IT Service Desk Analyst

As an IT Service Desk Analyst, you’ll act as the first point of contact for IT-related queries and support requests, delivering a consistently high level of service across a wide range of systems, applications and hardware.

You’ll provide 1st and 2nd line support, troubleshoot technical issues, manage incidents through a call management system and support users through telephone, email, Teams, face-to-face and remote channels.

The role operates on a shift pattern between 08:00 and 19:00, providing coverage across the organisation’s core support hours.

Key Responsibilities

• Provide 1st and 2nd line support across IT applications and hardware
• Diagnose and resolve technical issues, escalating where appropriate
• Support software installations, upgrades and system maintenance
• Respond to users via Teams, email, telephone and face-to-face
• Assess the urgency and impact of incidents and prioritise accordingly
• Maintain clear communication with users throughout the resolution process
• Support mobile device administration using Microsoft Intune
• Identify recurring issues and contribute to longer-term improvements

• Follow established IT procedures, escalation processes and asset management protocols, If you’re an experienced IT Service Desk Analyst looking for a permanent role where you can make an impact, develop your technical skills and work within a collaborative professional services environment, we’d love to hear from you. Skills

• Active Directory
• IT Support

We’re looking for someone with strong IT knowledge and a genuine customer-first approach. Ideally, you’ll have experience within a professional services or similarly fast-paced environment.

You’ll ideally have experience with:

• Microsoft Office 365
• Active Directory
• SCCM
• Group Policy
• Windows OS
• Telephony and AV systems, including Avaya and video conferencing
• 1st line technical troubleshooting
• Remote support and desktop management

Experience or qualifications in ITIL, Azure Fundamentals, Intune or Windows Server would be advantageous.

Most importantly, you’ll be organised, proactive and technically curious, with excellent communication skills and a genuine desire to provide outstanding IT support.

This is a fantastic opportunity to join a dynamic and supportive IT team, providing first-class technical support to users across the business. The role offers a competitive salary of £25,000-£28,000, an annual bonus, annual salary review and an excellent wider benefits package., Alongside a competitive £25,000-£28,000 salary, the role offers:

• Annual bonus
• Annual salary review
• Contributory pension
• Life assurance
• BUPA healthcare
• 25 days’ holiday plus Bank Holidays
• Flexible working
• Enhanced maternity and paternity benefits
• A wide range of health and wellbeing benefits