Service Desk Analyst

Service Desk Analyst

Sunderland 

Salary up to £28,000, pension, critical illness pay, life assurance, 33 days holiday (including bank holidays), exclusive company discounts on used car purchases, leasing deals and aftersales service.

Reporting into the Service Desk Team Leader, the Service Desk Analyst will be responsible for providing quality technical support and customer service to all colleagues within the organisation. This role involves regular communication with manufacturers, third-party contacts, members of the wider IT Department, and store-based colleagues. Your primary focus will be to support all Lithia UK stores and support functions, ensuring seamless operations and quick resolutions.

If you’re looking for a role that’s a blend of being fast-paced and challenging, with a culture that enables you to be yourself and enjoy the ride, you’ll feel right at home:

Your Journey as a Service Desk Analyst:

• Provide exceptional support to colleagues across all communication channels, ensuring their needs are met with professionalism and care
• Offer expert technical support at a 1st line capacity, addressing a variety of issues promptly and efficiently
• Conduct thorough troubleshooting and triage for a wide range of technical issues, ensuring swift and effective resolution
• Maintain consistently accurate information within the IT Service Management system for all incidents and requests raised, ensuring data integrity
• Escalate tasks to other team members with clarity and precision, ensuring smooth handover and continuity of service
• Perform various administrative tasks, such as profile provisioning and deprovisioning, with meticulous attention to detail

Are You Ready to Embrace the Challenge? We’re looking for someone who has:

• IT related certifications (preferred, not required)
• Previous experience delivering excellent customer service through a variety of platforms e.g. face-to-face, phone and email
• Sound knowledge of Office 365 applications, including Outlook, Excel, Word, and Windows OS
• A passion for learning and a willingness to engage in self-development within a  fast-faced environment
• Exceptional diary management, planning and organisation skills with the ability to prioritise their workload

Why Lithia UK?

• Enjoy 33 days annual leave (including bank holidays), giving you more time to relax, recharge, and do what you love
• Celebrate your special day with an extra day off on your birthday
• Our industry-leading Family Leave Policies ensure you’re supported when it matters most
• Take a paid day to volunteer and give back to a cause close to your heart
• We believe in recognising dedication and loyalty, that’s why we celebrate long service milestone anniversaries
• Unlock your potential with tailored training and endless career growth opportunities
• Commute for less with our cycle to work scheme 
• Access high street discounts to make the everyday a little more rewarding
• Know someone perfect for Lithia UK? Earn rewards through our internal referral scheme

At Lithia UK, our growth is powered by our people:

As one of the largest automotive retailers globally, we’re passionate about transforming the future of personal transportation and setting new standards for exceptional customer experiences. Our values—Earn Customers for Life, Improve Constantly, Take Personal Ownership, and Have Fun!—fuel everything we do. Join us, and you’ll be part of a team that embraces innovation, champions personal growth, and celebrates success together. If you're ready to make an impact in an environment that empowers you to drive change, we’d love to have you with us on this journey.