Job Title:

Service Desk Support Analyst


Central Bath HQ

Reporting to:

Service Desk Manager

Closing Date:

Thursday, 31 March 2019


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.


  • 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 skill set via training


  • 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 skill set.
  • 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.


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