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About the Role
The Service Desk Analyst is the first point of contact for users requiring IT support, providing professional and effective Level 1 and Level 2 technical support across the organisation. You will diagnose and resolve incidents, fulfil service requests, and ensure users receive a high-quality, responsive service. Working within an ITIL-aligned service management environment, you will manage tickets in line with agreed processes and SLAs, escalating issues appropriately and keeping users informed throughout.
Responsibilities
- Provide Level 1 and Level 2 IT support via phone, email, portal, chat and face-to-face channels.
- Log, categorise, prioritise and manage incidents and service requests using the ITSM system.
- Diagnose and resolve technical issues at first contact wherever possible, using knowledge articles, troubleshooting procedures and documented fixes.
- Provide advanced troubleshooting across areas including: Windows 10/11, laptops, desktops and peripherals, Microsoft 365, Outlook, Teams and OneDrive, Active Directory, MFA, SSO and access management, VPN, Wi-Fi, DNS, DHCP and network connectivity, Printing, software and business applications, Mobile devices and endpoint security.
- Escalate complex issues to appropriate resolver teams with clear and comprehensive diagnostic information.
- Fulfil service requests including access, software, hardware, onboarding/offboarding and equipment requests.
- Monitor and manage ticket queues, ensuring incidents and requests are progressed and resolved within SLA.
- Provide clear, professional and empathetic communication, keeping users informed throughout the support lifecycle.
- Support Major Incident processes, including incident identification, escalation and user communications.
- Contribute to the knowledge base, identifying gaps and creating or improving support documentation.
- Identify recurring issues and contribute to Problem Management and continuous service improvement.
- Maintain accurate and complete ticket records and contribute to service desk performance and customer satisfaction targets.
Requirements
- Experience in an IT Service Desk, Helpdesk or IT Support role, ideally providing Level 1 and Level 2 support.
- Strong troubleshooting skills across Windows, Microsoft 365, Active Directory, networking, VPN and end-user devices.
- Experience using an ITSM/ticketing system such as ServiceNow, BMC Remedy, Ivanti or Freshservice.
- Excellent verbal and written communication skills, with the ability to explain technical issues clearly to non-technical users.
- Strong customer service skills and a genuine commitment to delivering a positive user experience.
- A methodical approach to troubleshooting and problem solving.
- Ability to work effectively under pressure, manage competing priorities and meet SLA targets.
- Strong team-working and collaboration skills.
- ITIL 4 Foundation certification.
- Microsoft, CompTIA or other relevant technical certifications.
- Experience with ServiceNow, Azure/Entra ID, Intune, SCCM, remote support or VDI/DaaS technologies.
- PowerShell or basic scripting experience.
- Experience working within mature ITIL service management environments.
- Experience supporting secure or classified environments.
- Eligible to meet UK Government and contractual personnel security requirements.
- Right to work in the United Kingdom.
Skills
- Windows 10/11
- Microsoft 365
- Outlook
- Teams
- OneDrive
- Active Directory
- MFA
- SSO
- VPN
- Wi-Fi
- DNS
- DHCP
- Network connectivity
- Printing
- Software
- Business applications
- Mobile devices
- Endpoint security
- ITSM system
- Troubleshooting
- Customer service
- Communication
- Problem solving
- Teamwork
- Collaboration
- ITIL 4 Foundation
- Microsoft certifications
- CompTIA certifications
- ServiceNow
- Azure/Entra ID
- Intune
- SCCM
- Remote support
- VDI/DaaS technologies
- PowerShell
- Scripting
Location
- London
Work Type
- Onsite
Experience Level
- Level 1 support
- Level 2 support
About the Company
- DXC Technology is committed to building diverse, inclusive teams.
- We welcome applications from all backgrounds and particularly encourage interest from women, underrepresented groups, and neurodivergent candidates.
- We offer reasonable adjustments throughout the hiring process and are dedicated to creating a supportive, accessible environment for everyone.
- At DXC Technology, we believe strong connections and community are key to our success.
- Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances.
- We’re committed to fostering an inclusive environment where everyone can thrive.
- DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf.
Equal Opportunity
- DXC Technology is committed to building diverse, inclusive teams.
- We welcome applications from all backgrounds and particularly encourage interest from women, underrepresented groups, and neurodivergent candidates.
- We offer reasonable adjustments throughout the hiring process and are dedicated to creating a supportive, accessible environment for everyone.