Service Desk Analyst

About the role

The Guinness Partnership is seeking a Service Desk Analyst to join its IT Support Team in Oldham. This permanent, full‑time position works 35 hours per week in a hybrid model – two days on‑site at Bower House and three days remote, following an initial four‑week office‑based training period.

Key responsibilities

• Provide first‑line technical support for all IT‑related incidents and service requests across the organisation.
• Deliver a first‑class customer experience, aiming to resolve straightforward issues at first contact.
• Manage multiple job queues, coordinate with third‑party suppliers, and assign incidents to the appropriate teams or managers.
• Maintain and update the ITSMF ticketing tool, ensuring accurate records and timely progress.
• Work towards restoring normal service as quickly as possible while adhering to agreed procedures.

Required profile

• Proven experience in a Service Desk or similar technical support role.
• Strong customer‑service orientation with excellent oral and written communication skills.
• Methodical working style, good prioritisation, and ability to maintain supplier relationships.
• Educational attainment of GCSE level or equivalent; ITIL or Microsoft accreditation is desirable.

Required skills

• Knowledge of end‑user hardware and peripherals.
• Working experience with Microsoft Windows operating systems.
• Proficiency in Microsoft Office applications.
• Familiarity with the ITSMF ticketing tool.