Service Desk Analyst - Remote (UK)
We don’t just hire experience - we invest in talent. From day one, you’ll gain expert coaching & mentorship, ongoing training, and real-world experience in a high-growth tech business!
About the Role
Are you passionate about technology and helping people? We’re looking for a Service Desk Analyst to provide first-line technical support to our managed service customers. If you thrive in a fast-paced environment and enjoy solving problems while delivering great customer service, we’d love to hear from you.
Working pattern: Monday – Friday, Day Shift (Remote, UK)
What you’ll do:
Provide first-line support via phone, email, and self-service channels
Take ownership of incidents and service requests from start to resolution
Troubleshoot issues across Windows, MS Office, Active Directory, and mobile devices
Escalate complex issues while keeping users updated
Log and manage tickets through ITSM tools and maintain accurate documentation
What we’re looking for:
Experience in a Service Desk or MSP environment
Strong customer service and communication skills
Knowledge of Windows 10+, Active Directory, and remote support tools
Ability to explain technical issues to non-technical users
ITIL Foundation (v3 or above) preferred
You will bring the following behaviours:
Customer Focus: Demonstrates a high level of commitment to providing excellent customer service, ensuring a positive experience for users, and adhering to service management principles.
Communication Skills: Proficient in communicating clearly and effectively.
Problem-Solving and Decision-Making: Takes initiative in resolving incidents within their expertise, accurately triaging requests, and escalating issues when necessary while maintaining ownership until resolution.
Accountability: Shows responsibility for user incidents and requests, ensuring follow-ups and updates are consistently provided, taking proactive steps to complete tasks.
Teamwork: Works well with other analysts and customer resolver teams to escalate, communicate, and resolve user issues, fostering a cooperative environment.
Attention to Detail: Accurately records and monitors incidents and requests
Empathy and Patience: Exhibits understanding and patience when dealing with user concerns, especially during complex or recurring issues
If you enjoy solving problems, supporting users, and being part of a collaborative team, this could be the role for you.
Apply now and be part of a team that keeps businesses running smoothly.
- Department
- Managed Services
- Role
- Service Desk Analyst
- Remote status
- Fully Remote
About Codestone
At Codestone, we're not just part of the AI + Cloud movement – we're leading it.
As Europe's trusted business transformation partner, we deliver powerhouse advisory and consultancy services spanning ERP, EPM, and analytics business applications, cybersecurity, infrastructure, modern work, and UK's Top 50 application and IT managed services. Backed by FPE Capital, we're scaling fast while staying true to our people and client-first spirit.
We're not your typical tech consultancy.