IT Service Desk Analyst
Role details
Job location
Tech stack
Job description
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
Requirements
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
Qualifications
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).