{"id":1520564,"url":"https://alion.io/job/node4-service-desk-analyst-derby","title":"Service Desk Analyst - Derby","company":{"id":51593,"name":"Node4","domain":"node4.co.uk","url":"https://alion.io/company/node4","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"contractor","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Derby, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":24000,"max_usd":68000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":480},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-28T10:26:40Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-03T17:57:06Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"About Node4\nWe are a united force driven by a single ambition; to deliver faster transformation, lower cost, and truly differentiated outcomes - we do this by bringing together our AI Augmented MSP platform, hybrid sovereign cloud solutions, deep Microsoft expertise and the Node4 People\nWe are:\nNimble - We focus on what matters most, adapt fast and embrace change\nOriginal - We think differently, stay curious and innovate\nDriven - We are bold, bring energy and own the outcome\nEngaged - We operate as one, building strong relationships\n4 More - We always go further for our people, customers and partners\nAbout the role\nAs a 1st line support engineer you will be the entry point for all requests and tickets, while also working closely with 2nd line teams to provide a cohesive experience for clients.\nYou will be required to update customers on all stages of support calls, from logging, research, action plan, escalation to resolution and if required timely escalate to 2nd line.\nAn excellent line of communication must be always upheld with team members and clients to ensure the highest level of customer service.\nOverall, our 1st line support engineers are the focal point of our managed services team providing first class support to our customers ensuring they are leveraging the benefits of their technology investment.\nWhat will you bring?\nThe drive to continually progress skills year on year.\n\nAbility to adapt to new and unfamiliar technologies quickly.\n\nExcellent self-driven time management skills applied when delivering support services.\n\nHighly motivated to deliver quality outcomes with the ability to remain calm under pressure.\n\nExcellent communication skills at all levels.\n\nExcellent personal management skills relating to conduct, timekeeping and delivery against commitments.\n\nExcellent punctuality skills relating to customer and non-customer engagements.\n\nExcellent inter-personal skills working in and contributing to small and large teams both client facing and internally.\n\nContribute to new ideas for support and managed services.\n\nEssential Criteria\nMust hold or be able to successfully achieve and maintain NPPV3 with SC.\n\nAble to evidence excellent customer service skills.\n\nPossess a passion for IT and keen to progress.\n\nKnowledge of the ITIL ServiceDesk environment.\n\nExcellent and demonstrable documentation ability, for both technical documents and customer communication.\n\nFollow policies, procedures and controls.\n\nWork to strict SLA's and ensure case information is correct and current.\n\nWorking knowledge of Windows 10, 8 and 7 Operating Systems.\n\nSolid understanding and ideally qualified in extensive use of Office products including Word, Outlook, PowerPoint, Excel.\n\nMinimum of 2-3 years 1st Line Service Desk experience.\n\nExperience in working with 3rd parties and triaging.\n\nWhat can we offer you?\n\nHybrid Working\n\nPrivate Medical Insurance or Company Paid Health Cash Plan\n\nEmployee Assistance Program\n\n25 days holidays plus your birthday off\n\nOption to purchase additional holiday (up to 5 days)\n\nCompany Pension Scheme\n\nLife Assurance x 4\n\nA diverse workforce\n\nEmployee investment with Node4 training Academy\n\nFamily savings and shopping discounts through the Node4 benefits portal.\n\nDiscounted Gym Membership\n\nModern facilities with open and welcoming breakout areas\n\nCompany Social events\n\nNever ending supply of hot and cold drinks, biscuits, sweets, and fruit\n\nWhy join Node4?\nFounded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide and beyond. From three people to a workforce of over 900. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard.\nNode4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.\nTAKE A LOOK AT OUR STORY","description_format":"text","description_chars":3991,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Gym membership","Health insurance","Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Data & Analytics","Information Technology","Managed Network Services"],"lifecycle":[{"event":"open","at":"2026-09-30T11:34:59Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-03T21:09:13+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":81,"band":"hot","label":"Hiring now","p_open":0.9,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":47,"reasons":["conf:55","velocity","win:early","comp:junior"],"computed_at":"2026-10-03T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/node4-service-desk-analyst-derby","json_url":"https://alion.io/job/node4-service-desk-analyst-derby.json","meta":{"generated_at":"2026-10-04T01:04:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1357,"day_limit":5000,"remaining_today":3643,"minute_limit":60,"resets_at":"2026-10-05T00:00:00Z"}}}