IT Service Desk Analyst
IT Service Desk Analyst
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Job Description
We have an exciting opportunity for an IT Service Desk Analyst to join our collaborative IT team.
About the Role
As an IT Service Desk Analyst at Help for Heroes youll play a key role in supporting our colleagues by delivering high-quality 1st and 2nd line technical support. From resolving day-to-day IT issues to contributing to larger projects and maintaining IT infrastructure youll help ensure our systems run smoothly so that our teams can focus on delivering life-changing support to veterans and their families.
Youll provide both remote and occasional desk-side support assisting with software and hardware troubleshooting user account administration and mobile device management. Youll manage support tickets through to resolution using our ITIL-based processes and ensure internal documentation is kept up to date and accurate.
This role also includes opportunities to support wider IT initiatives including project work asset management and vendor liaison.
About the Team
Youll join a dedicated and knowledgeable IT team that works closely with departments across the charity. The team thrives on a collaborative approach and a shared commitment to ensuring our technology enables great service delivery. Youll be supported by a Lead IT Service Desk Analyst and work as part of a motivated group of professionals who value communication innovation and trust.
About You
Youre a logical and proactive problem-solver with a solid understanding of IT systems and a genuine passion for helping people. Youve previously worked in a service desk environment and are confident providing first and second-line support ideally within a Microsoft 365 and Windows 10/11.
You bring excellent troubleshooting skills good knowledge of desktop hardware and software and experience with tools like Active Directory Exchange and service desk ticketing systems. Youre calm under pressure customer-focused and able to prioritise tasks while maintaining attention to detail.
Most importantly youre enthusiastic about using your technical skills to make a differenceensuring that the people behind our mission have the tools and support they need to succeed.
Please see the Job Description below for full details of this role.
The detail
- Hours: Full-time 35 hours per week (MondayFriday 9 am 5 pm)
- Closing Date: Sunday 3August2025
Applicants must live within an hours commute of our Downton office.
This vacancy may close earlier than the advertised date if a high volume of applications is received so we encourage early submissions.
Help for Heroes values diversity and inclusion and welcomes applications from candidates with diverse backgrounds.
About Us
Help for Heroes believes those who serve our country deserve support when theyre wounded. Every day men and women have to leave their career in the Armed Forces as a result of physical or psychological wounds. The Charity helps them and their families to recover and get on with their lives. It has already supported more than 26500 people and wont stop until every wounded veteran gets the support they deserve.
Our Values
Documents
Required Experience:
IC
Employment Type
Full-Time
