Join a team of highly motivated analysts and become part of a growing service desk.


Chancery Gate Business Centre, Twyford, Reading, RG10 9LT

Accountable to:

Service Desk Manager

Working hours:

8.5 hours/day (1 hour lunch)

2 shift rotation, providing manned desk cover from 08:00-18:00 Mon-Fri

Responsible for:

Responsible for the receipt of calls from our break-fix customers, despatching parts (via internal stock and also through the use of 3rd parties/subcontractors) and our own in house field engineers as required in order to service fault calls.

Working relationships:

As well as customers, the Service Desk Analyst will interact with teams such as Logistics, Engineering, Finance and other internal departments as required.

Key tasks:

  • Ensuring tickets are correctly logged and managed on the Service Desk system.
  • Taking responsibility for tickets associated with field engineering.
  • Managing, co-ordinating and monitoring part requests and collections.
  • Manage engineer’s movements and availability.
  • Ensuring customers are kept updated on ticket progress.
  • Ensuring contractual SLA’s are met.
  • Escalating cases where appropriate both internally and with customers.
  • Supporting the Managed Services team when required.
  • After a training period, a paid on call out of hours on a rotational basis is optional.


Core skills

Key skills required:

  • Experience of working in a Service Desk environment.
  • Experience of providing support via telephone and e-mail.
  • Ability to solve problems, use a common sense approach and adhere to agreed processes and procedures.
  • Excellent communication skills, both verbal and written – accuracy and attention to detail are key.
  • Planning and organisational skills - having the ability to prioritise and escalate queries when required.
  • Clearly demonstrate the ability to take ownership of and complete tasks independently.
  • Ability to meet deadlines and maintain high standards even when under pressure.
  • Knowledge of basic support of Windows Operating Systems.
  • Knowledge of basic support for Microsoft Office toolsets.
  • Documenting processes.
  • A basic understanding of infrastructure within an IT environment.
  • A basic understanding of network topology.

Personality skills:

  • Self-motivated.
  • Can meet deadlines and maintain high standards even when under pressure.
  • A professional, positive, and flexible attitude.
  • Work independently and within a team. 
  • Be confident in both spoken and written communications.
  • Ability to share knowledge.

Please click the button above to submit your CV and cover letter, or email careers@smartct.com.