Service Desk Analyst

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