Hybrid Service Desk Analyst

at KI

• Job title: Service Desk Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Azure, DNS, ITSM, MacOS, TCP/IP
• Location requirements: Hybrid, London, United Kingdom

About the role

• Service Desk Analyst ensuring efficient technical support delivery at Ki's agile team. Log and resolve service requests while focusing on user satisfaction and team collaboration.

Responsibilities

• Incident & Request Resolution: Log, triage, and resolve service requests and incidents within SLAs, escalating when needed
• Colleague Support: Act as the first point of contact, delivering clear, empathetic, and timely guidance to ensure smooth resolution
• Process Adherence: Follow ITIL‑aligned procedures, maintain accurate ticket records, and contribute to continual service improvement
• Knowledge Management: Create and update knowledge base articles, FAQs, and guides to support team learning and repeatability
• Collaboration: Partner with internal teams and external vendors to resolve escalations and ensure a consistent support experience
• Professional Development: Take ownership of growth through training, certifications, and staying current with emerging technologies

Requirements

• Previous experience in a similar Service Desk or IT Support role
• Proficient in Microsoft 365 administration and support
• Experience with Windows and macOS desktop environments
• Familiar with ITSM tools such as Freshservice for ticketing and incident management
• Basic understanding of Entra ID (Azure Active Directory)
• Experience with Microsoft Intune for device and endpoint management
• Working knowledge of networking fundamentals (e.g., TCP/IP, DNS, DHCP)
• ITIL Knowledge and familiarity with incident, request and change processes
• Technical Support and experience in resolving issues across devices, apps and access systems
• Strong communicator with a customer first and user-first mindset and a collaborative team player
• Clear communicator with the ability to write clear ticket notes that contribute to knowledge base content
• Focused on delivering great colleague experiences in a fast-paced setting
• Understands reporting and uses data to improve support and services

Benefits

• You’ll get a highly competitive remuneration and benefits package. This is kept under constant review to make sure it stays relevant. We understand the power of saying thank you and take time to acknowledge and reward extraordinary effort by teams or individuals.
• What to expect during the recruitment process:
• Initial recruiter screening call
• Interview with hiring manager
• Technical Interview (this may vary depending on the role)
• Final Interview