Service Desk Analyst
Content + Source + Freshness • 11 Dec 2025 • 95% confidence
Offer value
The role offers a good mix of career development opportunities, competitive holiday benefits, and a supportive work culture, albeit with average salary clarity.
- Collaborative work environment with a hybrid schedule
- Commitment to employee development and satisfaction
- Exciting opportunity to enhance customer service skills
Pros
- Blended approach to office work enhances collaboration.
- Support for ongoing professional development.
- Inclusive company culture focused on employee well-being.
Cons
- Lack of specific salary information.
- Average requirement clarity may deter some applicants.
- Role limited to internal support with potential for repetitive tasks.
Who it's for
Mid-level • Hybrid / office-based
Good fit
- IT professionals with hands-on technical support experience
- Customer-focused individuals looking to develop skills
- Mid-career candidates seeking a supportive work culture
Not recommended for
- Entry-level candidates without relevant experience
- Job seekers preferring fully remote roles
- Individuals who do not enjoy customer interaction
Motivation fit
Key skills
About the job
We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.
Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.
What does Access offer you?
We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.
On top of a competitive salary, our standard 25 days holiday (which goes up the longer you’re with us), and a matched pension scheme, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have one charity day allocated to support a cause that matters to you.
About you:
The role of the Service Desk Analyst is to primarily assist the customer to find the solution to any problem or question they need help and guidance with. We can turn a customer’s bad day into a good day by providing a first class service that really makes a difference!
If you’re an experienced Service Desk Analyst who can provide first class technical support and advice, then this is an excellent opportunity to progress your career.
Day-to-day, you will:
• Handle incident management by receiving and logging calls and emails, categorizing incidents, and escalating them when needed. Keep customers updated on the status and resolution of their issues.
• Troubleshoot and resolve technical issues with operating systems, hardware, and applications on desktop devices, including telephony issues.
• Fulfill user requests by creating and maintaining user accounts, managing shared drives and permissions, and updating the ITSM (IT Service Management) Support Tool with accurate information.
• Apply IT Service Management processes such as incident, service request, problem, change, and asset management, ensuring databases are accurately maintained.
Your skills and experiences might also include:
• At least one year of experience with PC technology, including Windows OS and MS Office.
• Experience supporting, maintaining, and configuring desktop devices.
• Familiarity with the ITIL framework and mobile device technologies.
• Experience with Windows Server and Citrix environments.
What are we all about?
The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence.
At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity.
Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together.
Love Work. Love Life. Be You.
