Service Desk Analyst

Marble Grange Group

Dartford, England, United Kingdom

Dartford, England, United Kingdom

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Service Desk Analyst Marble Grange Group – Recruiting on behalf of our client Location: Dartford (fully on Site) | Hours: Shift rota between 7am–6pm Contract: Full-time Marble Grange Group is proud to partner with a leading UK organisation in the search for a proactive, customer-focused Service Desk Analyst. This is an exciting opportunity to join a fast-paced, high-performing IT function supporting over 6,000+ users across multiple sites and business disciplines. If you thrive in a collaborative environment, love solving problems, and enjoy delighting customers with exceptional service, this role offers the perfect platform to develop and grow. What You’ll Be Doing As a Service Desk Analyst, you’ll be the face of IT for end users—providing first-class technical support, ensuring incidents and requests are resolved within SLA, and helping to continuously improve service delivery. You’ll: * Deliver outstanding customer service, keeping users informed at every stage. * Build strong working relationships across IT and the wider business. * Troubleshoot and resolve incidents, maximising first-time fixes and minimising escalation. * Work collaboratively within the team to balance workload and share knowledge. * Clearly communicate technical issues in a friendly, easy-to-understand way. * Monitor the Service Desk queue to ensure timely response and ticket progression. * Log, diagnose, and resolve incidents in line with defined procedures and security requirements. * Escalate issues to 3rd Line support appropriately and promptly. * Support a wide range of technologies, applications and systems. * Contribute to knowledge base articles, process improvements, and documentation. * Identify trends and common issues to help drive proactive ITIL processes. * Complete service requests such as onboarding/offboarding tasks. * Act as a gatekeeper for security standards and compliance. * Stay current with new technologies and evolving ways of working. What You Bring We’re looking for someone with experience in a Technical Service Desk / ITIL environment, who has a passion for delivering great service and strong problem-solving skills. Technical Skills: * Broad understanding of IT infrastructure and applications. * Strong knowledge of Microsoft technologies: Office 365, Teams, OneDrive, SharePoint, MFA. * Experience with Azure AD, Exchange, InTune. * VPN experience (ideally Fortinet). * Experience using ITSM tools (preferably ServiceNow). * ITIL Foundation (ideally V4). * Telephony knowledge (RingCentral ideal). * Bonus: SolarWinds, and familiarity with construction software such as AutoCAD or Autodesk Revit. Competencies & Behaviours: * Professional, customer-focused approach with a positive attitude. * Excellent communication—clear, concise, confident. * Strong time management and organisational skills. * Calm under pressure with a logical, analytical mindset. * A team player who collaborates well and supports colleagues. * Able to take ownership, make sound decisions, and follow through to completion. * Adaptable, resilient, and comfortable with changing priorities. * Self-starter with strong initiative. Interested? Marble Grange Group would love to hear from you. If you’re ready to join a supportive team where you can make a real impact, apply today or contact our team for more information

Dartford, England, United Kingdom

Sprachkenntnisse

English

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