Service Desk Analyst

IT is a critical business enabler at Aston Martin, supporting core platforms such as ERP, CRM and PLM alongside modern digital services.
The Service Desk sits at the centre of day-to-day operations, restoring service quickly and consistently. The team focuses on delivering a strong user experience through excellent customer support, disciplined processes and accurate ticketing. We continue to invest in modern technology, including ServiceNow, automation and AI-enabled support, to drive continuous improvement.
The Role
As a Service Desk Analyst, you will provide first-line technical support to colleagues across the business. You will restore service quickly and professionally through walk-up support, ServiceNow and email, while delivering a positive and user-focused experience.
This is an entry-level Service Desk role, ideal for someone with proven IT support experience who is ready to build their skills further. You will work within ITIL-aligned processes and use modern tools and knowledge to improve First Contact Resolution. With coaching and exposure to wider IT operations, you will develop your technical capability and professionalism, with clear opportunities to progress into more senior Service Desk or IT Operations roles.
Key Duties and Responsibilities
You will deliver a professional support experience across walk-ups, email and ServiceNow, ensuring work is prioritised correctly and users are kept informed. All incidents and requests will be logged, categorised and managed accurately in ServiceNow, with clear symptoms, actions and outcomes recorded.
You will diagnose and resolve end-user computing incidents while meeting agreed SLAs and contributing to improved First Contact Resolution. This includes fulfilling standard service requests such as software installation, hardware setup and refresh, password resets and access provisioning, always in line with policy.
Where issues require escalation, you will provide Tier 2 or Tier 3 teams with clear diagnostics, evidence and user impact, while maintaining ownership through to resolution and closure. You will raise problem records when recurring issues are identified and support investigations by providing accurate timelines, logs and impact details.
You will create and maintain knowledge articles in line with agreed standards, helping to reduce repeat contacts and support self-service and automation. You will also make use of automation and AI-enabled support tools to streamline common tasks and suggest improvements to scripts, workflows and knowledge content.
The role includes maintaining an organised IT stock area, following asset handling processes, coordinating third-party support where required, and providing operational support to the wider IT function. This may include Microsoft 365 deployments and licensing, mobile device enrolment, endpoint health checks, printer and scanning device support, and assisting with service improvement activities and small project tasks.

We are looking for someone with previous experience in an IT support environment who brings a strong service mindset, good troubleshooting skills and attention to detail. You will be comfortable supporting users with a range of technical abilities and confident using an ITSM tool, ideally ServiceNow, to manage incidents and requests accurately.
You will have a working understanding of how incidents and service requests are logged, prioritised, escalated and closed, and be familiar with supporting Windows devices and Microsoft 365 applications in an enterprise setting. Experience working in a busy service desk environment and exposure to ITIL ways of working are desirable, as is an interest in service improvement, automation and AI-enabled support tools.
You will approach support professionally, setting clear expectations with users and confirming resolution before closing work. You take ownership of issues, follow agreed processes and SLAs, and ensure tickets are kept accurate and up to date. You communicate clearly with both technical and non-technical colleagues and are comfortable producing concise written updates and handovers.
You are reliable and diligent in your approach, paying attention to detail while looking for ways to improve how the service operates. You learn quickly, make good use of available knowledge and are willing to document repeatable fixes to help reduce future demand.