IT Service Desk Analyst

Are you passionate about delivering exceptional IT support and helping people resolve technical problems with confidence and clarity? If you thrive in a fast-paced environment, have a natural ability to explain technical information in a simple and friendly way, and enjoy being the first point of contact for users, we'd love to hear from you!, As a key member of our IT Service Desk, you will:

• Act as the first point of contact for IT queries via phone, email, tickets, and live chat.
• Troubleshoot and resolve common hardware, software, and connectivity issues.
• Log and manage incidents in line with SLAs and KPIs, keeping users regularly updated.
• Escalate issues promptly where required and ensure critical incidents are highlighted immediately.
• Record clear troubleshooting steps and outcomes for every ticket.
• Support queue management on scheduled days to help deliver a high-quality service.
• Create and maintain knowledge base articles for colleagues and end users.

Essential Technical Skills

• Strong understanding of PC hardware components and their functions.
• Experience supporting Windows 10/11 devices.
• Confident troubleshooting printer, software, and hardware issues.
• Working knowledge of Microsoft 365 apps (Outlook, Word, Excel, Teams, OneDrive).
• Good understanding of Active Directory (accounts, groups, policies, password resets).
• Basic networking knowledge including IP, DNS, and DHCP.
• Familiarity with Azure Active Directory and device management tools such as Intune.

Essential Personal Skills

• Excellent customer service skills with the ability to remain calm and professional.
• Clear verbal and written communication abilities.
• Ability to prioritise workload effectively in a busy, fast-paced environment.
• Strong problem-solving mindset with logical, methodical troubleshooting skills.
• Eagerness to learn and apply new technical skills quickly.
• Able to explain technical information in a way non-technical users can easily understand., * Previous experience in a service desk environment.
• Experience using remote support tools such as TeamViewer or LogMeIn.
• IT-related degree or working towards certifications such as CompTIA A+, Azure Fundamentals, or Microsoft 365 Associate certifications.

• Be part of a supportive and friendly IT team.
• Opportunities to develop your skills and work toward industry-recognised certifications.
• A role where you can directly improve colleagues' day-to-day experience across the organisation.
• Hybrid working with a collaborative office environment 2-3 days per week.