London office, typically once per month, with additional visits as business needs require
Requirements
What you’ll need- Previous experience in a similar role or demonstrated passion for supporting customers through technology
- Exceptional personal drive and eagerness for personal development
- Analytical mind
- Strong communication skills
- Positive attitude
- Excellent customer service skills
- Ability to own issues from start to finish
- Ability to manage escalations independently and work with multiple stakeholders
- Strong problem-solving and problem-management approach
- Proactive and consistent approach to work
- Desire to work as part of a collaborative team
- Ability to prioritise own work and support or own projects alongside BAU activity
- Passion and desire to learn new systems, tools, and technologies
- Flexibility to work morning and evening shifts
- Understanding of user account management within a Microsoft environment preferred
- Understanding of Office 365 Administration preferred
- Experience in or awareness of ITIL preferred
- Experience in or awareness of supporting the employee lifecycle within an IT environment preferred
- Experience in or awareness of ITSM platforms such as FreshService or ServiceNow preferred
- Experience in or awareness of cloud technologies preferred
- Experience in or awareness of mobile device technologies preferred
- Microsoft Certifications such as MS-900, AI-900, or AZ-900 preferred
Benefits
Comp & perks- Career and personal development opportunities
- Stretching projects
- On-the-job feedback and developmental guidance
- Dedicated Development Manager for career progression
- Regular appraisals and annual pay reviews
- Life Assurance
- Income Protection
- Pension contributions
- 25 days holiday
- Company performance bonus scheme
- Spring activity day
- Christmas events
- 2-day Summer event
- 5 Newton-sponsored weekends per year