Service Desk Analyst

James Fisher and Sons plc.
London

About the Role

Service Desk Analyst
London
Full-Time, Permanent

The Role:
The Service Desk Analyst sits within our London office, working as part of the wider Service Desk team based in Knutsford. You’ll provide first-line IT support to London users, acting as the main point of contact and taking ownership of issues through to resolution or escalation.

You will be working in a fast-paced environment, supporting colleagues at all levels, including senior leadership. The role requires a calm, organised approach, with a focus on delivering a reliable and professional service while managing competing priorities.

Your responsibilities will include diagnosing and resolving technical issues, keeping users updated, and ensuring tickets are handled in line with agreed service levels. While London-based, you’ll also contribute to the wider Service Desk function when needed.

We’re looking for someone with a solid grounding in a 1st/2nd line support environment, good problem-solving skills, and a strong customer service mindset. Confidence in dealing with a range of stakeholders is important.

What you'll be doing:

  • Act as the first point of contact for IT issues and queries, delivering high-quality customer service.
  • Resolving most IT requests (hardware/software) at first contact.
  • Log and manage incidents via GBS service desk software with accuracy and attention to detail.
  • Assess business impact, assign appropriate SLAs, and escalate issues promptly when needed.
  • Own user issues from start to resolution, ensuring timely updates and clear communication.
  • Follow Incident Management procedures and maintain documentation and asset records.
  • Liaise with third-party suppliers to resolve issues and ensure SLA compliance.
  • Contribute to weekly service desk reporting and maintain support documentation/SOPs.
  • Be flexible to support out-of-hours work when required (by mutual agreement).

What we're looking for:

  • Excellent communication skills (verbal & written).
  • Excellent customer service skills.
  • Good technical foundation in a first/second line service desk role.
  • Ability to troubleshoot, diagnose, and resolve IT-related issues.
  • Experience with Incident Management and SLAs.
  • Proficiency in using service desk software and maintaining accurate records.
  • Ability to work effectively with Third Party Suppliers.
  • Strong problem-solving skills and attention to detail.

Why join us?

  • Competitive benefits tailored to the division.
  • Opportunities for career growth and visibility across the organisation.
  • A supportive, inclusive culture that values your ideas and contributions.
  • Work that truly makes a difference in safety, innovation, and global capability.

About Us:
James Fisher is a global engineering services company with over 50 years of experience delivering complex offshore energy projects in some of the world’s most challenging environments. We operate across Energy, Defence, and Maritime Transport, leveraging cutting-edge technology and deep expertise to support the full lifecycle of our customers’ assets.

Our One James Fisher strategy unites our capabilities under a single vision, building a stronger, more cohesive business within the Blue Economy.

Visit our website at:
For more information about our values and behaviours, follow the link: About us | James Fisher and Sons plc

If this sounds like the ideal next step in your career, then click ‘apply’ now!

Due to the volume of applications, we receive for our vacancies, on occasion applications may close before the deadline, so please apply early to avoid disappointment.

At James Fisher and Sons, we are committed to taking positive action on diversity and strongly encourage applications from candidates of all backgrounds. We are proud to be a Disability Confident employer and recognise that our success is driven by the talent and diversity of our workforce.
To support an accessible and inclusive recruitment experience in the UK, we partner with Vercida. You can learn more about our approach by visiting our company page: James Fisher and Sons diversity, inclusion, culture - VERCIDA

Posted 2026-06-13

Recommended Jobs

Senior Backend Engineer - Subscriptions (Hiring Immediately)

spotify
London

The Subscriptions Mission builds and scales the products, platforms, and business models that convert free listeners into lifelong Premium subscribers. We focus on driving acquisition, optimizing con…

View Details
Posted 2026-05-30

Manager, International Corporate Tax Advisory

EY
London

Job Details At EY, we’re all in to shape your future with confidence.  We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.…

View Details
Posted 2026-06-18

Product Design Engineer II

SharkNinja
Battersea, Greater London

About Us   SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people’s lives in homes around the w…

View Details
Posted 2026-06-27

Account Lead / Event Project Director

RCR
London

Are you managing key clients but still love to be hands on with the events themselves? Our central London agency client is looking for a hybrid Account Director with solid experience in both client…

View Details
Posted 2026-05-27

EYFS Teacher — Independent School — Lambeth

Marchant Recruitment
London

Are you an imaginative EYFS Teacher seeking a Full-Time role in an Independent School in Lambeth with a January 2026 start? This Independent School has a calm, play-rich EYFS environment and is looki…

View Details
Posted 2025-10-21

Senior Development Manager - 12 Month FTC

The Crown Estate
London

Advert Close date: 3rd July 2026 Senior Development Manager – West End Development at The Crown Estate - 12 Month Fixed Term Contract Purpose of role As Senior Development Manager , you wil…

View Details
Posted 2026-06-27

Year 3 Teacher | Harrow | January 2026

Marchant Recruitment
Harrow, Greater London

Are you an ambitious and dedicated Year 3 Teacher looking for a fresh challenge from January 2026? Would you like to work in a popular and forward-thinking primary school in Harrow that is committed …

View Details
Posted 2025-12-10

KS1/2 Teacher Vacancy - Prestigious School in Haringey

Marchant Recruitment
London

KS1/2 Teacher – Haringey Full-Time | Permanent | January 2026 Start | Competitive Salary (Dependent on Experience) We are working with a Good primary school in Haringey that is seeking an inspi…

View Details
Posted 2025-10-09

Exam Preparation Tutor (GCSE, A-Level & IELTS) | Remote &...

FindTutors
London

FindTutors is one of the leading platforms for private tutoring and personalised education in the United Kingdom. We connect students with qualified tutors across academic subjects and languages, ma…

View Details
Posted 2026-04-30

SEN Teacher | Outstanding Primary School in Ealing

Marchant Recruitment
London

A welcoming and inclusive primary school in Ealing is seeking a compassionate and experienced SEN Teacher to join their supportive team on a full-time, permanent basis , starting in January 20…

View Details
Posted 2025-10-21