Ordnance Survey
ServiceDeskAnalyst
“Service Desk Analyst at Ordnance Survey. Skills: IT support, Customer service, Problem-solving. Act as first point of contact. Deliver customer-focused service”
Industry & Context.
Troubleshooting; Analytical problem-solving; Proven problem-solving ability
Right to work in UK, Pre-employment checks
What They're Looking For.
Must Have
First-line support via phone, Live chat support, Call handling system support, Logging incidents, Triaging incidents, Prioritising incidents, Resolving incidents, Troubleshooting Microsoft 365, Troubleshooting end-user devices, Troubleshooting core IT services, Handling end-user calls professionally, Gathering information, Setting clear expectations, Resolving issues first line, Resolving issues second line, Escalating appropriately, Building working relationships, Sharing knowledge, Documenting solutions, Supporting onboarding activities, Supporting offboarding activities, Windows operating systems familiarity, Microsoft 365 familiarity, Core IT troubleshooting practices familiarity, Ability to work independently, Ability to work collaboratively, Gathering customer requirements, Assessing impacts, Making decisions, Customer-first mindset
Nice to Have
Previous Service Desk experience, Previous IT support experience, Experience in fast-paced role, Experience in service-oriented role, Experience using ITSM tooling, Ability to operate within structured processes, Ability to operate within multi-layered processes, Continuous improvement focus, Automation focus, Enhancing customer satisfaction focus
What You'll Do.
Act as first point of contact
Deliver customer-focused service
Provide end-user support
Handle high volume requests
Assess incidents effectively
Prioritise incidents effectively
Resolve issues first line
Resolve issues second line
Troubleshoot Microsoft 365
Troubleshoot end-user devices
Troubleshoot core IT services
Handle calls professionally
Gather information from end-users
Set clear expectations for end-users
Escalate issues appropriately
Build working relationships with teams
Share knowledge with colleagues
Contribute to knowledge base
Support onboarding activities
Support offboarding activities
How You'll Work.
Team & Collaboration
Service Desk colleagues; Second-line teams; Specialist support teams; Technical colleagues
Applying for this Service Desk Analyst role?
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