IT Service Desk Analyst

About The RoleJoin Our Team as an IT Service Desk Analyst!

Intercity have an exciting opportunity for an

IT Service Desk Analyst

to join our dynamic Managed IT Team. In this role, you will be the first point of contact for all IT-related queries, responsible for receiving, logging, and managing incoming support tickets in a courteous, professional, and efficient manner.

As an IT Service Desk Analyst, you’ll be confident in troubleshooting and resolving technical issues while delivering excellent customer service. You will ensure incidents and service requests are addressed within agreed service levels, using our call-logging system to track progress and maintain accurate records. You’ll know when to escalate complex issues to senior team members and do so with clarity and confidence.

This role requires strong interpersonal skills, as you’ll be interacting with a wide range of users — from junior staff to senior executives — adapting your communication style accordingly. Your ability to remain calm under pressure and provide clear, helpful guidance will be key to your success in this position.

Key Responsibilities as an IT Service Desk Analyst:

Diagnose and Resolve Issues: Identify and resolve basic hardware and software faults on desktops, laptops, and peripherals.

Network Troubleshooting: Carry out initial diagnostics for connectivity issues including Wi-Fi, VPN, and DNS.

Remote Support: Use remote access tools (e.g. AnyDesk, TeamViewer, SCCM) to assist users effectively.

Ticket Management: Accurately log, update, and close support tickets in a timely manner using service desk systems.

Out of hours/ rota basis support for client on business critical days

User Communication: Clearly explain technical issues and solutions to non-technical users via phone, email, or chat.

Professional Conduct: Maintain a courteous and professional tone in all communications.

Problem Solving: Apply logical thinking to troubleshoot and resolve issues proactively.

Learning and Development: Show a willingness to learn new technologies and expand technical knowledge.

Team Collaboration: Work effectively both independently and as part of a team.

Education and Qualifications:

GCSE Maths and English at grade C or higher

CompTIA A+ qualification (desirable)

Microsoft Technology Associate certification (desirable)

Knowledge/understanding of IT systems (desirable)

Experience and Knowledge:

Previous experience in a 1st line IT support/helpdesk environment

Basic understanding of IT infrastructure including desktops, laptops, printers, and networking

Familiarity with Microsoft Windows OS and Microsoft Office 365 applications

Exposure to Active Directory (e.g. password resets, user account creation)

Understanding of ITIL principles and service desk ticketing systems (e.g. ServiceNow, Freshdesk, Jira)

Awareness of cyber security best practices and data protection standards (e.g. GDPR)

Competencies and Skills:

Ability to diagnose and resolve basic hardware/software issues

Basic troubleshooting of network connectivity (Wi-Fi, VPN, DNS)

Comfortable working with remote support tools (e.g. AnyDesk, TeamViewer, SCCM)

Experience with using and troubleshooting mobile devices including iPhone/ iPad technology.

Mac OS Support/Troubleshooting

JAMF Pro

Comply with Asset Management, Starters and Leavers, and Security and Access Management process and procedures

Logging and updating tickets accurately and efficiently

Customer Service Skills

Strong communication skills — able to explain technical issues clearly to non-technical users

What We Offer:

33 days holiday (inclusive of bank holidays), with entitlement increasing by one day for each full calendar year employed, up to a maximum of five days.

Annual pay reviews.

Holiday buy scheme.

All-company bonus scheme.

Death in service cover.

Employee assistance programme.

Company pension.

Active social calendar.

A strong focus on developing our people.

About UsIntercity Technology

provides reliable and secure technologies in communications, cloud, and managed services, with a big difference – Intercity is a technology solutions partner that isn’t all about tech. It’s about a great bunch of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses.

Our vision is to be the best technology partner to work for and with – we are really proud of our achievements so far:

Customer Net Promoter Score of +92

Gold Award Investors in People Accreditation

3-star “World Class” Best Companies accreditation, and for 2022, 2023, and 2024:The no. 1 best telecoms company to work for

9th best mid-sized company in the UK to work for!

7th best company in the West-Midlands to work for!

Platinum Eco Vadis rating

We select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to pre-employment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner, for more information please see our privacy policy on our ..... full job details .....