ICT Service Desk Analyst
| Company: | Innovate Healthcare Services |
|---|---|
| Salary: | £26,404 |
| Hours: | Full-time |
| Location: | Warwick, CV34 6SR |
| Working pattern: | On-site |
| Job type: | Permanent |
| Posting date: | 27 Jul 2026 |
| Closing date: | 10 Aug 2026 |
Summary
We are looking for a passionate and dedicated ICT Service Desk Analyst to provide a friendly, customer focused ICT Service Desk facility and technical support service. This important role is responsible for ensuring all issues raised are logged, prioritised and, wherever possible, resolved first time.
The successful applicant will demonstrate an enthusiastic attitude to their work and to working with others to resolve problems. If you can think on your feet, are good at troubleshooting and enjoy problem solving then this is the perfect opportunity for you.
Duties and Responsibilities
• To provide instruction and advice to systems users via the telephone and remote support software to encourage self-help and minimise the reoccurrence of service desk incidents.
• To ensure that all incidents raise via the ICT service desk system are accurately and clearly recorded.
• To triage, categorise and prioritise all incidents presented via the employee self-service portal
• To analyse, prioritise and assign incidents to resolver groups, management and third parties, in accordance with defined ICT service desk procedures and policies.
• The ability to deal with initial complaints sensitively, avoiding escalation wherever possible
• To employ excellent communication skills particularly when communicating complex ICT related information within own peer groups as well as to non-technical staff & customers.
• To ensure that all changes to systems user accounts, or user access rights, are accurately managed and recorded in the service desk ticket management solution.
Ensure that all incidents are monitored according to the appropriate SLA or Support Agreement and that concerns are escalated as necessary.
• Be able to communicate at all levels of the organisation including where there may be communication difficulties, either on the telephone or face to face, and be able to calm difficult situations.
Proud member of the Disability Confident employer scheme
