IT Help Desk Support

The IT Service Desk team provides day-to-day support to users across a nationwide network of branches. As an IT Service Desk Analyst, you will be the first point of contact for technical support, delivering a high standard of service via phone, email, and face-to-face interaction.

You will diagnose and resolve issues remotely across IT systems, including desktops, laptops, and telephony, while ensuring all users receive efficient and effective support.

Key Responsibilities

• Provide 1st line support, handling 40+ technical and telecoms support calls daily
• Investigate and troubleshoot IT and telecommunications issues
• Log and manage all incidents using SysAid ticket management software
• Accurately classify, track, and update incidents and service requests
• Record solutions to improve knowledge sharing and service efficiency
• Manage and take ownership of escalated tickets to 2nd line support, infrastructure teams, and third parties
• Work within agreed SLAs to maintain a high level of service delivery
• Provide remote support to diagnose and resolve IT-related issues
• Deliver desktop support across all departments
• Manage Active Directory user accounts

Working Environment

You will be based at a modern Head Office in Colchester, within a large open-plan IT department. The office is conveniently located within walking distance of the town centre and train station.

The environment offers access to up-to-date technology and the opportunity to collaborate with experienced IT professionals, including developers and infrastructure specialists. On-site facilities include a café and breakout areas with refreshments available.

If you enjoy problem-solving, thrive under pressure, and have strong communication skills, this role offers the chance to make a real impact while delivering outstanding customer service., * Strong working knowledge of desktop, laptop, mobile, and telephony systems

• Operating Systems -
• Desktop/Laptop O/S: Windows 10 & 11, MAC OSX
• Mobile: iOS, Android
• Telephony systems (e.g. Cisco) desirable
• Proficiency in Microsoft Office 365 / 2024
• Experience troubleshooting hardware, printers, and devices
• Understanding of Active Directory and group policy (preferred)
• Previous experience in a service desk or IT support environment is advantageous
• Relevant IT qualifications (e.g. CompTIA, NVQ, MCDST) are beneficial

Key Competencies

• Excellent communication skills
• Strong customer focus and problem-solving ability
• Ability to work under pressure and meet deadlines
• Team player with a proactive approach
• Willingness to learn and adapt to new technologies
• Understanding of GDPR and data protection best practices

Core Behaviours

• Deliver consistently high levels of customer service
• Maintain a flexible and positive approach to work
• Adapt well to change in a fast-paced environment
• Demonstrate professionalism, integrity, and reliability, * IT support: 1 year (preferred)
• Customer service: 1 year (preferred)

Job Types: Full-time, Temp to perm Contract length: 12 weeks

Pay: £25,500.00 per year