Job Category: Cyber Security
Job Type: contract
Job Location: Swindon

We are currently recruiting for a Service Desk Analyst in Swindon.


Pay rate: PAYE 11.68 per hour/UMB 14.39 per hour.

Contract duration: Temporary ongoing



  • To provide 1st line IT support to the client’s staff, partners and 3rd party suppliers.
  • Deliver high quality service that meets the needs of the customers ensuring that consistent policies, standards and processes are understood and adhered to.
  • To work with the relevant Teams ensuring continual service improvement is embedded as an outcome of monitoring trends and incident management through the Service desk Service.



  • Provide a professional and effective 1st line technical support service with a high percentage of first time fixes.
  • To investigate incidents and take action to resolve these incidents whilst monitoring trends and enabling problem management.
  • Ensure calls answered, resolved or passed to other areas within agreed SLAs and KPIs.
  • Consistently monitor, review and improve standards and processes with a view to continuous improvement and customer satisfaction.
  • To support the IT Major Incident Process across the IT Estate.
  • To communicate known and potential problem areas to end users and management and to update progress to resolution and closure.
  • To escalate incidents to subject matter experts internally and externally as required.
  • To ensure incidents and requests are allocated to the correct resolver groups if not resolved by Service Desk.
  • To ensure that work is carried out in accordance with SBC’s agreed policies, standards, methods and procedures.
  • To use the Service Desk System in line with agreed processes, data quality is maintained and information managed in line with relevant policies.
  • To use remote support tools to provide customer support and assist with software configuration, deployment and investigate and resolve incidents.
  • To provide an effective service in facilitating the requirements of ICT users starting, leaving or changing their role with SBC in line with the ICT Computer Security Policy including account set-ups and permission amendments.
  • To work as part of a Service Desk supporting team members.
  • Provide IT support services to customers through various channels and interfaces (telephone, email, web, remote support tools).


Knowledge and Experience:

  • GCSE or equivalent in 5 subjects including English and Mathematics.
  • Telephone support experience in a customer service role.
  • IT literate with proven basic IT skills.
  • Active Directory experience desirable.
  • Experience of supporting IT Users.
  • Proven planning and organisational skills.
  • Highly Motivated with a Positive Professional attitude.
  • Desire to provide a high standard of service.


Contact Olivia Mason for more information on this vacancy or to apply call 07789557717.

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