Service Desk Analyst

Service Desk Analyst – Service Delivery

Are you passionate about technology and enjoy helping people solve problems?
We’re looking for a motivated and customer-focused Service Desk Analyst to join our Service Delivery team in our newly refurbished Fareham offices.

As part of our first-line support team, you’ll be the initial point of contact for customers needing IT and telecoms assistance, diagnosing issues, providing solutions, and ensuring a smooth and professional experience from start to finish.

Whether you already have some experience in IT support or you’re looking to take the next step in your technical career, we’ll provide you with the training, tools, and support to develop your skills and succeed.

Why You’ll Love Working Here

At Aerial Direct, you’ll be part of a supportive, collaborative, and ambitious team that values curiosity, teamwork, and growth. You’ll gain hands-on experience across a wide range of technologies and have opportunities to develop your career within a leading UK telecoms provider.

• Be part of a collaborative and friendly team that genuinely enjoys solving problems and helping others.
• Make a real impact: Your work keeps our customers connected and our service running smoothly.
• Gain hands-on experience with a wide range of technologies and learn from experienced engineers.
• Work in a supportive environment where learning, growth, and development are part of everyday life.
• See your progress recognised: We celebrate success and value people who bring enthusiasm and initiative.
• Join a forward-thinking company that values teamwork, innovation, and customer excellence.

What do we offer?

• Holiday rising with each year of service
• Your Birthday Off - after all it's the most important day of the year!
• Buy/Sell Holiday Scheme
• Employee referral scheme of up to £1k​per successful referral, with unlimited referrals
• Free eye tests & support towards glasses 
• Gym Discounts
• Our Employee Assistance Programme offering confidential Wellbeing Support
• Regular events and activities throughout the year including our famous Christmas Party & Employee Awards!
• Company pension scheme

What You’ll Be Doing

• Providing first-line IT and telecoms support via phone, email, and remote access
• Troubleshooting and resolving hardware, software, and connectivity issues
• Logging, tracking, and managing support requests to ensure timely resolution
• Collaborating with senior engineers to escalate and resolve complex cases
• Learning new technologies and best practices to continually improve your technical expertise
• Maintaining accurate documentation of solutions, setups, and processes

What We’re Looking For

• A strong interest in IT, technology, and problem-solving
• Excellent communication and customer service skills
• A proactive, positive, and adaptable approach. Someone who takes initiative and enjoys learning
• Good understanding of computers, networks, or software
• Previous experience in a technical support or IT service desk role would be an advantage, but the right attitude and willingness to learn are just as important

At Aerial Direct, we enable our customers to have the conversations that matter, through effective partnerships and exceptional customer experiences.

Joining us means being part of one of the UK’s leading independent telecommunications providers, and one of the largest O2 partners in the country. We’re committed to investing in our people, rewarding hard work, and creating an environment where everyone can thrive.

If you’re proactive, tech-savvy, and ready to take the next step in your IT journey, we’d love to hear from you.

Apply today and become part of our Service Delivery team as a Service Desk Analyst at Aerial Direct.

Our Process

Step 1: Is there a fit? You’ll have a chat with our Talent Acquisition team, talk through your past experiences and what it is you’re looking for from your career

Step 2: Meet with your would-be manager, our Head of Service Delivery, and a member of the team to talk through your motivations, whilst also getting a feeling for Aerial Direct. You’ll run through a few scenario based questions, and get the opportunity to ask anything you’d like to learn about.

Step 3: If it looks like a good fit from both sides, we’ll be looking to make you an offer!

Our Values:

All: We are one team enabling each other and the business to thrive

Elite: We will be the very best that we can be for our customers and our colleagues

Respectful: We show respect for our environment, our people and above all else, our customers

Impeccable: We will deliver the best customer experience and service in all we do

Agile: We’re always looking to be one step ahead, quick to move, and to anticipate our customers’ needs

Limitless: We seek continuous improvement in order to grow and develop the business

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