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# IT Service Desk Analyst

- **Company:** BUUK Infrastructure
- **Location:** Bury St Edmunds, UK
- **Salary:** £30,000.0
- **Contract:** Permanent contract
- **Skills:** ASP.NET, Active Directory, Cyber Security, Dynamic Host Configuration Protocol, Domain Name System (DNS), Virtual Private Networks (VPN), Network Troubleshooting, Microsoft Operating Systems, Microsoft Software, Remote Desktop Services, Data Logging
- **Published:** July 9, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5794008237

## About the Role

* GCSE grade C / 5 in English and Maths, or equivalent
 * Experience working within an IT service desk / IT Support environment
 * Customer services background
 * Experience supporting Microsoft operating systems, Active Directory and Exchange
 * Excellent verbal skills in person, phone or virtual meetings
 * Excellent written communications
 * Excellent problem solving skills
 * Highly organised and self-motivated
 * Ability to deal with potentially stressful situations calmly
 * Assertive, confident, positive and professional manner
 * Ability to prioritise to achieve SLA
 * Maintain high attention to detail
 * Desirable: CompTIA A and Network, Security or equivalent
 * IT based A level Grade C or above / BTEC or equivalent
 * Degree or equivalent
 * ITIL certification
 * Support based Microsoft technologies accreditation
 * Knowledge of Remote Desktop Services technologies
 * Network troubleshooting experience
 * Knowledge of DHCP, DNS, VPN
 * Experience using ITSM packages
 * Knowledge of smartphone & mobile device support
 * Ability to troubleshoot IT related issues
 * Good understanding of IT security and awareness of cyber security best practices

## Description

* Providing excellent customer service via the telephone, email and the ITSM system
 * Maintaining the high standards required for BUUK internal service levels
 * Working in a front of house position offering in person customer and technical services
 * Logging, investigating, resolving and/or managing incidents and service requests through to completion to a satisfactory customer resolution
 * Proactively manage communication for all Incident/Request statuses through to resolution
 * Provide user support and coaching for end-users utilising BUUK systems
 * Maintaining a rapport with customers by understanding their role within the organisation
 * Complete the setup of new starters, role changes & leavers
 * Offer first line support out of hours as specified on the team rota
 * Any other appropriate duties as required by the Service Desk manager

Technologies:

 * Active Directory
 * Support
 * ITIL
 * ITSM
 * Mobile
 * Network
 * Security
 * VPN
 * ASP.NET
 * ICT


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