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# IT Service Desk Analyst

- **Company:** Exemplar Ltd
- **Location:** Sheffield, UK
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Ad Management, Apple Mac Systems, CompTIA Network+, CompTIA Security+, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Local Area Networks, Network Troubleshooting, Microsoft Software, Wide Area Networks, Computer Network Technologies, User Accounts
- **Published:** August 30, 2026
- **Apply:** https://www.collegerecruiter.com/job/2815449357-it-service-desk-analyst

## About the Role

* Proven 1st line Service Desk support (minimum 2 years)
 * Supporting Windows 11 and Microsoft 365
 * Knowledge of Windows Server Operating Systems (2016, 2019)
 * Strong work ethic and self-motivation with the ability to work under pressure
 * Knowledge of networking technologies TCP/IP, DNS, LAN, WAN, DHCP
 * Active Directory experience
 * Sophos
 * Draytek
 * Barracuda
 * Datto
 * Mac OS experience
 * Manage Engine - Exchange Plus and AD Manager Plus, * GCSE's at Grade C or above in English & Mathematics or equivalent
 * Industry Standard computing qualifications such as Microsoft and CompTIA, CompTIA Network+, Security+, Server+ or other certification

## Description

* Act as the first point of contact for all IT support queries
 * Answer calls, emails and self-service tickets promptly
 * Log and categorise incidents and service requests accurately
 * Provide first-line troubleshooting for hardware, software and network issues
 * Guide users through solutions in a clear and friendly manner
 * Escalate complex or unresolved issues to second-line support
 * Maintain detailed and accurate records in the ticketing system
 * Set up and configure new user accounts, equipment and basic software
 * Support password resets and access requests


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