Service Desk Analyst

Location: London - Hybrid (2 Days) Reports to: Service Desk Team Leader As a Service Desk Analyst, you’ll be the friendly face providing first support for your Rightmove colleagues! You’ll troubleshoot issues across systems, applications, and our website. This exciting role gives you hands-on exposure to a variety of technologies, where you’ll need your problem-solving skills and clear communication with stakeholders at all levels. You'll also have the chance to collaborate with our amazing Product Development teams, allowing you to deepen your understanding of our business areas and the technologies that power them. It’s a fantastic opportunity to make a real impact while learning and growing in your career!

What you’ll be doing

• Troubleshoot and resolve issues across customer-facing and internal systems, handling priority calls and escalations with a smile.
• Use SQL queries to diagnose problems and help prevent future incidents.
• Act as a friendly technical liaison between development teams, external providers, and users to resolve those tricky issues.
• Log, track, and prioritize support tickets in line with SLAs, reporting on major incidents and participating in post-incident reviews.
• Set up and provision laptops and MacBooks, ensuring a smooth onboarding experience for our new starters.
• Collaborate with Product Development and Infrastructure teams, share updates on new features, and support the upskilling of our front-line teams.
• Provide remote and on-site 1st line support, making sure everyone feels supported.
• Develop a deep understanding of Rightmove’s business processes and technologies to deliver effective solutions and drive continuous improvements.
• Work collaboratively across departments to ensure seamless technical support and contribute to enhancing the user experience.

We’re looking for someone with

• A passion for analysing and diagnosing issues to identify root causes.
• A quick learner who loves to share knowledge and is eager to understand how systems and data work together.
• The ability to maintain calm judgment under pressure and adapt positively to change.
• Clear communication skills, excellent service, and a genuine appreciation for team input.
• A structured, organized, and self-motivated approach while taking responsibility for outcomes.
• The confidence to challenge requirements, resolve conflicts diplomatically, and adapt your style to suit your audience.
• At least 1 year of experience in a similar support role and a desire to exceed expectations.

What you’ll bring to the role

• Strong problem-solving skills, with the ability to break down and scope issues effectively.
• Effective planning and organization, setting realistic goals and following through on commitments.
• The ability to prioritize and multitask effectively with minimal guidance.
• Confident, clear, and concise communication with both technical and non-technical audiences.
• Skill in choosing the right communication methods and encouraging two-way dialogue.
• The ability to inspire effective communication and collaborative problem-solving.
• A knack for recognizing and delivering improvements in team processes.

Our Approach to AI

At Rightmove, we believe software and product are ultimately people problems, and everything we build aims to improve the lives of others. We see AI as a helpful way to create more space for the human side of our work, from understanding real needs to making sure we are solving the right problems in the right way. There is an expectation that you are proactive in exploring how AI can support your own workflow and productivity, and that you approach it with curiosity and an open mind.