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Service Desk Analyst / Incident Analyst






Currently 2/3 personable, ambitious and articulate professionals looking to progress their career in IT

This is a great opportunity to be part of a winning team, owning Service Desk support for one of the leading ecommerce company’s in London, having a common vision of making a difference.

Looking at Graduate Level Analyst with circa 1 year+ experience and Mid Level (2nd line) professionals.

Salary: £25k – 40k (Dependant on Experience) + Benefits

  • Duration: Permanent
  • Start date: ASAP (Understand notices may have to be served)
  • Location: Central London

The successful Service Desk Analysts will have the following:

  • Some commercial experience in an IT Support/ Incident related role
  • Computer Science (OR similar) related Degree (MUST be 2.1 OR above)
  • Basic understanding in Microsoft tools such as Excel and PowerPoint for reporting.
  • Ability to work autonomously and take ownership of situations
  • Good communication skills & Listening skills
  • Demonstrable problem-solving skills
  • Ability to adapt to sensitive scenarios where clients are concerned
  • Ability and confidence to engage with stakeholders across the business at any level

Any of the following would be highly advantageous but NOT necessary:

  • ITIL Foundation certified
  • Basic knowledge of Linux or Unix
  • Basic knowledge of SAP Hybris

As the successful Service Desk Analyst, you shall:

  • Be first to acknowledge an incident or request, triage and assign to a relevant resolver group
  • Respond to alerts raised by monitoring tools – escalate to resolver group if needing attention
  • Tracks incidents and problem tickets until successfully closure
  • Follow documented known-error repository to resolve recurring issues
  • Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
  • Take ownership and responsibility of incidents, requests and problems assigned
  • Maintain knowledge repository and tracking for area of responsibility
  • Compile reporting on status of incidents, problems and requests
  • Ensure SLA’s are met by various resolver groups – chasing and escalating to avoid breach
  • Maintain and consistently demonstrate a general knowledge of company policy and processes

This is a superb opportunity for a Junior & Mid-level, ambitious persons who are keen to boost their career in IT.

If this is of interest to you, please do click ‘apply’ now and send your CV to

CV’s are being reviewed as a priority and interviews arranged quickly.


Key terms: IT Support, Service Desk, Projects, Information Technology, SLA, ITIL, Processes, Incidents, SAP Hybris, Linux, Unix