Service Desk Analyst

Job Type : Permanent Hours of Work : Full-time Location : Remote, however occasional travel to customers’ sites in the Manchester/Liverpool area is required, hence candidates will ideally be based in the North West of England Department : Service Governance & Operations Reporting to : Service Operations Manager About Conscia Conscia is a leading provider of cybersecurity, networking, hybrid cloud, and observability solutions for mission-critical IT infrastructure in large European organisations. Conscia’s experts design, implement, and run innovative, customised IT solutions across cybersecurity, networking, hybrid cloud, and observability, supporting our customers throughout their technology lifecycles. Founded in 2003, Conscia is owned by private equity investor Nordic Capital. With around 1,500 employees, Conscia serves large organisations in finance, healthcare, manufacturing, utilities, retail, and the public sector from offices in Belgium, Denmark, Finland, Germany, Ireland, Norway, Slovenia, Sweden, the Netherlands, and the UK. People and Culture We believe our company culture is part of what makes us special: it’s part of what people love about working here. We’re dedicated to nurturing this positive and inclusive culture, so that people are empowered to bring their whole selves to work each day. Our goal is to foster an environment where people feel valued, heard, and supported, and where they can thrive and succeed. This is reflected in our company values: Inspire Trust, Commit to Collaborate, Deliver on Promise, Learn for Life and Embrace Sustainable Change. The Role – What YOU will be doing at Conscia The Service Desk Analyst is the first point of contact for clients contacting Conscia's Service Desk. This role is responsible for delivering a prompt, professional, and high-quality response to all incoming incidents and service requests, ensuring they are accurately logged, triaged, and either resolved at first contact or escalated appropriately to the 2nd Line team. Working within Conscia's managed services support function, the Service Desk Analyst plays a vital role in maintaining client satisfaction and upholding service levels. Conscia's managed service portfolio is primarily built on Cisco technologies, but increasingly spans other vendor platforms including Juniper, Palo Alto, and Fortinet. The role requires strong communication skills, a solid foundation in networking and IT support, and a genuine commitment to client-first service delivery. Required skills, experience and effective behaviours Essential Previous experience in a 1st line or service desk support role, with exposure to incident management and ticket-based working. A solid foundation in networking concepts, including routing, switching, and connectivity troubleshooting, across one or more vendor platforms. Familiarity with ITSM ticketing systems and structured support processes. Experience communicating with clients in a professional, service-oriented environment. A relevant networking or support certification, such as Cisco CCNA, Juniper JNCIA, CompTIA Network+, or equivalent — or a clear commitment to working towards one. Strong analytical and problem-solving skills, with the ability to diagnose issues systematically and calmly under pressure. Excellent written and verbal communication skills, with the ability to explain technical information clearly to non-technical users. Highly organised, able to manage multiple open tickets simultaneously without losing attention to detail or SLA awareness. A collaborative, client-first attitude with a genuine desire to resolve issues and deliver an excellent service experience. Nice to have ITIL Foundation certification or awareness of ITIL service management principles. Experience working within a managed services or technology partner environment. Familiarity with Cisco technologies as the primary vendor platform, with awareness of other vendors such as Juniper, Palo Alto, or Fortinet being advantageous. Exposure to network monitoring tools and proactive alerting platforms. Working Arrangements This role includes participation in an on-call rota to respond to high-priority client alerts outside of core business hours, typically one week per month. An on-call allowance is paid in addition to base salary. Client site visits will be required on occasion. Candidates must hold a full, valid UK driving licence and have access to their own vehicle for this purpose. Success Measures Incidents and service requests acknowledged and logged within agreed SLA timeframes. High first-contact resolution rate for incidents within the 1st line scope. Positive client satisfaction feedback, reflecting professionalism and quality of communication throughout the support journey. Accurate and timely ticket records maintained at all stages of incident lifecycle. Escalations to 2nd line are complete, well-documented, and require no further information gathering from the client. Incident & service request handling Act as the first point of contact for all incidents and service requests received via phone, email, Webex, client portal, or monitoring systems, ensuring every contact is acknowledged promptly and professionally. Log, categorise, and prioritise all incidents and service requests accurately within the ITSM ticketing system in line with agreed processes and SLAs. Diagnose and troubleshoot connectivity, hardware, and software issues across client environments, resolving those within the 1st line scope as efficiently as possible. Escalate incidents to the 2nd Line Support Engineer promptly and with full, accurate documentation where first-line resolution is not possible. Provide timely, clear updates to clients and internal stakeholders throughout the lifecycle of every incident, maintaining a positive client experience even during complex or prolonged issues. Service monitoring & proactive support Monitor client environments using Conscia's network monitoring tools, identifying and acting on alerts proactively to minimise service disruption. Perform routine maintenance tasks — including system checks, updates, and patches — to ensure the ongoing health and performance of managed client environments. Conduct regular reviews of monitoring alerts and ticket trends, flagging recurring issues to the Service Operations Manager for problem management investigation. Documentation & knowledge management Maintain accurate and detailed records of all incidents, resolutions, and workarounds within the ticketing system, ensuring information is accessible to the wider team. Contribute to the team knowledge base by creating and updating knowledge articles based on resolved incidents and recurring issues. Document network configurations, support procedures, and troubleshooting steps in line with Conscia's internal standards. Security & compliance Apply and enforce security measures in line with Conscia's security policies and relevant client contractual requirements. Stay current with industry best practices and contribute to security audits and assessments as required. Flag potential security incidents or compliance concerns promptly to the Service Operations Manager. We constantly review our benefits package to ensure our people are enabled to effectively fulfil their roles. Our current benefits package includes: 25 days of annual leave, plus bank holidays and a buy/sell holiday scheme where you can buy/sell up to 5 days each year A day off for your birthday Flexible working Up to 40 days of occupational sick pay Life assurance Private healthcare Electric vehicle lease scheme Bicycle purchase scheme Enhanced maternity and paternity pay Voucher rewards through YuLife A positive and supportive culture to help you bring your best self to work Ongoing support for your professional development