About the Role
We are looking for a quick learner and passionate Service Desk Analyst to join the IT team. This junior position suits someone interested in IT who enjoys supporting people, providing excellent customer service. A recent graduate or up to one year of IT support experience would be preferred, but is not essential.
Based in our Leamington Spa or Worcester office, reporting to the Service Desk Team Leader, you will provide IT support via remote tools and in‑person visits, collaborating with the geographically diverse IT team to deliver an excellent user experience.
Main Duties
- Act as the first point of contact for all IT‑related queries via phone, email, chat, walk‑ups or the ticketing system.
- Log, categorise and prioritise incidents and service requests in the IT Service Management tool (ITSM).
- Provide first‑line diagnosis and resolution for common hardware, software and network issues.
- Escalate unresolved incidents or service requests to 2nd/3rd line support for guidance or resolution.
- Adhere to SLAs, keeping users updated at all times.
- Leverage the internal knowledge base to help users resolve their queries; identify article gaps and assist in creating or updating content.
- Install and configure operating systems and software.
- Maintain existing devices and peripherals, performing upgrades, new installations and routine procedures.
- Maintain a safe IT environment.
- Assist in compiling and maintaining an accurate inventory of hardware and software.
- Identify and escalade areas of improvement within the HCR IT space.
- Be visible to the firm by adopting different support approaches such as phone, email, Teams and in‑person visits.
- Travel between HCR offices when necessary.
- Participate in a shift pattern and in an out‑of‑hours support rota.
About You
- Passion for supporting people with IT and a drive to deliver excellent customer service.
- Team‑collaborator with multiple stakeholders.
- Willingness to learn and grow.
- Clear, concise and accurate communication skills.
- Innovative thinking and creative problem‑solving skills.
- Proven knowledge of IT hardware, software and networking fundamentals.
- Experience working with an ITSM system to prioritise workload (preferred).
- Experience in an IT support role within a professional environment (preferred).
- Full UK driving licence (preferred).
Benefits
- Scottish Widows Pension Scheme
- 28 days annual leave plus public holidays
- Bonus scheme
- Healthcare cash plan
- Electric vehicle scheme
- Happy People / Perks at Work benefits portal
- Cycle to Work scheme
- Life Assurance
- One‑third gym membership contribution
- Flu vaccinations
Equal Opportunity Statement
As an equal‑opportunities employer, we celebrate diversity and support a workforce that reflects all backgrounds and skills. We are proud to be an armed forces‑friendly organisation.
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