Service Desk Analyst

The position of Service Desk Analyst is responsible for providing remote and on-site support of customers’ IT infrastructure. Activities include liaising with customers, responding to Incidents within the SLAs, troubleshooting Incidents, undertaking technical activities such as installing Windows updates and clean-up of spyware, participating in maintaining the Technical Configuration Management Database and inputting into a Technical Knowledge Base.

Reporting to the Service Desk Team Leader, you form part of a growing team of highly skilled Service Desk Analysts that work closely with the customers to ensure their ICT Infrastructure operates at the optimum capacity and with minimum disruption to service.


  • Undertaking or participating in site and equipment Surveys of new and existing customers, in order to ensure accurate data is captured to enable support
  • Providing technical assistance to colleagues in solving straightforward end user technical issues and requests for change
  • Providing assistance to colleagues and customers by providing technical on-site support and handling escalated tickets where required
  • Responding to email updates received in response to tickets
  • Logging new tickets and updating existing tickets in the Service Desk Ticket Management system when required
  • Providing regular email, telephone and face to face updates to customers, advising on progress of tickets and confirming closures
  • Responding to escalated tickets from other support tiers
  • Prioritizing the troubleshooting processes and properly managing time in order to achieve SLAs

Performing 1st Line diagnosis and activities on customer’s end user devices and received services (PCs, printers, smartphones, broadband, telephony) to include (but not limited to):

  • Verifying physical layer issues
  • Resolving username and password issues
  • Uninstalling/reinstalling basic standard software applications
  • Verifying proper hardware and software set up
  • Assisting customers with guidance on MS Windows, MS Office and simple application menus
  • Performing computer virus scans and spyware scans
  • Installing Windows Updates and Service Packs on PCs
  • Swap out hot swappable hard drives
  • Fulfilling straightforward change requests
  • Building new PCs for customers to agreed build standards and specifications and installing the same on-site
  • Installing other end other devices on site as required e.g. modems and pass through switches and performing small network patching activities
  • Installing software on end user devices e.g. MS Office
  • Password resets
  • Providing information to customers to setup email on smartphones
  • Notifying customers about planned outages
  • Contacting customers to notify of an unplanned outage and communicating updates to customers
  • Meeting the SLA of the tickets you are responsible for
  • Maintaining a knowledge base by writing technical work instructions for straightforward end user technical issues that are handled by the 1st Line Support tier
  • Maintaining the Configuration Management Database and keeping it up to date with any configuration item changes
  • Following company policies, procedures and work instructions
  • Achieving and maintaining the required level of technical knowledge and qualifications that are necessary for the role
  • Undertaking any other reasonable activity as requested by Management

Required Skills;

  • Previous experience working in a Service Desk/ 1st Line Analyst capacity
  • Undertaken formal technical training and study, with Certificates to support training and/or qualifications
  • Understanding of LAN and WAN technologies including, basic switching and routing, TCP/IP, DHCP, DNS, IP Addressing, VPN, Wireless, etc.
  • Experience in an ITIL Service Desk
  • Strong ability to solve and troubleshoot problems remotely and on-site
  • Detailed and accurate approach to undertaking all duties
  • Excellent communication skills, both written and oral
  • Highly organised and disciplined with an excellent work ethic
  • Positive attitude and ability to be versatile and adaptable in changing environments
  • Demonstrate ability to prioritise workload
  • Responsible and have the ability to manage self and time effectively
  • Personable and have the ability to make people feel at ease and instill confidence in your ability to resolve the issue
  • Presentable, punctual and well mannered (many of our customers are based in flagship buildings in and around London.)
  • A clean driving licence is essential for this role as you may be requested to attend a supported site outside the M25

Established in 2000, Modern Networks provides information and communications technology solutions and support to businesses nationwide. We take time to understand and anticipate the challenges facing our customers today. We partner with technology vendors including HP, Cisco, NetApp, Microsoft and VMWare to deliver market leading technology solutions which enable organisations to increase their business efficiency, improve customer service and reduce business costs.

For further information and to apply for any of our vacancies, please contact Jacey May, Head of Talent on or 01462 425576.

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