Service Desk Analyst

Codestone Group

Service Desk Analyst responsible for first-line technical support to managed service customers in a hybrid role. Engaging with clients via phone, email, and instant messaging within a structured service desk environment.

Posted 5/27/2026full-timeBasingstoke • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AndroidiOSITSM

About the role

Key responsibilities & impact

Provide a channel for users to request and receive standard services, via email, phone, and self-service.
Maintain a high degree of customer service for all customer interactions and adhere to all service management principles working to the contractual SLA’s.
Take ownership of users' incidents and requests and be proactive when dealing with these.
Perform fixes within your skill level and if unable to resolve the issue escalate to other analysts as appropriate while maintaining overall ownership of the issue until its closure.
Follow up with other analysts/the customer for updates on open incidents/requests and regularly update the user on progress.
Recording and monitoring all faulty calls & requests for service on the Customer’s ITSM Tool.
Triage and resolution of faults / requests where the customer has provided access and knowledge to resolve the issues.
Escalation to customer internal teams, of faults that they are responsible for resolving.
Communication with the users being supported, both via the ticket and over the phone, to record and triage the tickets.
Communication with the customer resolver teams, to escalate and help with triage tickets.
Record all faults and related occurrences on the ITSM system
Produce and update documentation of fixes for known issues
Upkeep of IT procedures (under direction of Line Manager)

Requirements

What you’ll need

Experience working in a Service Desk environment, preferably with a Managed Service Provider.
Hands-on experience with service desk and remote-control software.
Ability to give instructions to a non-technical audience.
Experience with Active Directory, Windows OS systems, from 10 onwards and IOS & Android.
Proactive, positive, self-starter and team player with a skill of continually improving processes.
Ability to work in a team-based, collaborative environment.
Track record of working in a customer-facing environment.
Ability to digest complex data and relay it to users in a manageable, clear and concise way.
Experience in Customer Service is essential.
Experience of operating in high pressure and fast-moving environments.
Excellent organisational skills.
Service Level and Customer experience level Management experience.
Good computer skills and the ability to use business support software and ITSM tools.
Strong teamwork skills and attention to detail.
ITIL v3 Foundation (minimum)
Experience with Hornbill (Advantageous only)

Benefits

Comp & perks

expert coaching & mentorship
ongoing training
real-world experience in a high-growth tech business

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Active DirectoryWindows OSiOSAndroidservice desk softwareremote-control softwareITSM toolsdocumentation of fixesfault triageincident resolution

Soft Skills

customer serviceproactiveteam playercommunicationorganizational skillsattention to detailcollaborativeprocess improvementability to instruct non-technical audienceability to work under pressure

Certifications

ITIL v3 Foundation