Job Description

We are looking for a Service Desk Analyst to provide first line technical support and administration for users of the NICEIC Online Certification System (NOCS), our internally developed web application.


This is a customer-facing technical role within a system used across the business. You will be responsible for handling support requests, resolving issues at first line, and working closely with infrastructure and development teams to ensure a reliable, responsive service.

Key responsibilities

Provide first line technical support for NOCS users via service desk (ITSM). Log, manage, prioritise, and resolve incidents and service requests in a timely and professional manner. Troubleshoot and resolve issues at first line, escalating appropriately to second line, infrastructure, or development teams where required. Maintain accurate records of incidents, actions taken, and resolutions. Work within ITIL-aligned processes for incident, request, and problem management. Communicate clearly with users to understand issues, provide updates, and manage expectations. Support continuous improvement by identifying recurring issues, trends, or opportunities to improve the service. Undertake other reasonable duties as required by the IT Management Team.

Essential

Strong administrative, organisational, and time management skills. A methodical, analytical approach to problem solving. Excellent written and verbal communication skills. Strong customer service mindset, with the ability to remain calm, clear, and professional under pressure. Experience working in a customer-focused or support environment. Broad understanding of IT systems and applications. Confident working independently and as part of a team. Willingness to take ownership of issues and personal development. Ability to work collaboratively across teams and functions.

Desirable

Previous experience in an IT Service Desk or Application Support role. Familiarity with ITIL principles SQL, BI, SSIS, SSRS, SSAS. Office 365. HTML, XML, PowerShell. Windows Server experience.

Our benefits include, but not limited...

25 days' holiday a year (plus bank and public holidays) Employee assistance programme Employee discount platform Learning opportunities Life assurance Loyalty awards Workplace Pension Private medical insurance Sickness pay - Depending on your length of service, you could be eligible for our enhanced sick pay which is above the Statutory Sick Pay (SSP) amount.

About us

Certsure provides industry-leading certification schemes and support to the building services sector. These services are delivered through the NICEIC brand.


For almost 70 years, NICEIC has been the UK's largest certification body for electrical businesses with over 40,000 currently certified with us. As the industry leader, we drive the highest standards of competence and safety.


We assess, certify and train electricians, plumbers, renewable energy installers, and gas and heating engineers. To become certified, businesses must demonstrate their compliance with technical standards and industry best-practice through rigorous assessments and continuing professional development.


Trade professionals look to us for certification and technical leadership, and value the credibility our name gives theirs. We provide ongoing advice and support and list their businesses on our online 'Find a trusted NICEIC tradesperson' tool.


We help build public trust in trade professionals - and we never compromise on that trust. We work alongside government and industry to shape policy and drive standards. Many UK businesses, government organisations, local authorities and landlords will only work with NICEIC-certified businesses.

Please Note: Certsure does not provide sponsorship as a licensed UK employer.

Due to high application volumes, we may close this vacancy earlier than advertised. Please submit your application as soon as possible.


Warwick House, Houghton Hall Park

Houghton Regis, Dunstable

LU5 5ZX

0333 015 6625

enquiries@certsure.com