Service Desk Analyst

  • Department: Software Solutions & Products
  • Job Location: Bristol
  • Reports to: Service Delivery Manager
  • Type: Permanent


SEA has an exciting opportunity for a Service Desk Analyst to join our busy customer oriented Service Desk Team within our Bristol Office.

The Service Desk Analyst will work within the SEA Customer Service Desk; triaging end user issues across multiple SEA products and solutions. They will be providing day-to-day customer support with a strong focus on improving the overall customer experience.

This is a hands-on IT oriented role working in shift patterns and in addition to being part of a team; you will also be expected to work independently on technical customer support issues.

Job Role

Key Duties

  • To act as the first point of contact for all Service Desk incidents (submitted either by telephone, the internet or by email)
  • To classify incidents, investigate and resolve where possible
  • Remotely monitor customer solutions using alerting systems, resolving incidents as they occur
  • To own, track and follow-up incidents which are not resolved within the team
  • Escalating incidents which breach predetermined thresholds or customer SLA’s
  • Resolution of 1st/2nd line support issues and requests via telephone, remote support or occasional onsite visits
  • Occasionally attend user group meetings representing the Service Desk
  • Working Monday to Friday shift patterns:  07:00 – 15:00, 09:00 – 17:00 or 11:00 – 19:00

Experience Required


  • Strong analytical, problem solving and troubleshooting skills
  • A minimum of 12 months experience in a relevant IT Helpdesk or customer support related role
  • This role would suit someone with (or a desire to have) a broad knowledge in hardware, software and IT infrastructure
  • Strong customer facing and communication skills both written and verbal
  • Strong interpersonal skills - a good team player
  • Must be able to work under pressure and have a flexible working attitude
  • Must be conscientious with a strong attention to detail


Knowledge and/or experience of the following would be beneficial:

  • ITIL
  • CTV and/or ANPR
  • Local authorities/ Government organisations
  • Simulation