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 seamless operation of IT systems. This role offers an excellent opportunity to utilise a broad range of technical skills within a dynamic environment, supporting end-users and contributing to the optimisation of IT services., * Provide first-line technical support to end-users via help desk platforms such as ServiceNow and Jira, ensuring prompt resolution of issues.

• Troubleshoot and resolve hardware problems related to computers, peripherals, and network devices.
• Assist with software troubleshooting, including operating systems such as Windows, macOS, and Linux, as well as Microsoft Office applications.
• Manage and support computer networking components including LAN, VPNs, DNS, TCP/IP protocols, firewalls, and switches.
• Support Active Directory management tasks such as user account creation, permissions adjustments, and group policy implementation.
• Maintain and configure Microsoft Windows Server environments and utilise SCCM for deployment and updates.
• Monitor system performance and security using tools like BMC Remedy and ServiceNow; escalate complex issues appropriately.
• Assist in the setup and configuration of computer hardware and peripherals for new users or equipment upgrades.
• Document technical procedures and solutions clearly to facilitate future troubleshooting efforts.
• Collaborate with team members to improve existing IT processes and contribute to ongoing system enhancements.

Do you have experience in macOS?, * Proven experience in technical support or IT support roles with a strong understanding of computer hardware and operating systems (Windows, macOS, Linux).

• Knowledge of computer networking concepts including LAN, TCP/IP, DNS, VPNs, firewalls, and TCP protocols.
• Familiarity with Active Directory management and Microsoft Windows Server environments.
• Experience using management tools such as SCCM, BMC Remedy, ServiceNow or Jira for ticketing and system administration.
• Strong troubleshooting skills across software applications and hardware components.
• Excellent communication skills with the ability to explain technical issues clearly to non-technical users.
• Customer service-oriented attitude with a proactive approach to problem-solving.
• Organised with good analysis skills to prioritise tasks effectively under pressure.
• Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Solutions Expert (MCSE), or similar are desirable but not essential. This position offers an engaging environment for individuals passionate about technology support roles who wish to develop their career within a supportive team dedicated to delivering high-quality IT services.