IT Service Desk Analyst

• Act as the first point of contact for all IT support queries
• Answer calls, emails and self-service tickets promptly
• Log and categorise incidents and service requests accurately
• Provide first-line troubleshooting for hardware, software and network issues
• Guide users through solutions in a clear and friendly manner
• Escalate complex or unresolved issues to second-line support
• Maintain detailed and accurate records in the ticketing system
• Set up and configure new user accounts, equipment and basic software
• Support password resets and access requests

As a 1st Line Service Desk Analyst, you are the first point of contact for users needing technical support. Your role involves answering calls, emails and tickets, logging incidents accurately and providing initial troubleshooting for hardware, software and network issues. You will resolve common problems or escalate more complex issues to senior teams when needed. Excellent communication and customer service skills are essential., * proven 1st line Service Desk support (min 2 years)

• Supporting Windows 11 and Microsoft 365
• excellent customer service skills
• knowledge of Windows Server Operating Systems (2016, 2019)
• strong work ethic and self-motivation with the ability to work under pressure
• knowledge of networking technologies TCP/IP, DNS, LAN, WAN, DHCP
• Active Directory
• iPhones

Desirable systems experience:

• Intune
• iOS / iPad
• SolarWinds Service Desk
• Sophos
• Draytek
• Barracuda
• Datto
• Mac OS experience
• Manage Engine- Exchange Plus and AD Manager Plus, * GCSE'S at Grade C or above in English & Mathematics or equivalent
• Industry Standard computing qualifications such as Microsoft and CompTIA, CompTIA Network+, Security+, Server+ or other certification
• ITIL Foundation Qualification (desirable).

We offer great rewards and perks including:

• excellent supervision, peer support, learning opportunities and career prospects
• retail and lifestyle discounts
• free DBS check
• 24/7 counselling and support
• 25 days annual leave allowance plus bank holidays
• Blue Light Card eligibility.

Exemplar Health Care is one of the country's leading nursing care providers for adults living with complex needs. We have 50+ care homes across England that support adults living with complex mental health needs, dementia, neuro-disabilities and physical disabilities. As well as stable and secure employment opportunities, we offer great benefits and perks, and plenty of opportunities to learn, develop and progress