Implementation Analyst leading client implementations for financial institutions at a global fintech leader. Involves training, consulting, and project management for various online banking products.
About the role
- IT Service Desk Analyst providing first line support for IT issues at one of UK's largest electrical wholesalers. Collaborating with teams to ensure efficient incident resolution.
Responsibilities
- Act as the first point of contact for all IT support requests via phone, email, self‑service, and face‑to‑face.
- Log, categorise, prioritise, and maintain all Incidents, Service Requests, and Procurement tickets accurately.
- Resolve support queries at first contact wherever possible.
- Escalate tickets to the correct teams when needed, providing clear and complete handover information.
- Work collaboratively within a shift‑based team to ensure full coverage of business hours.
- Provide first‑line support for our ERP and core business applications, including Sales, Purchase, Stock, and Reporting.
- Triage application issues to determine whether they can be resolved immediately or need further investigation.
- Investigate and deep‑dive into more complex problems before escalation, helping to reduce unnecessary handoffs.
- Identify recurring issues and highlight opportunities for process improvement.
- Work with the wider Application Support and Development teams to help resolve complex incidents.
Requirements
- Exceptional communication skills — clear, professional, and empathetic across all channels
- A natural problem-solver who takes ownership and drives issues to resolution
- Technically literate with a genuine curiosity about how systems and applications work
- Comfortable working with Microsoft Office applications and familiar with common IT tools and environments
- Experience making decisions and prioritising issues based on the information available
- Able to follow and apply processes consistently under pressure
- Strong team player who can collaborate effectively and communicate handovers clearly
- Demonstrates initiative and a genuine desire to learn and develop
- Experience in a service desk, help desk, or IT support environment
- Awareness of ERP or business application systems (e.g. sales, stock, purchasing workflows)
- Familiarity with ITIL principles or incident/change management processes
- Experience with Jira Service Desk or similar ticketing platforms
- Relevant IT qualifications (e.g. CompTIA, Microsoft, ITIL Foundation)
Benefits
- None specified
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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