Job Details

Job Title: Service Desk Support Analyst
Location: Central Bath HQ
Reporting to: Service Desk Manager
Closing Date: Friday, 28th May 2021

The Company

Operating out of our modern office in Bath, we offer an excellent package including a company bonus plan, share options, gym membership reimbursement and private health insurance.

We are also an equal opportunities employer, welcoming applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. Flexible working options are available. 

Our product is innovative, and our culture focused on people. Our people are our success. Come and be part of our unique company and take the next step in your career.

The Role

Service Desk Support Analyst to provide support to the Service Desk Manager for dealing with customer incidents and diagnosing software application issues. The role would suit a candidate with excellent communication skills who has been used to providing user support and answering a wide range of queries relating to software applications.

Key Responsibilities

  • Provide a high level of customer service to our customers.
  • Learn our applications and services to provide technical support.
  • Operate our Service Desk portal for incident management and customer communications.
  • Work to predefined procedures and respond to customer within agreed SLAs.
  • Liaise with developers and other company members to highlight and resolve issues within the applications.
  • Assist team in maintaining a knowledge base detailing resolutions for common issues and requests.
  • Work a shift pattern that will include weekends and evening/night shifts for 24/7 coverage.

Skills Profile


  • Keen interest in Information Technology.
  • Proactive approach to customer service and self-motivated.
  • Good administrative skills.
  • Strong communication skills.
  • Good organisational skills.
  • Ability to work shift work and evening/night work.


  • Previous experience within an IT helpdesk role or working to agreed SLAs.
  • Previous Application Support experience.
  • Good knowledge of Windows, Linux or Mac OS troubleshooting.
  • Knowledge of Networking protocols.
  • Open to development of personal IT skillset via training.

Other Key Skills & Requirements

  • Eligibility to work in the UK


  • 4 days on, 4 days off working scheme.
  • Permanent role within an exciting technology services company.
  • Full training provided as well as continued development of employees’ IT skillset.
  • Employee benefits package, including gym membership.

Recruitment Privacy Notice

Actual Experience plc will collect your personal information for the purpose of the recruitment process, to evaluate your skills and suitability for the role you applied for, and to make any necessary adjustments where applicable. We will only use the information you provide to us, directly or indirectly, as part of your job application. Your personal information will be processed in compliance with the General Data Protection Regulation (GDPR).

If your application is successful and we decide to offer you a position with us, we will save the information we have collected about you during the recruitment process onto our internal company systems. We will also share some of your personal information with third parties to carry out a background check, including a criminal convictions check, obtain references from previous employers and to register you with our employee benefits provider.

If your application is unsuccessful, we will retain your personal information for 12 months, so that we can contact you about openings you might be interested in, and to comply with any legal obligations we are subject to.

When you have any questions, or would like to exercise one of your data protection rights, please contact Actual Experience directly.

Confirmation: By submitting your application, you confirm you have read and understood this Recruitment Privacy Notice

Apply for this job

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