IT Service Desk Analyst

They are looking for an IT Service Desk Analyst to join their busy support team, providing professional 1st line technical support and excellent customer service to a diverse user base.

You’ll be responsible for taking ownership of support requests, resolving issues wherever possible at first point of contact and ensuring anything requiring further technical assistance is escalated appropriately.

What You’ll Do:

• Provide professional 1st line IT support via telephone and remote support tools
• Log, prioritise and manage incidents and service requests accurately
• Troubleshoot desktop hardware, software and application issues
• Support user access, accounts, email configuration and network resources
• Provide remote technical assistance and initial fault diagnosis
• Escalate unresolved or high-priority incidents to the appropriate 2nd line teams
• Keep customers updated throughout the resolution process
• Maintain accurate asset, equipment and support records
• Install, configure and support desktop software and hardware
• Assist users with system functionality and provide basic technical guidance
• Maintain and contribute to the Service Desk knowledge base
• Work with external suppliers where required to resolve technical issues
• Follow information security, data protection and IT policies

• Previous experience within an IT Service Desk or 1st line support role
• Good understanding of desktop hardware, software and applications
• Strong troubleshooting and problem-solving skills
• Experience using remote administration/support tools
• Good understanding of user account and access administration
• Excellent communication and customer service skills
• Ability to prioritise workload based on business impact and urgency
• Strong attention to detail when recording incidents and technical information
• A professional and customer-focused approach

• Permanent, full-time opportunity
• Flexible Hereford / remote working environment
• Work across a varied range of customer environments
• Gain exposure to desktop, applications, user access and network technologies
• Join an established and supportive IT team
• Opportunity to develop your technical skills and progress within IT

About the Role Our client is an established technology services organisation supporting a range of public sector, healthcare and business customers across the region.