IT Service Desk Analyst

A leading professional services organisation is looking for an enthusiastic IT Service Desk Analyst to join their established, friendly team. You’ll be the first point of contact for users, delivering excellent customer service and resolving a wide range of IT issues across a modern Microsoft environment., * Acting as the first point of contact for all IT queries (approx. 20 calls per day)

• Resolving at least 16 tickets per day and managing incidents in line with ITIL and KPIs
• Troubleshooting using knowledge base articles, documentation, and support tools
• Keeping users updated and managing expectations throughout
• Ensuring all tickets contain accurate detail and troubleshooting steps
• Escalating issues where required and supporting colleagues with internal queries
• Coordinating workflow and triaging incidents as needed
• Reporting performance and updates to the Service Desk Manager

This is an ideal role for a proactive 1st Line Analyst who enjoys troubleshooting, working with a supportive team, and developing their skills in a large-scale environment., * Previous experience in a 1st Line / Service Desk Analyst role

• Strong knowledge of Microsoft O365 and ServiceNow
• Good understanding of IT systems including:
• Active Directory
• Windows 10
• SCCM
• Azure / SharePoint
• Mimecast
• Sophos
• Experience providing remote support across multiple sites
• A proactive, customer-focused approach to problem solving