IT Service Desk Analyst

• Provide 1st line IT support via telephone and remote support tools
• Log, prioritise and manage incidents and service requests
• Diagnose and resolve desktop hardware and software issues
• Support users with system and network access
• Configure and support desktop applications
• Use remote administration tools to troubleshoot user issues
• Escalate unresolved incidents to 2nd line teams where appropriate
• Keep users updated throughout the resolution process
• Maintain accurate asset, equipment and ticket information
• Support software installations, upgrades and desktop deployments
• Assist with user account and email administration
• Maintain and contribute to the Service Desk knowledge base
• Work with external suppliers where required
• Ensure all work is completed in line with security, data protection and service desk procedures

Technologies:

• Hardware
• Support
• Network
• Security

• Previous experience working within an IT Service Desk or 1st Line Support role
• Strong customer service and communication skills
• Experience troubleshooting desktop hardware, software and applications
• Knowledge of user account and access administration
• Comfortable using remote support and administration tools
• Ability to prioritise incidents based on severity and business impact
• Strong attention to detail when logging and documenting issues
• Ability to work effectively within SLAs and established processes
• A proactive and customer-focused approach

Our client is looking for an experienced Service Desk Analyst to join our IT team on an initial 3-month contract in Hereford, with 1 day a week in the office. This is a full-time contract role working Monday to Friday between 8am and 5:30pm on a rota basis, offering up to £180 per day. We provide a remote support environment with broad exposure across desktop, application and access support, and the opportunity to support a large and varied user base while contributing to service improvements and technical documentation.