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IT Service Desk Analyst

Date Posted:
10 Sep 2019
Job Type:

We are currently recruiting for a IT Service Desk Analyst to join our team in Surbiton.

The working hours are Monday - Friday 35 hours per week on a shift rota.

Job purpose:

  • Describe the overall purpose of the job in two or three sentences.
  • The Service Support Analyst provides the 1st point of contact and ownership of all contact made to the IT service desk through email, phone call, or IT request portal.
  • The role encompasses the co-ordination and resolution of any issue or request received into the department.
  • The role acts as an ambassador for IT to the rest of the business and EMCOR’s clients
  • A 1st and 2nd line level of technical ability and awareness is required to cover the areas of support provided from this team.



  • List the main aspects of the job, with an emphasis on duties and responsibilities for junior roles, and accountabilities and deliverables for more senior roles.
  • Completes System Administration tasks for EMCOR products and services – ie Intelex, Agility, Dashboard, JDE or Finance systems
  • Originates electronic workflow documentation to customers and provides support to users on how to use the technology ie EchoSign document workflow approvals.
  • Responsible for providing a measurable 1st time fix resolution to customers of the service desk
  • Will provide the management & distribution of mobile, computing, & software assets based on approved requests from the business
  • Delivery the creation & management of service accounts for EMCOR products and services – ie JDE, Intelex, Agility
  • Supports IT training support over the phone, or through material creation by way of “cheat sheets” or simple notes
  • Liaises with external 3rd parties to provide subcontracted services ie calling out engineers to faulty equipment.
  • The role supports Service desk coverage between 8 – 6pm UK Mon-Fri on a shift rota basis
  • Provides asset management support to the head of the department by way of identifying asset information, providing reporting analysis, and updating key IT asset information

Person Specification

Candidate Criteria:

  • The role would benefit from a foundation knowledge of ITIL v2 or v3 standards for Incident, Problem and Service Request management.
  • A patient and “customer first” manner essential for this role, and being prepared to go the extra mile in order to complete the task on time, and to high standard.
  • Prioritisation and planning is a key feature of this role, and the role requires that the individual should be able to manage their time to provide successful outcomes per the department KPI’s.
  • A proactive and “can do” approach is key to the successful outcome for the department and this role.
  • The successful employee in this role, will be one that is recognised for the above skills and traits.


  • 25 Days annual leave
  • Company Pension Scheme
  • Private Healthcare after 6 months service
  • Other Benefits