Junior ITSM Analyst/Developer

The role

We are recruiting two Junior ITSM Analyst/Developers. This is a graduate entry role: we do not expect you to arrive with ITSM experience, and we will teach you the tools and the trade. You will follow a structured training programme, work alongside a senior consultant as your mentor, and we will fund your ITIL Foundation training and certification.

This is not a programming role. Your job will be to take real client requests and turn them into working solutions by configuring their chosen ITSM tool, with an experienced consultant alongside you while you learn. Over time you will take on your own environments and clients.

The role is hybrid, split between home working and our Warrington office, with occasional in-person client meetings in the UK. Applicants must have the right to work in the UK; applications from candidates based outside the UK will not be considered, although sponsorship could be considered for the right candidate.

What you will do

• Carry out day-to-day administration and troubleshooting of the service management environments you support
• Help develop client customisations, configurations and enhancements, and support their testing and release into production
• Build and maintain dashboards and reports in response to client needs
• Help develop customer-facing portals that make it easy for users to log incidents and requests from any device
• Support the upkeep of SLA, service catalogue and CMDB functionality, the plumbing that makes a service desk work well
• Write and maintain documentation and knowledgebase articles for technical and non-technical readers, including content that supports self-service features like chatbots
• Work across development, test and live environments and help users complete acceptance testing
• Undertake other duties commensurate with the role, including responsibilities relating to information and data security

What we are looking for

• A degree (completed or due in 2026) in computing, IT, business or a related discipline, or equivalent experience
• Strong analytical skills and a genuine interest in how technology supports business processes
• A methodical approach to troubleshooting and problem solving
• Clear written and spoken communication, and the confidence to explain technical topics to non-technical people
• Good organisation and time management, with the initiative to manage your own work within a supportive team
• A flexible, open approach and a willingness to work with clients from a range of sectors

Helpful, but not required

None of the following is expected of a graduate applicant. If any apply to you, from study, placements, part-time work or personal projects, tell us about them in your application:

• Experience using a service desk or helpdesk tool as an end user, for example in a part-time IT support role
• Familiarity with databases and server technologies
• Exposure to APIs, or to cloud services such as AWS or Azure
• Experience of Agile ways of working