Support Desk Analyst

Pertemps, the UK's largest independent recruitment agency, is looking for a reliable and approachable Support Desk Analyst to join their IT team. This is a great opportunity for a Support Desk Analyst who wants to build on their experience in a busy environment where no two days are the same.

What you'll be doing as a Support Desk Analyst:

• Acting as the first point of contact for all IT support queries across the business

• Logging, categorising and prioritising tickets through the helpdesk system

• Troubleshooting hardware, software, access and basic network issues

• Providing first-line support for Microsoft Office, Windows and business systems

• Managing user accounts including password resets, access and permissions

• Supporting new starters and leavers with account setup, equipment and access

• Escalating more complex issues with clear and accurate information

• Monitoring and progressing tickets to meet agreed response times

• Supporting laptops, mobiles and other IT equipment

• Assisting with system updates, patches and general maintenance

• Maintaining accurate ticket notes and contributing to support documentation

• Previous experience working as a Support Desk Analyst or in a similar first-line IT support role

• Experience working in a service desk environment, managing and updating tickets

• Good understanding of Windows, Microsoft Office and general IT systems

• Experience with user account management (password resets, permissions, access)

• Basic knowledge of networking or VPN connectivity issues

• Familiarity with ticketing systems and ideally ITIL-based processes

• Strong communication skills with the ability to explain technical issues clearly

• A calm, professional and helpful approach when dealing with users

• Good organisation skills with the ability to manage multiple tickets at once

• A methodical approach to troubleshooting and following processes

• Awareness of data protection and handling sensitive information appropriately

It would be a bonus if you have:

• ITIL Foundation or similar

• Experience supporting multiple sites or remote users

• Exposure to cloud systems or business applications

If you're a Support Desk Analyst who enjoys being part of a supportive team and wants a role where you can build your skills and gain more exposure, this could be a great opportunity. Apply today!