IT Service Desk Analyst - Six Month Contract

Bristol - £20000 to £24000

About Commercial

Commercial Group was established in 1991 and has since grown to become the largest independently owned Business Services Group in the UK. Today, comprising of 6 divisions; Managed IT, Office Supplies, Interiors, Managed Print Services, Technology Supplies and Print, the £65m turnover Company is renowned for delivering superior quality product, service and consultancy to business nationwide.

We are currently embarking on exciting and ambitious growth plans to grow to a turnover of £70m by 2019 so we need talented people to support this growth. We understand that superior performance starts and ends with our people; people with passion who like to make a difference and most importantly love what they do. If you would like to be a part of this exciting journey then we would love to hear from you!

Job Description

We currently have vacancy in central Bristol as part of a Managed Service for a leading Legal services client, for an experienced IT Service Desk Analyst. This is a fixed term contract for six months.

Person specification:

Applicants are required to have had proven experience of working in a busy client facing service desk environment and have exceptional customer service and communication skills (both written and verbal). Root cause analysis, incident/problem management experience and time management skills are required to ensure all support requests are appropriately triaged and prioritised in line with contracted service levels.  Experience in supporting high level project implementations and existing desktop and server infrastructures are highly desired.

The position primarily involves supporting and troubleshooting all aspects of the firm’s desktop and application environment.  The end user experience in using the IT Systems is of paramount importance as a result it is essential that support and service requests are responded to and resolved within strict SLA’s.  There will be some exposure to the infrastructure environment so knowledge of some key infrastructure technologies would be beneficial. 

Key responsibilities:

  • Maintain support tickets correctly and keep the customer updated with progress every day
  • Monitor support ticket queue ensuring incidents are actioned in line with clearly defined SLA’s
  • Work within an ITIL framework to address issues transparently to ensure operations SLAs are met.
  • Develop existing customer relationships and build a rapport with stakeholders
  • ‘Be a Team Player’ and take responsibility for flagging high priority calls
  • Requirement to attend remote sites when required
  • Document procedures/processes and contribute to the knowledgebase
  • Adhere to the client’s ISO27001 information security procedures.
  • Consult with onsite and offsite teams as required to resolve incidents and develop individual skillset

Candidate Requirements

The candidate would ideally have a minimum of three years relevant experience with most of the technologies listed below:

  • Microsoft Office 2016
  • Active Directory
  • Desktop/laptop set-up, configuration and performance tuning
  • Microsoft SCCM
  • Web and E-mail Security
  • Antivirus Software
  • Managed Print Solution software and cost recovery
  • Mobile Device Awareness – Mobile Device Management (MDM) Software and iOS, iPhone iPads  hardware and/or other mobile software / hardware experience
  • Legal Business Applications – Document Management Systems, Finance Systems including time recording, Case management and Digital Dictation etc
  • Working with remote offices to provide a seamless support experience
  • Supporting people in an agile working environment, including hope workers.

  It would also be beneficial (but not essential) to have experience of:

  •  Exchange 2016
  • Windows Server 2003, 2008, 2008 R2 and 2012
  • Citrix XenApp and XenDesktop support
  • Microsoft Remote Desktop Services

Applicants are required to have exceptional customer service and communication skills, and technical troubleshooting skills. 


  • Microsoft MCP, MCITP or other IT based certifications would be advantageous
  • ITIL certification preferred but not essential
  • A minimum of 5 GCSE’s (including maths and English) at grade C or above

Additional Info

Why Commercial..?

  • Competitive salary
  • We all get a generous holiday allowance of 25 days plus bank holidays which increases with length of service
  • Bonus scheme
  • A variety of training & Development programmes tailored to you
  • Earn extra money if we hire your friends or family with our employee referral programme
  • Looking for a little extra? You could get a day off for doing charity work and you might even get a treat on your birthday and work anniversary!
  • A range of team and social events
  • Cycle to work scheme, pension contributions, Employee support programme, Flexi time scheme and more