--- title: 'IT Service Desk Analyst at City IT' canonical: 'https://feeny.ai/job/it-service-desk-analyst-city-it-durham-2qpvf5eqge7w' type: 'job' last_seen: '2026-09-15' --- # IT Service Desk Analyst at City IT - **Company:** City IT - **Location:** Durham, NC - **Work type:** hybrid - **Posted:** 2026-03-06 - **Last confirmed live:** 2026-09-15 - **Apply:** https://jobs.lever.co/cef/89fc740a-5a57-479a-ae47-80c38e5948a7 ## Job description Join one of the UK’s largest electrical wholesalers as we reimagine our technology for the digital age. We’re modernising our legacy systems and building new platforms powered by AWS and AI — and we need creative minds to help us shape the future! Key Responsibilities: - Act as the first point of contact for all IT support requests via phone, email, self‑service, and face‑to‑face. - Log, categorise, prioritise, and maintain all Incidents, Service Requests, and Procurement tickets accurately. - Resolve support queries at first contact wherever possible. - Escalate tickets to the correct teams when needed, providing clear and complete handover information. - Work collaboratively within a shift‑based team to ensure full coverage of business hours. - Provide first‑line support for our ERP and core business applications, including Sales, Purchase, Stock, and Reporting. - Triage application issues to determine whether they can be resolved immediately or need further investigation. - Investigate and deep‑dive into more complex problems before escalation, helping to reduce unnecessary handoffs. - Identify recurring issues and highlight opportunities for process improvement. - Work with the wider Application Support and Development teams to help resolve complex incidents. Essential Experience: - Exceptional communication skills — clear, professional, and empathetic across all channels - A natural problem-solver who takes ownership and drives issues to resolution - Technically literate with a genuine curiosity about how systems and applications work - Comfortable working with Microsoft Office applications and familiar with common IT tools and environments - Experience making decisions and prioritising issues based on the information available - Able to follow and apply processes consistently under pressure - Strong team player who can collaborate effectively and communicate handovers clearly - Demonstrates initiative and a genuine desire to learn and develop Desirable Experience: - Experience in a service desk, help desk, or IT support environment - Awareness of ERP or business application systems (e.g. sales, stock, purchasing workflows) - Familiarity with ITIL principles or incident/change management processes - Experience with Jira Service Desk or similar ticketing platforms - Relevant IT qualifications (e.g. CompTIA, Microsoft, ITIL Foundation) About Us: Founded in 1951 in Kenilworth, UK, City Electrical Factors (CEF) has grown into a world-leading electrical wholesale and manufacturing business with over 400 branches across the UK and a strong presence in the USA, Canada, Spain and Australia. Our IT and Data teams are driving the next chapter of our journey... Re-engineering legacy systems, adopting modern cloud technologies and exploring AI to deliver faster, smarter and more connected customer experiences. We’re based just outside Durham in our award-winning IT & Marketing office, Janet Nash House, which can be found here! Our Mission: City is a world leading electrical wholesale and manufacturing business providing electrical products to the industry. We in IT are delivering value to our business and our customers with the implementation of packaged software and bespoke engineering for the digital age using AWS serverless technology. We need talented and creative people across all areas to join us in rearchitecting our forward thinking business over the next few years and beyond as we evolve. Find Out More: Find Out More About Us | More about IT | Find your local branch | Find our Privacy Notice here Ready to Apply? If you’re excited by technology, value collaboration and want to make a genuine impact, we’d love to hear from you. Click Apply to get started! ## About City IT ## Company Overview - **One-liner**: The IT division of City Electrical Factors (CEF), a world-leading electrical wholesale and manufacturing business, delivering technology solutions to support the company’s digital transformation. - **Entity Type**: Private (part of privately held City Electrical Factors Ltd) - **Headquarters**: Durham, United Kingdom - **Founded**: 1951 (parent company) - **Founders**: Not publicly available ## Core Business - Primary industry: Electrical wholesale & distribution (IT serves as an internal enabler) - Target customers: Internal business units and operational teams within CEF’s global network - Mission or purpose: “We are delivering value to our business and our customers with the implementation of packaged software and bespoke engineering for the digital age using AWS serverless technology.” ## Products & Services City IT is not a product-selling entity; it provides internal technology services and platforms. Key internal capabilities include: - **AWS Serverless Engineering**: Bespoke software engineering and cloud architecture for the business. - **Business Intelligence & Analytics**: Led by a Global Head of BI & Analytics, providing data-driven insights. - **ERP & Finance Systems**: Support for Microsoft Dynamics, Workday, and other enterprise systems. - **IT Support & Infrastructure**: Helpdesk, deskside support, procurement, and logistics for IT equipment. - **Cybersecurity & Compliance**: Roles such as Senior Governance, Risk and Compliance Analyst. ## Market Standing - **Valuation/Market Cap**: Not disclosed (private company) - **Key Metric**: Parent company annual revenue of **USD $714.6 million** (2025/2026 estimate) - **Notable Investors/Partners**: Not applicable (internal division) - **Growth Signals**: +5.1% year-over-year headcount growth (parent company reaching ~1,582 employees); active job postings (6 open roles as of Sep 2026); increasing monthly job postings (+50% month-over-month) ## Competitive Advantages - **Stability & Scale**: Backed by a 70+ year-old, financially stable wholesale group with a large UK and international footprint. - **Modern Tech Stack**: Heavy investment in AWS serverless, React, Power BI, GitLab, and modern engineering practices. - **In-House Development**: Nearly all IT systems are built in-house, giving engineers full ownership and impact. - **Career Development**: Strong emphasis on learning and training, with multiple employee testimonials citing opportunities to grow skills. ## Strategic Focus - **Digital Transformation**: Re-architecting the business for the digital age, moving from legacy systems to cloud-native solutions. - **Customer-Centric IT**: Building systems that improve service to CEF’s customers (e.g., order tracking, e-commerce, supply chain integration). - **Global Expansion**: Supporting the group’s expansion into North America, Australia, and other markets. ## Why Work Here - **Culture**: Employees describe a supportive environment where values are appreciated as much as technical ability. “CEF genuinely cares about all their colleagues.” - **Work Model**: Hybrid roles available (e.g., Durham, UK and Dallas, TX). Some on-site requirements for specific roles. - **Perks**: - Competitive salary (e.g., Senior Business Analyst ~£49,771/year) - Bonus scheme - 25 days holiday + bank holidays - Staff discount on electrical products - On-site gym at Durham IT head office - **Engineering Culture**: Focus on AWS serverless, modern tools, and continuous learning. Non-traditional entry routes welcomed (e.g., junior developer who came through a non-technical background). - **Reviews**: 3.5/5 on LinkedIn (283 reviews) – work-life balance rated 3.6, culture 3.4, career opportunities 3.3. ## Sources 1. [CEF Careers on Lever](https://jobs.lever.co/cef) 2. [City Tech Careers Page](https://www.citytech.careers/) 3. [Reed.co.uk Company Profile](https://www.reed.co.uk/company-profile/CEF---City-Electrical-Factors---IT-1674) 4. [LinkedIn Company Page](https://linkedin.com/company/city-electrical-factors) ## Other roles at City IT - [ERP Project Manager](https://feeny.ai/job/erp-project-manager-city-it-dallas-9pmp8tf8axe4) — Dallas, TX - [Application Support Specialist](https://feeny.ai/job/application-support-specialist-city-it-dallas-x4v0ncj6hen7) — Dallas, TX - [Business Analyst](https://feeny.ai/job/business-analyst-city-it-dallas-4rstc9nmnqad) — Dallas, TX - [EDI Technical Analyst](https://feeny.ai/job/edi-technical-analyst-city-it-united-kingdom-vjbdcn8779w6) — United Kingdom - [IT Service Desk Analyst](https://feeny.ai/job/it-service-desk-analyst-real-chemistry-lambertville-yt38ezrq4dz5) — Lambertville, NJ / Water Street, NY