IT Service Desk Analyst

4 central teams. 10 capabilities. 4000+ end users. IT Service Desk Analyst £29,000 - £32,000 (+ Benefits) Reports to: Technology Service Desk Team Lead Contract: Permanent Hours: Full time 35 hours per week Location: Stratford, London . Office-based with high flexibility (1-2 days per week in the office) *Please note: Induction training will be provided onsite. Visa sponsorship : You must be eligible to work in the UK to apply for this vacancy. Cancer Research UK is not able to offer visa sponsorship. External closing date: 29 May 2026 23:55 Internal c losing date: 4 May 2026 23:55 If you require more time to apply as part of a reasonable adjustment, please contact as soon as possible. Recruitment process: One telephone interview & one face-to-face competency-based interview (Stratford, London) Interview date: Telephone interviews from 5 May 2026 and face to face interviews from 13t May 2026. How do I apply? We operate an anonymised shortlisting process in our commitment to equality, diversity, and inclusion. CVs are required for all applications; but we won't be able to view them until we invite you for an interview. Instead, we ask you to fully complete the work history section of the online application form for us to be able to assess you quickly, fairly, and objectively. At Cancer Research UK, we exist to beat cancer. We are professionals with purpose, beating cancer every day. But we need to go much further and much faster. That's why we're looking for someone talented, someone who wants to develop their skills, someone like you. The Service Management team plays an essential role in the smooth operation of Cancer Research UK by providing technical support and resolving IT issues across 4,000+ employees and 200+ applications to ensure our staff have the tools and technology we need to deliver our life-saving work. This team comprises several teams, including 1st to 3rd line support teams such as Digital Workplace and the IT Service Desk. As an IT Service Desk Analyst, your day-to-day purpose will be to deliver a customer-focused Service Desk approach while providing all of Cancer Research UK's 4,000+ end users with optimal first-line support. You will be the first point of contact for Technology queries throughout the charity, which will involve ensuring customer incidents and requests receive appropriate and timely responses, troubleshooting technical issues, monitoring progress, and keeping users updated throughout the incident resolution process. If you have service or support desk experience either within an IT or customer service environment and wish to pursue a career in IT, we would love for you to join our mission. What will I be doing? Providing a high level of customer service to all Cancer Research UK end users ensuring to deliver an optimal level of first-line support. Receiving and responding efficiently to customer Incidents and Requests via phone, email, and service portal ensuring appropriate action is taken to investigate and resolve them with minimal downtime to systems and services. Resolving user requests promptly and effectively in line with agreed SLAs. This will involve proactively ensuring users receive appropriate personal advice and guidance on the effective use of the facilities available to them. Following up with customers to confirm Incident(s) resolution and/or Request(s) fulfilment. Logging and managing all customer issues by classification and priority. Performing first-time fixes where possible or escalating queries where necessary. Following standard diagnosis and resolution procedures (including commercial and bespoke applications; Windows OS; hardware and peripheral; and network-related issues). Reviewing Incident and Request Tickets and data quality to ensure tickets meet IT standards. Collaborating with support teams while keeping customers informed about progress. Assisting with the escalation of SLA breaches and compliance failures. Documenting and maintaining the Services Desk's processes and procedures whilst contributing to the team's knowledge base. Providing project support to service improvement projects ensuring that assigned tasks are completed promptly and accurately. Performing user account management and administration. Operating within the Cancer Research UK Technology team's standards and procedures. What skills will I need? Previous service or support desk experience (either within an IT or Customer Service environment). Demonstrable background in supporting customers with a collaborative and solutions-driven approach. Good working knowledge and troubleshooting skills for all Windows operating systems. Broad understanding of all MS Office and Adobe applications. Good understanding of concepts such as a WAN, LAN, Servers, Intranet, Internet, TCP/IP. Excellent interpersonal communication skills with a proven ability to build relationships and communicate effectively with a wide-ranging audience both in-person and virtually. Proactive approach and int