IT Service Desk Analyst

At Inuvi, our IT team is dedicated to ensuring the seamless operation and continuous improvement of our systems. The team is responsible for the support, deployment, automation, and maintenance of our infrastructure, ensuring its availability, performance, scalability, and security. Our IT professionals bring a wealth of experience from various backgrounds and work collaboratively with other departments to tackle complex challenges. With a strong focus on innovation and efficiency, the IT team plays a crucial role in driving Inuvi's success and delivering exceptional value to our customers., We are looking for an exceptional Service Desk Analyst to be the first point of contact for colleagues across the business, delivering responsive, customer-focused support and ensuring issues are resolved efficiently and to a high standard. You will be highly proactive, with the ability to triage and prioritise incidents and requests, communicate clearly with users, and take ownership of tickets from initial diagnosis through to resolution or escalation. In this role, you will enhance the end-user experience by providing high-quality 1st and 2nd line support (and, where appropriate, 3rd line support), maintaining accurate documentation, and contributing to continuous improvement of our service desk processes. This position requires strong technical aptitude, excellent attention to detail, and a calm, professional approach when supporting users and managing multiple competing priorities., * Provide 1st and 2nd line technical support, and where appropriate assist with 3rd line support, across the organisation's IT estate

• Share day-to-day responsibility for the Service Desk function, ensuring all incidents, service requests, actions, and communications are accurately logged, updated, and resolved within agreed targets.
• Deliver a high standard of customer service, ensuring users are kept informed of progress and always receive a positive and professional support experience.
• Administer user accounts and access (including onboarding and offboarding), set up and configure new equipment, and follow internal starters and leavers processes.
• Triage, prioritise, and coordinate all Service Desk tickets, escalating where appropriate to internal teams or third-party suppliers in line with internal procedures and SLAs.
• Coordinate the activities of in-house technical staff and third-party support providers, ensuring effective resolution and clear ownership of issues.
• Maintain and regularly update Service Desk documentation, processes, and procedural guides to ensure accuracy and consistency.
• Proactively identify, suggest, and support service improvements to enhance reliability, efficiency, and user satisfaction.
• Research and recommend hardware and software solutions in response to business requests, supporting procurement decisions through the Service Desk.
• Perform general IT administration duties and provide support to IT projects as required.
• The role may require participation in an on-call rota, which may include evenings, weekends, or public holidays.

Do you have experience in Windows?, Technical skills

• Plenty of experience with service desk tools and ticketing systems
• Strong working knowledge of Windows desktop operating systems in a business environment, including day-to-day troubleshooting and user support.
• Working knowledge of Microsoft 365, including user administration, core services, and day-to-day operational support.
• Proven ability to diagnose and resolve hardware and software issues efficiently and methodically.
• Good understanding of Microsoft Active Directory and Microsoft Entra ID (Azure Active Directory), including user and device management, and how DNS and DHCP support end-user connectivity.
• Experience supporting iOS-based devices (e.g. iPhone, iPad) in a managed or business environment including setup, configuration, and common fault resolution.
• Solid understanding of networking fundamentals, including LAN, Wi-Fi, and basic WAN concepts relevant to end users.
• Experience of using automated tools to provision end user Windows computers.

Communication skills

• Excellent written and verbal communications skills are essential.
• Assertive and confident.
• Empathetic with a positive attitude towards helping others.

Decision making and Accountability

• Take day to day decisions and work independently, referring non-standard matters to senior staff for direction.
• Demonstrate initiative, strong planning & prioritising skills and being pro-active.
• Identify opportunities for continuous improvement in service delivery & efficiency., * Professional IT qualifications or equivalent experience related to the role.
• A passion for delivering excellent customer service.
• Ability to work in an organised & structured manner., * service desk tools and ticketing systems: 2 years (required)

Pulled from the full job description

• Life insurance
• Company pension
• Health & wellbeing programme
• Cycle to work scheme
• Free flu jabs, * A highly competitive salary with yearly reviews to keep you at the forefront.
• 22 days of holiday annually (plus bank holidays) to recharge, increasing each year with your work anniversary up to a luxurious 30 days.
• The chance to buy more holiday time each year for those extra adventures.
• Pension contributions up to 10%, with the option to enhance your savings through salary sacrifice.
• An annual wellness health check to ensure you stay in tip-top shape.
• Access to the Health Shield cash plan for added peace of mind.
• Death in service benefit for your loved ones' security.
• A cycle-to-work scheme to support a healthy, eco-friendly lifestyle.

Contract terms

This is a permanent fulltime role (37.5 hours per week) based at our office in Wokingham, Berkshire.

What happens next

After receiving your application, our team will review it and inform you of the next steps. If you are selected for the next stage, we will schedule an introductory Teams call to provide more information about our company, learn more about you, and understand your expectations. This will be an opportunity for you to ask any questions you may have. Please choose a time when you can be in a quiet place without distractions.

Depending on the outcome of the call, the following stage will involve a face-to-face interview at our Wokingham office, which will also include practical technical questions.

We are committed to equality, diversity, and inclusion. If you require any materials in an alternative format or need adjustments, please let us know and we will do our best to support your needs. You can find our privacy notice for prospective employees on o

Pay: £31,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Free flu jabs
• Health & wellbeing programme
• Life insurance

At Inuvi, our mission is to foster a work environment where innovation, collaboration, and personal growth are at the forefront. We believe in the power of diverse perspectives and strive to create a culture where every team member feels valued and empowered to contribute their unique ideas. Working with us means being part of a dynamic team that is passionate about making a positive impact on our customers and the industry.