Job Description

Looking to kick-start your career in IT? We’re looking for a Service Desk Analyst who brings great people skills, a problem-solving mindset and a genuine interest in technology. If you’ve gained 1–2 years of experience in a customer-focused or professional environment and are ready to turn those transferable skills into a career in IT, this is a fantastic opportunity to learn, develop and make an impact as part of our IT team.

We are pleased to offer this position as permanent and full-time (37.5 hours per week, Monday to Friday). This role is situated with the wider IT team based in our South Cerney office on a hybrid basis, 3 days in office, 2 days from home.

Responsibilities

• Operate as the point of contact for Service Desk related issues onsite. 
• Take proactive ownership and ensure onsite services are always operational for the business. 
• Provide first-line technical support via phone, email, chat or ticketing system. 
• Troubleshoot common issues relating to standard IT support topics, including (not exhaustive) Windows or Mac OS, user accounts, network connectivity and hardware. 
• Act as an escalation point for Service Desk Analysts, ensuring timely resolution and high-quality customer experience. 
• Monitor, prioritize, and manage tickets in line with ITIL v4 practices and agreed SLAs. 
• Maintain clear, concise documentation of all interactions and resolutions. 
• Lead by example in delivering exceptional customer service and maintaining a professional service culture. 
• Support knowledge management by creating and maintaining documentation, FAQs, and training materials. 
• Collaborate with Infrastructure, Security and Compliance and application development teams to ensure seamless service delivery. 

Requirements

• Knowledge of Windows 10/11 
• Familiarity with ITIL v4 processes (Incident, Problem, Change, Service Request). 
• Experience with ticketing systems (ServiceNow, Jira, Ivanti or similar). 
• Great troubleshooting skills. 
• Desire and motivation to learn and develop. 
• Strong communication skills — able to explain technical issues clearly to non-technical users and to different audience and seniority levels. 
• Ability to work under pressure, prioritize effectively, and manage multiple tasks. 

Desirable:

• MacOS/Apple eco-system exposure
• Awareness or knowledge of Microsoft 365, Azure AD, and common enterprise applications
• Certifications such as ITIL v4 Foundation, Microsoft Certified: Modern Desktop Administrator, or CompTIA A+/Network+ are desirable. 

Personal requirements

Infinigate’s values underpin a strong collaborative working culture and successful inclusive working environment.

• Own it! Driven and self-motivated with the ability to work on own initiative  
• Aim high! Commitment to the delivery of tasks, calm under pressure
• Be open! A teamplayer with a collaborative approach  

Benefits

• £28,000 - £31,000 salary per annum depending on level of experience and aligned desirable skillset
• 25 days annual leave rising to 28 days with length of service, plus bank holidays.
• Day off on your birthday.
• 2 paid volunteer days per year
• Additional holiday purchase scheme
• Electric Car Lease Scheme
• Cycle to work scheme
• Life assurance of 4 x basic salary and group income protection from start date
• 5% employer matched pension contributions after 3 months service.
• Individual cover for private medical insurance and healthcare cash plan following successful completion of probationary period.
• Hybrid working arrangements and standard office working hours are 9am – 5.30pm
• Employee assistance programme for practical and emotional support.
• Free parking and complimentary refreshments onsite.

Infinigate Group are committed to creating a diverse and inclusive workplace where differences are not only accepted but also valued and appreciated. If any reasonable adjustments would support you through the recruitment process, please make us aware by answering the relevant application questions. For any further queries, please contact us at jobsuk@infinigate.com.

Salary

Salary range: 28,000 - 31,000 GBP (Annual)