IT Service Desk Analyst

We are seeking a dedicated IT Support professional to provide technical assistance and support to our organisation. The successful candidate will be responsible for resolving hardware and software issues, maintaining network infrastructure, and ensuring optimal operation of IT systems. This role offers an excellent opportunity to utilise and develop your expertise in a dynamic environment, supporting a wide range of operating systems and network technologies., * Provide first-line technical support via help desk tickets, email, or phone, assisting users with hardware, software, and network issues.

• Troubleshoot and resolve problems related to computer hardware, operating systems (Windows, macOS, Linux), and software applications including Microsoft Office.
• Maintain and support computer networks, including LAN, WAN, VPNs, DNS, TCP/IP configurations, firewalls, and active directory services.
• Manage user accounts and permissions within Active Directory and utilise tools such as SCCM and BMC Remedy for system management.
• Assist with the deployment, configuration, and maintenance of servers running Microsoft Windows Server environments.
• Support the setup and configuration of peripherals such as printers, scanners, and other hardware devices.
• Monitor system performance and security; implement updates and patches to ensure system integrity.
• Document technical procedures and solutions clearly for future reference.
• Collaborate with other IT team members on projects involving software troubleshooting, network upgrades, or infrastructure improvements.

Do you have experience in macOS?, * Proven experience in IT support or technical support roles with a strong understanding of computer networking principles.

• Proficiency in operating systems including Windows (client and server), macOS, and Linux.
• Knowledge of network protocols such as TCP/IP, DNS, VPNs, LAN/WAN configurations, TCP ports, firewalls, and related security measures.
• Experience with Active Directory management and Microsoft Windows Server environments.
• Familiarity with enterprise tools like SCCM, ServiceNow, Jira, BMC Remedy for ticketing and system management.
• Strong troubleshooting skills across hardware components and software applications; ability to diagnose issues efficiently.
• Excellent communication skills with a focus on customer service; capable of explaining technical concepts clearly to non-technical users.
• Organised approach to documentation and process management; ability to work independently or as part of a team. This role is ideal for individuals passionate about technology who thrive in fast-paced environments requiring problem-solving skills and excellent customer service abilities.