Job Description
IT Service Desk Analyst Aldershot
Location: Aldershot (with travel when required)
Employment Type: Full Time
Working Hours: Monday to Friday
What s in it for you
We believe in looking after our people, and it shows. When you join Ipsum, you re not just taking a job - you re starting a career with real support behind it.?
25 annual leave plus bank holidays with the option to buy more
Group Personal Pension Plan
Career development & progression with the opportunity to earn professional qualifications
24/7 access to a virtual GP?and Mental health support & counselling services?
Cycle to Work scheme?
Discount club - supermarkets, phone bills, gyms & more!?
Life assurance cover?
Long service recognition?
Active local social committees?
Regular social events?
Paid volunteering opportunities in your community?
About the role
As an IT Service Desk Analyst, you will provide first-line support to the business, acting as the initial point of contact for IT queries, incidents, and service requests. You will deliver effective customer support in line with ITSM best practices, providing guidance and training to users where needed, ensuring issues are logged, resolved, or escalated appropriately, and helping maintain high standards of service quality and performance across the IT Service Desk.
As an IT Service Desk Analyst you will
Act as the first point of contact for IT services, delivering high?quality first?line technical support in line with ITSM best practices and a strong customer?service focus.
Log, manage, and resolve incidents and service requests accurately within the ITSM system, taking ownership through ITIL processes to ensure SLA, quality, and performance targets are met.
Support IT operations, including user onboarding/offboarding, device setup, access management, asset tracking, and maintaining IT standards, policies, procedures, and the knowledgebase.
Work collaboratively with the wider IT team and stakeholders to support change management activities, the IT roadmap, and the delivery of business?critical IT services during operational hours.
Assist the Service Desk Manager with service improvement initiatives, customer feedback programmes, and provide support and cover across the IT function when required.
Adhere to all company and IT policies, including health & safety, security, and data protection, and undertake any other duties appropriate to the role as directed.
About you
You ll be a customer?focused IT professional with experience providing first?line support, comfortable working with Microsoft technologies including Windows Server and client operating systems, Microsoft 365 and Entra ID, Exchange, networking (WAN/LAN/Wi?Fi), mobile device management, and security tools such as anti?virus solutions. An understanding of IT Service Management principles is important, with ITIL Foundation certification (or a willingness to complete it) required. A degree or equivalent in an IT?related subject is desirable but not essential.
You ll bring strong problem?solving and organisational skills, with the ability to work independently, manage priorities, and remain calm under pressure. With excellent verbal and written communication skills, you ll take pride in delivering high?quality customer service and supporting users in a professional, approachable, and solution?focused manner.
Our commitment to Equal Opportunities
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We re proud to be an equal opportunities employer. We welcome applications from all backgrounds and experiences, and we re committed to building a diverse and inclusive
workforce.?Before applying, please review our Privacy Policy to understand how we process your data in line with GDPR.?
