Service Desk Analyst – English


Ref. Number:
Contract info:
English (Fluent)
€ 30000 Annually
Start date:
1 year with view to permanent contract
Joana Cristina
Call: +31 (0)20 4069180


Our client is a leading UK IT solutions provider to Education, Corporate and Public sector organisations. You will become a member of their team of experts who work onsite at their clients. The position is to work as a Service Desk Analyst to work onsite at their prestigious media client with offices in Amsterdam and London.


Job Profile for Service Desk Analyst
Responsibilities will include but not be limited to:

  • Responsible for supporting the customer needs and the daily management of proactive and reactive monitoring software, which includes tasks such as call logging, troubleshooting and escalating issues within agreed SLAs, and where possible resolving support queries or diagnosing the issues
  • Point of contact for day to day IT related matters
  • Responsible for assisting the customer with their questions about supported software and platforms, ensuring adherence to company processes, policies and customer SLAs/OLAs
  • Day to day management of their proactive monitoring software; includes logging all related service desk tickets on the employees ticket logging system and dealing with them as per the service guidelines
  • Desktop and hardware repairs and liaise with required individuals
  • Research questions using a variety of manuals and resources, and to work with other colleagues, product vendors, internal technical teams and affiliated consulting organisations in answering any of the customer’s questions
  • Familiar with the research and information resources and knowledge bases at hand
  • Log information on tickets and calls received, where required and maintain detailed and accurate records
  • Maintain and update a log of the availability of employees’ likely to receive inbound calls on a continuous basis
  • Interpret instructions, issues arising, and implement actions according to administrative policies and procedures
  • Communicate effectively (verbally and in writing) with company stakeholders (e.g. customer, third party, internal customers)
  • Establish and maintain effective working relationships with co-workers, supervisors and customers
  • Pursue personal development of skills and knowledge necessary for the effective performance of the role, with a willingness to learn as you progress in the position and faced with new questions and situations. Keeping abreast of current IT and solution trends, technologies, system information, changes and updates relevant to the clients user community
  • Responsible for supporting the company’s proactive services operations and other service desk operations as required
  • Travel to and from/working at media clients office in London for extended periods will be required to meet business needs
  • Provide out of hours support, if required
  • Required to occasionally visit your employers head office in Cardiff (UK) and other customer sites in the UK

Candidate Profile for Service Desk Analyst

  • Fluent in English both written and spoken, some Dutch is a plus but not mandatory
  • A relevant technical qualification (desirable)
  • You must be an enthusiastic, customer focused IT service desk professional, passionate about technology and enjoys keeping up to date with the latest technological trends
  • Have a strong desire to learn and develop, an excellent customer focused/services manner and a demonstrated background of working within a service desk operation/role previously
  • Experience working in a technical customer service IT support or customer service role previously
  • Exposure to working within SLAs
  • Demonstrable experience of working in a fast paced working environment
  • Excellent customer service, communication and interpersonal skills- able to build and establish good working relationships internally and externally
  • Good numeracy/literacy skills
  • Excellent telephone manner and customer engagement skills
  • Practical problem solving and negotiation skills
  • Strong prioritisation, time management and troubleshooting skills
  • Approach- Passionate, proactive, dynamic, enthusiastic & customer focused
  • Eager to learn and develop and to share knowledge with others
  • Passionate about IT and providing excellent customer service
  • Commitment to ongoing personal professional development
  • Capable of working independently
  • Strong team work ethic

A good understanding/working knowledge IT, especially in the following technologies:

  • Windows Operating Systems (7, 8.1, 10), Microsoft Office, AV Products, PC & server security, LAN, Active Directory, Office 365
  • A good understanding of IT support principles; e.g. desktop, networks, infrastructure
  • Ability to use desktop software and applications
  • A basic understanding of Apple (desirable)
  • Experience with Google-Suite (desirable)
  • Work and behave in-line with Circle IT’s Values- Leadership, Support & Respect, Quality & Dedication, Passion & Innovation, Agility & Energy

What Our Client Offers

  • Laptop & Mobile
  • Open plan office with dedicated workspace
  • Work in a dynamic, international environment
  • Be part of a passionate and driven team
  • Travel allowance
  • Café on location
  • Very rewarding position with extending the service contracts and achieving quota’s
  • High level of client satisfaction
  • Help clients with their digital transformation



Reference and diploma checks are a standard part of the Blue Lynx recruitment procedure. Candidates are requested to provide these details in their application.
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