IT Service Desk Analyst

IT Service Desk Analyst – £41,500–£45,294/yr | Permanent | City of Westminster | UK Export Finance<br />Overview<br />UK Export Finance (UKEF) is hiring an IT Service Desk Analyst to join its Digital, Data and Technology Division in Westminster, London . This is a permanent, full‑time role offering a competitive salary and a generous Civil Service pension contribution of 28.97% . The position is ideal for IT professionals with strong service desk experience and a passion for delivering excellent customer support.<br /><br />About UK Export Finance<br />UKEF is the UK’s export credit agency, supporting British businesses in global markets. The Digital, Data and Technology Division provides critical IT infrastructure, bespoke software development, and enterprise architecture services to over 500 users across the department. The IT Operations team is focused on delivering a first‑class employee experience through seamless technology support.<br /><br />Role Summary<br />As an IT Service Desk Analyst, you’ll provide daily IT support to over 500 colleagues both onsite and remotely. You’ll manage incidents, maintain devices, and ensure SLAs and customer satisfaction targets are consistently met. The role requires a mix of technical expertise , customer service , and collaborative teamwork .<br /><br />Key Responsibilities<br /><br />Provide IT support for desktops, laptops, tablets, mobile devices, and meeting room equipment<br /><br />Manage incidents and service requests, ensuring SLAs are met<br /><br />Support Microsoft technologies: Office 365, Azure, Intune, Active Directory<br /><br />Maintain accurate asset and inventory records<br /><br />Diagnose and resolve hardware/software faults<br /><br />Document procedures, configurations, and best practices<br /><br />Collaborate with stakeholders, suppliers, and customers to understand business needs<br /><br />Be available for out‑of‑hours support when required<br /><br />Required Knowledge &amp; Skills<br /><br />Familiarity with Microsoft Office 365, Azure, Intune, Windows 10<br /><br />Understanding of device deployment and support<br /><br />Awareness of ITIL principles , CMDB, and basic networking<br /><br />Knowledge of user account issues , NTFS permissions, shared drives, and email filtering<br /><br />Strong written and verbal communication skills<br /><br />Ability to explain technical issues to non‑technical users<br /><br />Experience managing incidents and documenting procedures<br /><br />Comfortable working independently and as part of a team<br /><br />Experience<br /><br />Proven experience in service desk operations<br /><br />Track record of resolving user account and application issues<br /><br />Experience in hardware and mobile device deployment<br /><br />Familiarity with incident escalation and supplier coordination<br /><br />Behaviours Assessed<br /><br />Working Together<br /><br />Communicating and Influencing<br /><br />Technical Skills Assessed<br /><br />Troubleshooting printing issues and restarting relevant services<br /><br />Granting access to shared mailboxes in Outlook or Office 365<br /><br />Assessed against the Government Digital and Data Profession Capability Framework – Service Desk Analyst<br /><br />Compensation &amp; Benefits<br /><br />Salary : £41,500–£45,294 per year<br /><br />Pension : Civil Service Defined Benefit Pension with £12,022 employer contribution<br /><br />Working Pattern : Flexible working, full‑time, compressed hours<br /><br />Location : City of Westminster, SW1A 2HQ<br /><br />Learning &amp; Development tailored to your role<br /><br />Inclusive and diverse work culture<br /><br />Why Join UKEF?<br /><br />Be part of a dynamic government department<br /><br />Access flexible working arrangements<br /><br />Receive structured training and development<br /><br />Enjoy a collaborative and inclusive environment<br /><br />Make a real impact on the UK’s global trade efforts<br /><br />Application Process<br />Click here to Apply directly via the UK Export Finance careers portal using reference number 432070 . Ensure your application includes evidence of the required technical skills.<br /><br />#J-18808-Ljbffr