IT Service Desk Analyst

Procentia - Pensions Software Solutions

. Manage incidents and service requests through Zendesk .

Posted 11/9/2026full-timeBristol • United KingdomMid-LevelSenior💰 £26,000 - £30,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing IT incidents and service requests, providing technical support, and maintaining IT infrastructure, including network performance and security. Proficient in utilizing Zendesk for service desk operations and supporting Microsoft Azure environments.

Highest-signal resume keywords

Zendesk ExperienceIT Infrastructure SupportMicrosoft Azure Public CloudProblem-Solving AbilitiesExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportNetwork TroubleshootingData Backup and RestorationHardware SupportSoftware SupportUser Account ManagementCybersecurity Best PracticesConfiguration ManagementSQL Server DatabasesEmerging Technologies Awareness

Soft Skills

Excellent Communication SkillsProblem-Solving AbilitiesTeam CollaborationIndependent Work

Tools & Technologies

ZendeskMicrosoft TeamsMicrosoft WindowsIntelliSuite Applications

Industry Keywords

IT Asset ManagementService Desk OperationsNetwork Performance MonitoringCybersecurityVirtualized Environments

Tech Stack

Tools & technologies

AzureCloudCyber SecuritySQL

About the role

Key responsibilities & impact

Manage incidents and service requests through Zendesk
Provide first-line technical support to colleagues and business users
Manage employee accounts, including new starters, leavers and role changes
Provide hardware and software support
Set up employee devices
Assist users via Teams, email, telephone and in person
Support network setup and troubleshoot connectivity issues
Monitor network performance and security
Monitor backups and restore data when needed
Follow security policies and maintain antivirus protection
Promote cybersecurity best practice
Maintain IT asset and configuration records
Create user guides
Stay informed about emerging technologies and risks
Help support the infrastructure underpinning client operations hosted in Microsoft Azure Public Cloud, including IntelliSuite applications, SQL Server databases and supporting software

Requirements

What you’ll need

Strong problem-solving abilities
Excellent communication skills
Ability to work independently and as part of a team
Practical, hands-on background in IT infrastructure support, including storage, servers and networking
Exposure to physical and virtualised Microsoft Windows environments
Experience working with service desk or ticketing platforms; Zendesk experience desirable

Benefits

Comp & perks

25 days holiday plus public holidays, increasing with length of service up to 28 days
Carry over of up to 1 week of holiday
Buying and selling holiday, up to 1 week
Volunteer day
5% employer contribution pension
Life Assurance
Private Medical Insurance
Employee Assistance Programme (EAP)
Health care cash plan
Tusker Electric Car Leasing scheme
Professional growth and development opportunities