ICT Service Desk Analyst

Reporting to the Technical Services Manager, you’ll act as the first point of contact for colleagues requiring IT support, providing both remote and face-to-face assistance.

You’ll be responsible for logging, managing and resolving incidents and service requests, ensuring excellent customer service and clear communication throughout the resolution process., * Act as the first point of contact for IT support via phone, email and face-to-face interactions

• Log, categorise, prioritise and manage incidents through the IT Service Management system
• Deliver first-line technical support across hardware, software and business applications
• Escalate and manage incidents with 2nd and 3rd line support teams when required
• Configure and support laptops, desktops, mobile devices and peripherals
• Create user accounts, manage permissions and reset passwords through Active Directory
• Support Microsoft 365 applications and Windows 10 environments
• Configure and support Apple and Android devices
• Deploy and configure laptops using ManageEngine and imaging tools
• Support Citrix desktop environments both remotely and on-site
• Maintain accurate asset records and equipment inventories
• Produce user guides and provide training where appropriate
• Provide support across multiple UK locations, both remotely and on-site

If you’re passionate about technology, enjoy solving problems, and thrive in a fast-paced support environment, we’d love to hear from you., * Minimum 2 years’ experience in a 1st Line Service Desk or IT Support role (Less is acceptable if engaged with the industry)

• Driver’s licence or willingness to learn to drive
• Strong working knowledge of:
• Microsoft 365
• Windows 10
• Active Directory
• Apple and Android devices
• Desktop and laptop hardware
• Network troubleshooting
• Experience working with service desk ticketing systems
• Excellent fault-finding and problem-solving skills
• Outstanding customer service and communication skills
• Ability to prioritise workload and work independently
• Full UK driving licence and access to a vehicle for business use
• GCSE Maths and English (or equivalent)

Desirable

• ITIL v3 or v4 Certification
• Microsoft Certified Professional (MCP) or equivalent

What You’ll Bring

We’re looking for someone who is:

Customer-focused and approachable

Methodical and analytical when resolving technical issues

A confident communicator with strong attention to detail

Eager to learn and develop new technical skills

Adaptable, proactive and willing to go the extra mileWhy Liberty?, * Analytical Thinking

• Communication Skills
• Customer Service
• ITIL
• Microsoft Office
• Microsoft Windows OS
• Mobile Device Management
• Networking Skills
• Problem Solving
• User Experience & Management