As a key member of our Service Desk team, you'll act as the first point of contact for end‑user IT support, delivering a high‑quality, customer‑focused service. This role operates on a rota basis, providing end‑user support. You'll handle a high volume of requests, assessing and prioritising incidents effectively, and resolving issues at first and second‑line level wherever possible. Strong technical aptitude and problem‑solving skills are essential, alongside a genuine passion for customer service.
The primary focus of the role is to deliver an excellent customer experience, underpinned by:
Strong troubleshooting and analytical problem‑solving skills
Effective teamwork and collaboration with Service Desk colleagues
A commitment to knowledge sharing and continuous improvement
Requirements
The candidate for the position of Service Desk Analyst must meet the following essential criteria:
Providing first‑line support via phone, live chat, and the call handling system
Logging, triaging, prioritising, and resolving incidents and service requests using TOPdesk and Alemba
Troubleshooting issues across Microsoft 365, end‑user devices, and core IT services
Handling calls from end‑users professionally, gathering information, and setting clear expectations
Resolving issues at first or second‑line where possible, escalating appropriately when required
Building strong working relationships with second‑line and specialist support teams to ensure effective escalation and support
Working closely with colleagues to share knowledge, document solutions, and contribute to a growing knowledge base
Supporting onboarding and offboarding activities for staff
If you are interested in joining a team that sits at the heart of what OS is about, we are looking for someone who can demonstrate the following skills and experience:
Previous experience in a Service Desk, IT support, or similar fast-paced, service-oriented role
Strong communication skills with the ability to engage effectively with stakeholders at all levels
Proven problem-solving ability and a willingness to learn quickly in a dynamic environment
Familiarity with Windows operating systems, Microsoft 365, and core IT troubleshooting practices
Ability to work both independently and collaboratively with technical colleagues
Experience using ITSM tooling (or similar) and the ability to operate within structured, multi-layered processes
Ability to gather customer requirements, assess impacts, make decisions and set clear expectations
A strong customer-first mindset, with a focus on continuous improvement, automation, and enhancing customer satisfaction
The Rewards
We want you to love what you do. That is why our benefits package rewards a job well done.
Salary £25,463.00 - £29,707.00 (dependent on experience)
Performance related bonus up to 10%
A competitive pension scheme (OS contributes up to 12.07%)
28 days annual leave in addition to bank holidays on joining, (3 taken over Christmas) increasing by one day per year, to a maximum of 5 years
Enhanced family leave, including up to 12 weeks paid partner (paternity) leave
Free subscription to OS Maps
Access to online learning platforms
Coaching and Mentoring schemes
Plus, a suite of excellent additional perks and benefits
At OS, we believe looking after your health and wellbeing means more than posters and events. We empower you to manage your work and life the way you need it by offering things like
An extra days' leave for each year you work, up to 33 days
Employee Assistance Programme
Hybrid working
Free onsite parking at our modern HQ in Southampton
We adopt flexible working and can consider different working hours dependent on the role and your personal circumstances
Eyecare Vouchers
OS Explorers Nursery discount
Cycle to Work scheme
We believe that as a company we should give back wherever we can, so we give you 1 day a year to volunteer for charities that are important to you, as well as offering a match funding scheme
Location & Working Pattern
This role is within our Service Desk Team which requires in-person attendance at Ordnance Survey Head Office full-time.
Security & Eligibility
OS conducts pre-employment checks f
Benefits
Health insuranceVision insurancePaid time offFlexible schedulePerformance bonus
Additional Information
Service Desk Analyst - Technology Operations
Salary £25,463.00 - £29,707.00 (dependent on experience)
Southampton - Office based
Full time
Our growing Technology and Design team plays a key role in ensuring OS is at the cutting edge of geospatial capability and is looking for people to join them. Its mission is to work across the business to provide customer centric design and technology services.
Join us and you'll have an opportunity to make an impact. To empower projects that deliver real-world benefits across Britain and internationally. To hear our customers say they couldn't have done it without us. And to be central to OS's vision: to be recognised as world leaders in geospatial services; creating location insight for positive impact.
Ordnancesurvey · Southampton, UK