Service Desk Analyst - UK Remote

Service Desk Analyst – Permanent

Location: Fully Remote – UK
Salary: £26,500–£30,000
Start Date: No later than mid-October 2026
Clearance: Must be eligible for BPSS and SC clearance

We are looking for a customer-focused Service Desk Analyst to provide high-quality 1st line support, manage client tickets and ensure incidents and service requests are progressed efficiently and within agreed SLAs.

Key Responsibilities

• Manage and monitor incidents, service requests, problems and changes.
• Ensure tickets are accurately logged, prioritised and progressed within SLA.
• Provide professional and personable communication to clients and stakeholders.
• Deliver 1st line technical support and resolve issues where possible.
• Liaise with engineers, project teams, third-party helpdesks and clients.
• Maintain accurate ticket updates and provide regular status updates.
• Produce regular and ad-hoc reports and client knowledge-base documentation.
• Support the wider Service Desk and take ownership of assigned client accounts.

About You

• Experience in a service desk or B2B customer-focused environment is desirable.
• Excellent written and verbal communication skills.
• Strong organisation, prioritisation and time-management skills.
• Comfortable working under pressure and meeting deadlines.
• Strong stakeholder management and relationship-building skills.
• Proficient with Microsoft Office.
• A team player with a strong customer-service mindset.
• ITIL awareness is desirable.

Security: Candidates must be eligible to undergo BPSS and SC security clearance.

Training can be provided where there are minor skills gaps, provided you have the right customer-service attitude and willingness to learn.

Apply now if you can start by mid-October 2026.