IT Service Desk Analyst

October 15, 2026

Remote

Junior

London

Indeed

Keep in mind

Citizenship requirement applies

Also worth knowing

English is required

Description

An IT Service Desk Analyst role supporting all users by email, telephone, remote support tools and direct contact for technology-related problems. The position covers diagnosis, resolution and escalation of incidents through an internal incident management system, accurate call logging, and building documentation for the internal knowledge base. The analyst configures and troubleshoots laptops, mobile devices and printers, and supports applications and infrastructure across the organisation. The role is based in London with occasional travel to European sites and some weekend and after-hours support.

Responsibilities

Facilitate walk-ups ServiceDesk using ServiceNow incident knowledge base platform
Analyse, diagnose, document, resolve or escalate reported issues and outages
Take ownership of tickets throughout the lifecycle with clear and timely communication to end users
Assist other departments within IT including engineering, operations and infrastructure applications and hardware
Configure, install and troubleshoot laptops, mobile devices and printers
Respond to all user support inquiries globally including primary office location
Log calls accurately while understanding and interpreting all incoming support requests
Provide documentation and resolutions for the internal knowledge base
Assist on other assigned projects providing technical solutions to the user community

Requirements

Education in the technology field preferred
Some prior experience in a help desk environment or tech support services preferable
Solid understanding of MS Office 2016-O365 including Outlook, Word, Excel and PowerPoint
Proven background with customer service and able to handle stressful time-sensitive situations
Telephone customer service experience required
Fundamental understanding of PC hardware, software and connectivity components
Experience with Windows Operating Systems, Mac OS experience preferred
Understanding and awareness of AI tools, automation and their practical applications
Knowledge of MS Exchange, Active Directory and SharePoint
Knowledge of LAN/WAN networking, remote access VPN technology and TCP/IP
Good understanding of ITIL based structure
Exposure to HP, Lenovo ThinkPad, Dell, MacBook, iPhone and Android hardware preferred
Previous experience with an incident management or tracking system required
Fluency in English is essential, additional languages are desirable

Conditions

Remote work format with the role based in London office
Some weekend and afterhours support required, as well as light travel potentially
Occasional travel to different sites in Europe when needed
Comprehensive benefits and resources supporting employee wellbeing
Performance development process with mentorship and real-time coaching from senior leaders
Professional growth tied directly to performance rather than tenure