Clarion Housing Group is looking for a Service Desk IT Analyst to join their IT Service Desk — a friendly, customer-focused team that plays a key role in delivering first-class technical support to staff across the organisation.

This is a vital operational role where you’ll be the first point of contact for IT queries, providing technical assistance, resolving issues, and ensuring every user receives excellent customer service. Your work directly contributes to keeping systems running, supporting business continuity, and maintaining the organisation’s digital infrastructure.

How you’ll make an impact

• Provide professional, customer-focused 1st-line IT support to employees across the organisation
• Act as the first point of contact for technical issues via phone, email and digital channels
• Take ownership of incidents and service requests, guiding users through effective solutions
• Log and manage all tickets within the Service Desk management system, ensuring accurate notes, categorisation and prioritisation
• Escalate more complex issues quickly and appropriately to meet SLA targets
• Deliver clear, meaningful instruction at a level users can understand
• Monitor service delivery channels and contribute to improving the user experience
• Maintain knowledgebase articles and support documentation
• Support the IT team in achieving quality, performance and customer service targets
• Promote best practice and adherence to IT policies, security standards and procedures

What we’re looking for

• Passion for excellent customer service and supporting colleagues
• Ability to communicate clearly and professionally with users of all technical levels
• Strong troubleshooting skills and methodical problem-solving approach
• Ability to manage expectations and work effectively in a high-volume environment
• Confidence using Microsoft products and remote support tools
• Commitment to accuracy, data integrity and consistent ticket management
• Ability to prioritise, multitask and meet SLAs
• A proactive, positive and solutions-focused attitude

Essential qualifications & experience

• ITIL Foundation Certification
• Experience of Microsoft products and basic troubleshooting
• Demonstrable customer service experience
• Excellent written and verbal communication skills
• Strong time-management skills and ability to handle multiple issues
• Ability to take ownership of tasks and work effectively under pressure
• Understanding of working in an SLA-driven environment
• Attention to detail and adherence to processes
• Ability to handle complaints professionally and improve the customer experience

Desirable

• Experience in Infrastructure or Application Support

What you need to know

• Working Hours: Full time
• Contract Type: 3-month Temporary assignment via Reed
• Location: Broadland Business Park, Norwich, NR7 0WF
• Rate: £14.42 per hour

What’s next

Apply now with your most up-to-date CV. A member of the Reed team will be in touch to guide you through the next steps.