Service Desk Analyst

Working within our awesome IT team in Burton-on-Trent, the role acts as first line technical support to the Punch business.  Whilst providing a first-class customer service through your quality communication, you will actively be receiving, prioritising, documenting, and resolving end user help requests in line with Punch process and standards.  As well as supporting a variety of systems, you will be supporting the introduction of new systems and the deployment of new technology to our head office and field-based colleagues.

Key Accountabilities


  • Field incoming support requests, ensuring the relevant information is captured to enable a timely resolution
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
  • Ensure that the Punch systems are fully up to date with Antivirus patches, investigating any issues to resolution
  • Monitoring general stock levels ensuring that we have adequate equipment to facilitate requests
  • Test fixes to ensure problems have been adequately resolved
  • Provide IT Support on a rota basis (this may require occasional weekend or bank holiday cover)



  • Support the smooth running of the Punch business through providing epic technical support to all teams
  • Recognise and respond quickly to wider business activity, suggesting approaches in which IT can further support


  • Prioritise and schedule problems. Escalate problems (when required) to the appropriately experienced technician in the wider team
  • Be confident and willing to use all available resources in the investigation and resolution of a problem
  • Look for opportunities to positively challenge historical processes and practices that may provide better solutions
  • Take ownership of your day to day tasks and provide solutions for optimisation


  • Identify and learn appropriate software and hardware used and supported by the organisation
  • Able to confidently deliver as an individual or work as part of a team to deliver specific technical projects as required
  • Manage communication at all levels to provide the best possible experience for both internal and external customers
  • Identify opportunities for continued personal development
  • Fulfil your role in a professional and efficient manner


  • Build and maintain great relationships with colleagues and other customers to allow you to provide a first-class customer service
  • Act as a key point of contact for new starters joining the business, providing them with tailored support as they learn all about their new Punch IT equipment and how to use our systems
  • Perform post-resolution follow-ups to help requests, providing any additional support where required
  • Work together with and support other areas of the IT Team as required
  • Develop help sheets and frequently asked questions lists for end users, improving user awareness around system use and best practice

Key Relationships

  • This role interacts with and support all Punch teams
  • Laine
  • External suppliers

Person Specification – Technical Competencies/Professional expertise desired

  • The ability to resolve and approach a problem in a logical and methodological manner
  • Willingness to absorb and retain information quickly and keep up with IT industry best practice
  • Knowledge of computer hardware & software including desktops, laptops, and printers, Win 10 & Active Directory.
  • Experience of supporting products such as (or similar to) Mimecast, Airwatch, Cisco AnyConnect, Office365
  • Experience of using and supporting BPM/workflow-based systems
  • Experience of Microsoft NAV and providing support & training business users is highly desirable.  Desirable areas of experience to include but not limited to, creation and management of access, client installations, reporting as well as systems maintenance
  • Ability to support and present ideas in user-friendly language
  • Highly self-motivated and directed with a drive to make effective use of all personal and team time (especially during short periods of inactivity)
  • Keen attention to detail with proven analytical and problem-solving abilities
  • Ability to effectively prioritise and execute tasks in a high-pressure environment
  • Experience working in a team-oriented, collaborative environment
  • Awareness and understanding of Modern IT Security best practices
  • Good understanding of the organisation’s goals and objectives
  • Experience of working on a Service Desk or Customer Service environment is highly desirable

Closing date: Friday 10th July 2020

This site uses cookies.
By continuing to browse the site you are agreeing to our use of cookies. Find out more here.