This vacancy is now closed

Vacancy title
Service Desk Analyst (first line support)
Business unit
UK | APT Skidata
Hemel Hempstead, United Kingdom
Closing date

We are excited to offer an opportunity for a versatile individual to join our dynamic team at APT Skidata as a Service Desk Analyst (first line support) & Workshop Assistant. In this role, you will serve as the frontline support for our vehicle and people access customers while also providing assistance with some invoicing and supporting the workshop with electro-mechanical repairs. Your mission is to ensure swift and efficient technical assistance to our customers and support workshop activities to cover annual leave. Please note: due the the nature of the role this is full time in the office.

Our team can be found at HQ in Hemel Hempstead, it’s within easy reach of the M1 and it’s home to our training centre, Experience World and Pre.Build.

What you will do

  • Serve as the first point of contact for customers seeking technical assistance through phone, email, and eventually our upcoming portal
  • Log, categorise, and prioritise incidents and requests
  • Basic troubleshooting of technical issues and escalating complex problems to higher-level technicians
  • Provide support to engineers and customers by interpreting technical documentation
  • Stay updated with our transition to the portal-based support system and adapt quickly
  • Collaborate closely with other team members and departments

What we are looking for

We are seeking candidates with the following qualifications, knowledge, and skills:

  • Strong IT understanding or technical knowledge. Mechanical knowledge is a plus
  • Prior experience as a service desk analyst, preferably within a similar industry or IT environment
  • Familiarity with ITIL V4 is a plus, though not mandatory
  • A genuine interest in IT/network technology
  • Strong problem-solving skills and attention to detail
  • Excellent communication skills with a strong customer-focused approach
  • Ability to stay composed and effective under pressure
  • Eagerness to continuously learn and stay updated with new technologies and processes
  • Openness to on-the-job learning and a willingness to be supported by the team
  • Basic knowledge of network infrastructure, TCP/IP, and IT systems
  • Right to work in the UK 

Qualifications, Knowledge, and Training:

  • A diploma or degree in Information Technology, Computer Science, or demonstrated experience in these fields
  • Experience in a service desk role or similar


  • ITIL Foundation Certification
  • CompTIA A+ Certification
  • Microsoft Technology Associate (MTA) Certification
  • Cisco Certified Network Associate (CCNA)
  • Knowledge or experience with specific systems mentioned in the job description (like Parking systems, Turnstile systems, Intercom, and ANPR) is advantageous

Soft Skills:

  • Excellent communication skills, both written and verbal
  • Strong problem-solving skills
  • A customer-focused mindset
  • Ability to work well in a team
  • A valid UK driving licence might be beneficial, especially if the role involves occasional on-site visits

What we offer

As well as providing a competitive salary and benefits package, we actively run employee opinion surveys as part of our drive to provide a comfortable and supportive working environment. We will support your development and you will also receive:

  • 25 days holiday with bank holidays in addition
  • Birthday off
  • Employer pension contributions
  • Employee Assistance Programme
  • Life assurance up to 6x salary


Apply Today! We will acknowledge receipt of your application and be in touch if you are successful. 

Applications are shortlisted on a rolling basis, and we reserve the right to interview and appoint before any advertised closing date. We therefore, encourage you to apply at the earliest opportunity to avoid disappointment. Applications received after the closing date will not be processed.

We have a responsibility to ensure that all employees are eligible to live and work in the UK, therefore successful candidates must have the right to work in the UK by the start of their employment. We are an equal opportunities employer. Please note that Apt Skidata is unable to provide UK Visa Sponsorship.

Agencies, please note, that should we require recruitment agency involvement, we will contact the agencies on our PSL; we would ask that you respect the relationships we have already built with these suppliers. If an agency submits an unsolicited CV to any partner or employee of our company for a role we have not actively engaged with you on, you should be aware that they have no authority to enter into an arrangement with you and we will consider the CV a gift! We will not be liable for any payment you charge in relation to it.