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# Lead IT Service Desk Analyst

- **Company:** Opus People Solutions Ltd
- **Location:** Ipswich, UK
- **Experience:** Expert
- **Salary:** £30,000.0 - £35,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, JIRA, Business Software, Business Systems, Collaborative Software, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Virtual Private Networks (VPN), Networking Basics, Azure Active Directory, Information Technology, Zendesk, Servicenow
- **Published:** July 17, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=96ea423e924c4429

## About the Role

* 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).

## Description

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


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