IT Service Desk Analyst

This is an ideal opportunity for an IT Service Desk Analyst to provide front-line technical support to a global, multi-site user base, with a primary focus on incident management and the day-to-day operation of the service desk.

The IT Service Desk Analyst will work closely with the IT Infrastructure Manager and wider IT team to support the smooth delivery of IT services across UK sites including Sheffield, Nottingham and Scunthorpe, requiring regular on-site presence. The role involves troubleshooting and resolving technical issues, supporting users with Windows and Microsoft 365 technologies, and contributing to the wider service management framework while maintaining a proactive, customer-focused approach.

Principal Accountabilities

• Provide first-line service desk and deskside support for incidents and service requests, including initial diagnosis, troubleshooting and resolution of common Windows, Microsoft 365, device, access and connectivity issues, with complex infrastructure, network, security and specialist application issues escalated to the appropriate team member or supplier.
• Manage and prioritise tickets within the service desk system, ensuring timely resolution
• Support Windows PCs, Microsoft 365, Teams, SharePoint, OneDrive, printers, mobile devices, user access, device builds, software requests, remote access and common business application issues.
• Deliver on-site support across Sheffield, Nottingham and Scunthorpe locations (requiring travel)
• Collaborate with the wider UK-based service function to support global IT operations
• Escalate issues to senior IT staff or third-party vendors where necessary
• Assist in service management processes, including reporting and documentation
• Contribute to continuous improvement of IT support practices and user experience.

Key Personal Attributes

• Proactive, customer-focused, and able to build strong working relationships
• Flexible and adaptable with the ability to work in a fast-paced environment
• Strong communication skills (both verbal and written)
• Self-motivated with the ability to work independently and as part of a team
• Willingness to travel regularly between sites.

Essential Skills

• Strong technical knowledge of Windows PCs, Microsoft 365, and core IT applications
• Familiarity with IT service desk systems and incident management
• Ability to troubleshoot hardware, software, and connectivity issues
• Strong problem-solving and analytical skills
• Previous hands-on experience in a service desk or IT support role

Qualification Level

• Relevant IT qualification (e.g., CompTIA A+, ITIL Foundation, Microsoft certifications) desirable
• Full UK driving licence and access to a car required

Eligibility for Employment in the UK

In accordance with current legislative requirements within the UK, any successful applicant must produce verification of their eligibility to live and work in the UK. Such verification should be taken in advance of the employment start date and the applicant will be unable to start in their role until this has been received by Synectics Security.

Our Commitment to Equality and Diversity

Synectics plc and its subsidiaries are committed to promoting equal opportunities in employment and in our employment policies for recruitment, selection, training, development, and promotion. Such policies are in place to ensure that both job applicants and employees of Synectics receive equal treatment regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.