Job Title

Service Desk Analyst

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Job Description

Service Desk Analyst
Location:  Retford
Salary:  18-22k (DOE)

Verus Recruitment is pleased to be supporting a fantastic North Nottinghamshire based IT business in the recruitment of a Service Desk Analyst.  You will have the opportunity to be trained and develop your career in Cyber Security.  If you come from a help-desk/ service desk background and want to progress your career within a more specialist environment, then this role is for you.

The Role:

You will be providing service desk support services for a variety of security and SAM solutions. The role requires support by telephone/remote.   You will be provided with training and support, with the opportunity to develop within the company.

  • Own all aspects of IT support, internal system monitoring, maintenance and reporting including:
  • Logging, prioritisation and escalation of all internal and customer IT support issues and requests.
  • Resolution of 1st/2nd line support issues and requests via telephone or remote support
  • Escalation of any 2nd/3rd line support issues where appropriate either internally or to vendor support.
  • Monitoring and maintenance of all internal systems.
  • Management of all internal and external system reporting.

About You:

  • Understanding/experience of ITIL Incident and Service Request Management processes.
  • Be able to demonstrate strong knowledge of operating systems including Windows Server & Desktop and if possible, Mac OS or Linux.
  • Have experience of troubleshooting PC/Server Hardware, Software and networking issues.
  • Excellent communication and relationship building skills and be able to communicate at all levels of business, both internally and externally.
  • Highly organised and focused.
  • A problem solver with a flexible attitude to work.
  • Be able to work shifts with extended hours on occasion (usual shift patterns 8-4 and 10-6).


  • ITIL v3 Foundation certified
  • Experience of:
    • ITIL Problem Management, Change Management and Knowledge Management processes
    • ITSM toolsets e.g. Jira ServiceDesk
    • Exchange Server/Office 365, SQL, and IIS
    • Installing and configuring Routers, Firewall and Switches
    • Installing and configuring server-based application solutions
    • Virtualisation, Hyper-V, VMware and cloud Infrastructure


***Verus Recruitment Partners are acting as a Recruitment Agency in relation to this vacancy and is an Equal Opportunities Employer***

Keywords – Service Desk, Helpdesk, 1st Line Support, IT Helpdesk, IT Engineer, IT Analyst, IT Support Analyst, Cyber Security.

Tags: 1st Line Support, Cyber Security, helpdesk, IT analyst, IT Engineer, IT Helpdesk, IT Support Analyst, service desk