Job Description

IT Service Desk Analyst

Permanent

Location:

Westcliff-on-Sea, Essex

Hours:

Full time office based on site, Monday - Friday

Pay: 29,900 pa

Join Our Team as an IT Service Desk Analyst

Are you passionate about technology and delivering outstanding customer service? Wilson James is looking for a

Service Desk Analyst

to be the first point of contact for all IT-related queries, supporting colleagues across the business with hardware, software, and application issues.



As the

face of IT

, our Service Desk resolves around 80% of incidents and requests, making this role vital to the smooth running of our operations.

About the Role:

As an IT Service Desk Analyst you will be responsible for:


Provide first-level technical support across applications, devices, and processes. Diagnose, document, and resolve hardware and software issues. Manage requests via telephone, email, and ITSM tools. Prioritise workload against SLAs and follow ITIL-based processes. Support key applications including

SAP

and

Timegate

. Install, maintain, and troubleshoot systems, performing upgrades where needed. Create help sheets, FAQs, and knowledgebase content for our Self Service Portal. Build strong relationships with internal and external stakeholders. Contribute to continual service improvement by analysing ticket trends.

Why Join Us?

Annual leave

entitlement of 22 days per annum

Lifestyle Benefits

- Mortgage and financial advice, vouchers for various shopping outlets and food stores, employee referral scheme.

Learning & Development

- we actively encourage progression and offer various eLearning courses, progression, training whilst on site, apprenticeships, and in-house training courses.

Health and Wellbeing

- Life assurance scheme, access to mental health support specialists Access to

an Online GP

for you and your dependents.

Financial

support

Discounts

on hundreds of retail sites

Progression opportunities

- many of our team go on to senior and site management roles A welcoming, respectful team culture

Cycle to Work

scheme

What we are looking for:

Excellent customer service, administration, and communication skills. Strong IT knowledge with the ability to act quickly under pressure. Experience with

Microsoft Azure AD (Entra)

,

Intune

, and

Autopilot

. Team player with reliability, punctuality, and professionalism. Commitment to equality, diversity, and the values of Wilson James.

Desirable skills:

Asset tracking systems, Windows OS, mobile connectivity, and SSO experience. GCSEs in English and Maths (Grade C or above).

Interested? Apply now and secure your future with us!

Please be aware that, on occasion, we may close a vacancy earlier than the advertised deadline if we receive a high volume of strong applications




Wilson James is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. A criminal conviction will not necessarily be a bar to obtaining a position, however each case will be assessed on an individual basis. For information about Wilson James' commitment to Equality, Diversity and Inclusion, https://wilsonjames.co.uk/sustainability

Wilson James have been raising standards in security, construction logistics, aviation services, and technology for over 30 years. With 5,000 employees and a presence across over 300 client sites all over the UK, we are dedicated to delivering tailored solutions and top-tier customer service. As a leading managed service provider, we prioritise safety, efficiency, and customer satisfaction. Joining Wilson James offers the excitement of working with diverse, vibrant clients, making for a dynamic and engaging workplace.


Internal Applicants

At Wilson James, we support career growth and offer internal mobility to help employees explore new roles and advance within the company. Committed to promoting from within, we provide clear career pathways and continuous skill development. Unlock your potential by applying for exciting internal opportunities and new challenge.