Lead IT Service Desk Analyst

Our client is seeking a Lead IT Service Desk Analyst to act as the first point of contact for all IT support across the organisation, based in Ipswich. This role is focused on delivering a professional, customer-focused service, ensuring incidents and service requests are resolved efficiently while maintaining high service standards and contributing to continuous improvement. This role will include supervising a few team members - a fantastic next step for someone who is ready.

• Act as the first point of contact for IT support requests and technical issues via phone, email and the service desk.
• Log, prioritise and manage incidents and service requests in accordance with agreed service levels (SLAs).
• Resolve a wide range of first-line hardware, software and system issues
• Provide day-to-day support across Microsoft 365, end-user devices and core business applications.
• Manage user onboarding and offboarding, including account creation, access permissions and equipment provisioning.
• Deliver IT inductions for new starters, ensuring they are confident using business systems, devices and collaboration tools from day one.
• Offer ongoing guidance and informal training to improve user confidence, system adoption and digital skills.
• Deliver a high standard of customer service, creating a positive and professional support experience.
• Support laptops, desktops, mobile devices, printers and other peripheral equipment.
• Assist with device imaging, configuration, deployment and replacement.
• Supervise team
• Get involved in wider IT projects
• Supporting with 2nd / 3rd line support issues where required
• Building relationships across the organisation

• 3 years + in an IT Support role in a large scale organisation
• Abiltiy to step up into a people supervisory role, ensuring functions are running day to day
• Exposure to Active Directory / Microsoft Entra.
• Experience with ticketing tools (Zendesk, ServiceNow, Jira, etc.).
• Understanding of ITIL principles and service management processes.
• Basic networking knowledge (DNS, DHCP, VPN).

Pulled from the full job description

• Flexitime
• Employee discount
• Additional leave
• Store discount
• Cycle to work scheme, * Additional leave
• Cycle to work scheme
• Flexitime
• Store discount