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Age UK's Digital & Technology division is recruiting for a Service Desk Analyst to join our Retail IT Service Desk team.

The Retail IT Service Desk is embarking on an exciting time as we look to create lots of new processes, procedures and working practices. The Retail IT Service Desk will become the Single Point of Contact for all IT related incidents and requests.

As Service Desk Analyst, you will be part of a small and dedicated team triaging, logging, assigning, and resolving Incidents and Requests for our Charity staff and volunteers in both of our business and retail areas. You’ll act as the first-touch support for all of Age UK’s Retail IT Infrastructure – including desktop, tills, software and mobile device management and Telephony.

You will be responsible for all operational and administrative activities associated with the Retail IT Service Desk – including reports, account management, moves, adds, deletes and changes.

You’ll also have accountability for ticket logging and allocation within the ITSM tool, setting an example on ticket quality.

This role offers hybrid working, where you’ll spend 1-2 days in the office (Warrington, Blackpool, Ashburton or London) dependant on your location, working the rest of the time from home.

Working hours are 35 hours per week, Monday to Friday. Our core hours are 08:00 until 17:00 with cover required until 18:00 or 19:00 on a rota basis.

If you are an experienced Service Desk Analyst, committed to providing a first-class customer experience then we’d love to hear from you.

Must haves:

• At least three years previous experience as a Service Desk Analyst.


• ITIL4 or SDI Analyst qualification.


• At least 3 years Incident Management and Request Fulfilment experience; logging and resolving.


• Office 365 administration and support experience.


• Windows 10 troubleshooting and support experience.


• Active Directory experience.


• Passionate about providing a brilliant Customer Experience.


• Experience of working in an ITIL environment with a demonstrable knowledge of how ITSM processes are utilised to deliver an outstanding service.


• Excellent communication skills, both written and verbal.

Great to haves:

• Hardware experience; preparing devices for deployment, re-imaging, etc.


• Experience/understanding of key Programmes such as Customer Experience, BRM.


• Telephony (Preferably Teams and Twilio) experience.


• Microsoft Intune experience.


• Experience working on an internal Service Desk.


• Service Now or Hornbill experience.


• Experience of carrying out IT processes, with experience of managing end users’ expectations in an IT environment.

What we offer in return

• Competitive salary, 26 days annual leave + bank holidays.


• Excellent pension scheme, life assurance, health cashback plan and EAP.


• Car Benefit Scheme, Cycle to Work Scheme and Season Ticket Loan.


• Techscheme - buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free.


• Heka Fitness & Wellbeing Benefit.


• You Did It Awards – recognition awards from £100-250.

Additional Information

This role can be based from either of our linked offices in Warrington, Blackpool, Ashburton - Devon or London (EC3N 2LB).

For a full list of benefits please click here https://www.ageuk.org.uk/about-us/jobs/employee-benefits/

Age UK is an Equal Opportunities employer and positively encourages applications from suitably qualified and eligible candidates, regardless of age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity. We guarantee an interview to disabled candidates who meet the minimum criteria under the Disability Confident Scheme. Please note that on occasion, due to high numbers of applications, Age UK reserves the right to limit the overall number of interviews offered, and therefore, it may not always be practicable or appropriate to interview all disabled people that meet the minimum criteria for the job.

Age UK is committed to safeguarding adults at risk, and children, from abuse and neglect. We expect everyone who works with us to share this commitment.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert at any time.

Age UK politely requests no contact from recruitment agencies or media sales. We do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.