IT Service Desk Analyst

Permanent
Location: Westcliff-on-Sea, Essex
Hours: Full time office based on site, Monday - Friday
Pay: £29,900 pa

Join Our Team as an IT Service Desk Analyst

Are you passionate about technology and delivering outstanding customer service? Wilson James is looking for a Service Desk Analyst to be the first point of contact for all IT-related queries, supporting colleagues across the business with hardware, software, and application issues.

As the face of IT, our Service Desk resolves around 80% of incidents and requests, making this role vital to the smooth running of our operations.

About the Role:

As an IT Service Desk Analyst you will be responsible for:

• Provide first-level technical support across applications, devices, and processes.
• Diagnose, document, and resolve hardware and software issues.
• Manage requests via telephone, email, and ITSM tools.
• Prioritise workload against SLAs and follow ITIL-based processes.
• Support key applications including SAP and Timegate.
• Install, maintain, and troubleshoot systems, performing upgrades where needed.
• Create help sheets, FAQs, and knowledgebase content for our Self Service Portal.
• Build strong relationships with internal and external stakeholders.
• Contribute to continual service improvement by analysing ticket trends.

Why Join Us?

• Annual leave entitlement of 22 days per annum
• Lifestyle Benefits – Mortgage and financial advice, vouchers for various shopping outlets and food stores, employee referral scheme. 
• Learning & Development – we actively encourage progression and offer various eLearning courses, progression, training whilst on site, apprenticeships, and in-house training courses.  
• Health and Wellbeing – Life assurance scheme, access to mental health support specialists
• Access to an Online GP for you and your dependents. 
• Financial support 
• Discounts on hundreds of retail sites
• Progression opportunities – many of our team go on to senior and site management roles
• A welcoming, respectful team culture
• Cycle to Work scheme

What we are looking for:

• Excellent customer service, administration, and communication skills.
• Strong IT knowledge with the ability to act quickly under pressure.
• Experience with Microsoft Azure AD (Entra), Intune, and Autopilot.
• Team player with reliability, punctuality, and professionalism.
• Commitment to equality, diversity, and the values of Wilson James.

Desirable skills:

• Asset tracking systems, Windows OS, mobile connectivity, and SSO experience.
• GCSEs in English and Maths (Grade C or above).

Interested? Apply now and secure your future with us! 
Please be aware that, on occasion, we may close a vacancy earlier than the advertised deadline if we receive a high volume of strong applications

Wilson James is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. A criminal conviction will not necessarily be a bar to obtaining a position, however each case will be assessed on an individual basis. For information about Wilson James' commitment to Equality, Diversity and Inclusion, https://wilsonjames.co.uk/sustainability 
Wilson James have been raising standards in security, construction logistics, aviation services, and technology for over 30 years. With 5,000 employees and a presence across over 300 client sites all over the UK, we are dedicated to delivering tailored solutions and top-tier customer service. As a leading managed service provider, we prioritise safety, efficiency, and customer satisfaction. Joining Wilson James offers the excitement of working with diverse, vibrant clients, making for a dynamic and engaging workplace.   

Internal Applicants
At Wilson James, we support career growth and offer internal mobility to help employees explore new roles and advance within the company. Committed to promoting from within, we provide clear career pathways and continuous skill development. Unlock your potential by applying for exciting internal opportunities and new challenge.