IT Service Desk Analyst

Are you a tech-savvy problem solver who thrives on delivering exceptional customer support? Do you enjoy being the go-to person who keeps people connected, productive and empowered? Hexcel is looking for a motivated and customer-focused IT Service Desk Analyst to join our high-performing IT Service team in Duxford, UK. This is an exciting opportunity to work in a fast-paced manufacturing environment where no two days are the same. You'll play a vital role in supporting business-critical technology, resolving technical challenges and ensuring our users receive a first-class IT experience.

Key Responsibilities

• Deliver first-line and second-line IT support services, ensuring incidents and service requests are resolved efficiently and within agreed Service Level Agreements (SLAs).

• Serve as a primary point of contact for end users, providing exceptional customer service while diagnosing, troubleshooting and resolving hardware, software, network, connectivity, printing and access-related issues.

• Monitor, prioritise and manage tickets within the Service Management platform, ensuring timely updates, clear communication and appropriate escalation to specialist support teams when required.

• Perform installation, configuration, deployment and lifecycle support of desktop and laptop computers, peripherals, mobile devices and standard business applications in accordance with company standards.

• Administer user accounts, security groups, email accounts and system access in accordance with corporate security policies, established IT procedures and access management controls.

• Execute routine operational and maintenance activities, including scheduled system checks, backup verification, software updates and other infrastructure support tasks.

• Collaborate with global IT teams to identify root causes, contribute to problem resolution efforts and enhance overall IT service delivery.

• Maintain accurate technical documentation, knowledge base articles and support records to promote consistency, compliance and knowledge sharing across the organisation.

• Support employee onboarding, offboarding and workplace technology initiatives, ensuring users have the equipment, systems access and technical support required to perform their roles effectively.

• Contribute to the continuous improvement of Service Desk operations by identifying recurring issues, recommending process enhancements and helping drive operational excellence and customer service standards.

What We're Looking For

• Combination of education and professional experience in Information Technology or a related field, supported by a Degree, Diploma or recognized industry certification.

• Proven experience providing IT support within a fast-paced Service Desk, Help Desk or End User Computing environment, ideally within an SME, manufacturing, engineering or global enterprise setting.

• Strong technical knowledge of Microsoft Windows operating systems, Microsoft 365 applications, desktop hardware and common enterprise technologies, including experience supporting hybrid workplaces, mobile devices and remote users.

• Demonstrated ability to troubleshoot and resolve hardware, software, connectivity, printing and account-access issues using a structured, analytical and methodical approach.

• Experience working with IT Service Management (ITSM) tools and ticketing systems, including incident, request, escalation and service delivery processes.

• Good understanding of Active Directory, user account administration, permissions management and email administration within a corporate environment.

• Excellent customer service, verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users and support colleagues across different time zones.

• Strong analytical and problem-solving skills, with a proactive approach to identifying root causes and implementing effective solutions.

• Proven ability to prioritise competing demands, manage multiple support requests, work independently and maintain attention to detail in a fast-paced environment.

• A collaborative team player with a positive, professional and service-oriented attitude; industry certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft certifications or equivalent would be advantageous.

We are committed to providing a professional, engaging, and transparent recruitment experience that allows candidates to fully demonstrate their technical expertise, knowledge capability, and experience:

Stage 1: Recruiter Pre-Screen Interview (Microsoft Teams)
Stage 2: 1st Stage Interview (In Person)
Final Stage: Technical Interview & Q&A (Microsoft Teams)