IT Service Desk Analyst

Company description:

SGB

Job description:

Job Title: IT Service Desk Analyst

Salary: Starting from £25,000

Location: Milton Keynes - Hybrid working

• Hybrid working
• Enhanced parental leave
• Eligibility to annual bonus scheme
• Access to a fantastic loan car scheme
• 25 days annual leave plus bank holidays
• Competitive pension
• 4x basic salary life assurance

Why our IT Service Desk department? A quote from the hiring manager:

"Our Service Desk thrives on a collaborative and supportive culture where everyone's ideas are valued. Our team is focused on delivering flawless IT services to our colleagues and is committed to staying ahead of industry trends, by innovating through technologies. We want to continuously improve our processes and deliver a fantastic service. This is a brilliant opportunity to join the IT department of a leading global brand"

In this role you will:

• Act as the first point of contact for IT incidents and service requests.
• Log, prioritise and manage support tickets within the IT Service Management system.
• Resolve first-line support issues and escalate more complex incidents to appropriate teams.
• Monitor ticket progress and keep users informed to ensure service level targets are met.
• Liaise with users and technical support teams to facilitate timely issue resolution.
• Maintain IT support documentation and contribute to the knowledge base.
• Identify recurring issues and support service improvement initiatives.
• Ensure compliance with IT security, governance and company policies.
• Provide professional, customer-focused support at all times.
• Support user onboarding, account administration and equipment setup as required.

About you:

Customer service & customer understanding - delivering a service that makes the customer want to work with you and the business. Going above and beyond to understand the customer and ensure they feel understood.

Communication - the ability to converse and relay information in a manner that means it can be received, both in written and verbal forms, tailoring your approach to enable you to communicate across all levels of stakeholders, colleagues and customers.

Problem solving & decision making - demonstrate the ability to identify effective solutions to complex issues, working collaboratively with others to support informed and well-considered decision making.

Collaboration/teamwork - the ability to work with others to achieve a common goal in a manner that encourages collaboration and a desire for joint success over individual achievement. Process improvement - the ability to critically evaluate and refine existing processes, assess the wider impact of potential improvements, and implement changes that enhance efficiency, effectiveness, and overall outcomes.

Expertise/technical ability - the ability to evidence experiences within a specific field with continued, proven success.

Closing date: 6th July 2026

Next steps:

1. If you like the sound of this position, please apply today.
2. A member of the Scania Recruitment team will contact you to discuss your application.
3. If you are successful at that stage, you will be invited to have a conversation with the hiring manager.

We understand that every candidate is unique, and we strive to accommodate your needs. If you require any adjustments during the application process, please reach out to our Recruitment Team, we'll be happy to discuss these with you.