Service Desk Analyst
Contract:Permanent, full time
Salary:£24,000 - £26,000 per annum
Location:Burford, Oxfordshire (hybrid working, minimum two days per week in the office)
Closing date:Sunday 28 June 2026
Interview date:7 & 8 July 2026
Do you enjoy solving problems, helping people and making technology actually work the way it should? If so, this could be the role for you!
We’re looking for an IT Service Desk Analyst to join our Information Services team, where you’ll be one of the friendly, knowledgeable faces of IT across the organisation supporting over 1,000 colleagues across 70 locations. This is a key role supporting colleagues across Blue Cross, ensuring they have the technology and support they need to deliver our vital work.
More about the role
You will provide responsive and effective first and second-line IT support both remotely and face to face, supporting over 1000 users across multiple locations. You will also be involved in installing and maintaining IT equipment, supporting system access, and contributing to projects and continuous improvement activity.
This role is based at our Burford site, with hybrid working in place and a minimum of two days per week in the office. A full UK driving licence is essential, as you will be required to travel to other Blue Cross sites and use fleet vehicles when needed.
What you will be doing
- Acting as the first point of contact for IT incidents and service requests
- Logging, triaging and resolving issues through the service desk system
- Delivering high first contact resolution wherever possible
- Escalating issues to the appropriate teams where required
- Supporting users remotely, desk side and across multiple sites
- Installing, configuring and maintaining IT equipment and software
- Maintaining accurate records, procedures and asset information
- Supporting system access management in line with policies
- Contributing to service improvements and project deployments
- Liaising with third party suppliers and internal teams
About you
You will be a highly customer focused individual who takes pride in delivering a professional and supportive service. You will have strong communication skills and be confident working with colleagues at all levels, whether remotely or face to face. With a proactive approach, you will be motivated to resolve issues quickly and effectively while maintaining a positive user experience.
You will be comfortable working both independently and as part of a team, able to manage pressure and prioritise your workload. You will have strong problem-solving skills, with the ability to accurately diagnose and resolve issues or escalate where appropriate. You will also be adaptable, willing to travel to sites, and keen to develop your knowledge as technology evolves.
Essential qualifications, skills, and experience
- Good level of customer service skills.
- Proven capability in writing clearly, concisely, and professionally for liaising with end-users and compiling technical documentation and instructions.
- Demonstrable experience of 1st and 2nd line IT support.
- Good support knowledge of Windows 10.
- Good support knowledge of Microsoft Office M365.
- Experience of administering Active Directory Users and Computers.
- Experience of IP networking.
- A full driving licence, with the ability to travel to remote sites.
- The ability to demonstrate, understanding and apply our Blue Cross values.
Desirable qualifications, skills, and experience
- Knowledge of working with Apple MacBook
- Experience managing Daktela telephone solutions
- ITIL V3 or V4 Foundation Certificate
How to apply
To apply for this role, please submit your application through our careers site and answer the application questions, demonstrating how you meet the essential criteria.
We reserve the right to close this vacancy early should we receive a high volume of applications.
Blue Cross benefits
Our people are the most important part of delivering our purpose. If it were not for their amazing efforts and commitment, we would not be able to make the difference that we do today.
In return, Blue Cross wants to ensure we provide you with the best working environment we can. We want you to be happy working for us and will do everything we can to make sure you are.
Our generous benefits package includes:
- Full time equivalent of 38 days holiday rising to 43 with service (including Bank Holidays)
- Programmes for physical and mental wellbeing support
- Free access to GP via MetLife- 24/7 GP services, private prescriptions and more for you and your family
- Health cash plan
- Unlimited access to an employee assistance programme
- Pension scheme with enhanced employer contribution
- Professional fees paid with Continuing Professional Development and personal development support.
- Life assurance
- 20% discount on Pet Plan pet insurance
- Enhanced family friendly policies
- Recognition scheme
- Annual volunteer days
- Charity worker discounts across a variety of retailers
To read more about the benefits Blue Cross has to offer, please visit the
'why work for us' page on our website.About Blue Cross
If you’d like to learn more about Blue Cross, our mission, and the work we do to support animals and people, take a look at our
About Us page