Service Desk Analyst

Ready to move past “have you tried turning it off and on again?” If you’ve done a solid year (or more) on an IT helpdesk and you’re starting to feel boxed in — rushed calls, endless handovers, no time to actually fix things this might be the step up you’ve been waiting for. This is a 1st Line Support role inside a large, well-established enterprise organisation where you’re trusted to own incidents, not just log them and also you get time to think, troubleshoot, and learn. You’ll be part of a friendly, collaborative IT team based onsite in Hinckley (Hybrid – 2 days per week), supporting users across the UK. The environment is busy but supportive, and you’ll be exposed to real systems, real projects, and real responsibility. You’ll be the first point of contact for internal users. You’ll: • Log, prioritise, and troubleshoot a wide range of issues • Support technologies across Azure Cloud, CISCO networking, telephony, M365, and much more • Take more ownership of the calls you pick up, seeing issues through, not passing them off • Escalate intelligently to 2nd and 3rd line when needed, working closely with senior engineers • Deliver a genuinely high standard of service, aligned to SLAs You’ll also get exposure to group-wide IT projects and access to internal progression to keep developing. What you’ll need: You don’t need to know everything, but you do need the basics nailed: • 12+ months’ experience in a busy IT Helpdesk / 1st Line Support role • Confident communication and strong customer service skills • Experience with Windows 10/11, Microsoft 365, Active Directory, MS Office • A basic understanding of TCP/IP and networking • ITIL awareness Why join? This is initially a 6 month rolling fixed term contract with the opportunity to transition to permanent. This is a role for someone who wants to grow, not stagnate. You’ll be joining an organisation that promotes from within when there’s an opportunity and gives junior support staff the space to develop into real technologists. Big Red Recruitment are working on the role exclusively and if you feel like this, is you then apply ASAP as we have interview slots available!