IT Service Desk Analyst

The IT Service Desk Analyst acts as the first point of contact for all IT-related queries and support requests, helping to deliver a consistent and high-quality experience for users across the business.

Working as part of a busy and supportive team, the successful candidate will log, assess, and resolve incidents using a call management system that maintains a comprehensive audit trail.

Support is delivered through various channels including telephone, email, in-person assistance, and remote desktop tools. The team also handles the configuration and deployment of IT equipment and provides advice on the effective use of technology.

Key Responsibilities

• Provide first and second-line support for IT applications and hardware

• Troubleshoot and resolve technical issues, escalating when necessary

• Assist with software installations, upgrades, and system maintenance

• Handle user queries via Teams, email, telephone, and face-to-face contact

• Accurately assess the urgency and impact of incoming issues

• Maintain clear, consistent communication with users throughout the resolution process

• Support mobile device administration using tools such as Intune

• Use remote management tools like ControlUp for laptop support

• Help identify recurring issues and contribute to longer-term IT solutions

• Adhere to established procedures, including escalation protocols and asset handling

Our client need an enthusiastic and technically capable IT Service Desk Analyst to join their dynamic IT team. This is a fantastic opportunity for someone with a strong technical background and excellent communication skills to provide first-class support across a wide range of IT systems and applications., * Strong IT knowledge, ideally with experience in a professional services environment

• Familiarity with Microsoft technologies, including Office 365, Active Directory, SCCM, Group Policy, and Windows OS

• Exposure to telephony systems and AV support (e.g. Avaya, video conferencing tools)

• Confident diagnosing technical issues at 1st line level

• Certifications or experience with ITIL, Azure Fundamentals, Intune, and Windows Server are a plus

• Highly organised, proactive, and detail-oriented

• Strong teamwork ethic, self-motivated, and eager to learn

• Excellent interpersonal and communication skills with a customer-first mindset

This is an exciting opportunity for someone who thrives in a fast-paced environment, values excellent service delivery, and enjoys working as part of a collaborative IT function. If you're looking for a role where you can make a real impact and continue to grow your technical expertise, this could be the perfect fit.

This great role comes with a competitive basic salary and is accompanied with an annual bonus, annual salary review, a contributory pension, life assurance, maternity/paternity leave, BUPA, an initial 25 days holiday plus your Bank Holidays, flexible working and a wealth of other health focused benefits to name but a few