IT Service Desk Analyst

We are looking for a motivated and customer-focused IT Service Desk Analyst to join a friendly, hands-on IT support team.

This is an excellent opportunity for someone with practical IT support experience who enjoys troubleshooting technical issues, helping colleagues and ensuring that day-to-day IT operations run smoothly.

Working as part of a small team, you will provide a combination of remote and face-to-face technical support, assisting with everything from everyday hardware and software issues to user account administration, device management and IT security.

You will receive training on internal systems, tools and processes, making this a great opportunity to develop your technical knowledge and broaden your experience within an established IT environment., * Provide first-line IT support to users via telephone, email, remote support tools and face-to-face.

• Log, investigate, diagnose and resolve IT incidents and service requests, ensuring users are kept informed throughout.
• Troubleshoot issues relating to Microsoft 365, Windows, hardware, software, printers, Wi-Fi, VPNs and network connectivity.
• Set up, configure, deploy and maintain laptops, desktops, mobile devices and associated peripherals.
• Install approved software and assist with software updates, security patching and device compliance.
• Support user account administration, password resets, multi-factor authentication and access permissions.
• Assist with employee onboarding and offboarding, including preparing user accounts and IT equipment.
• Maintain accurate IT records and documentation, supporting internal audits, compliance requirements and information security processes.
• Assist with IT projects, system upgrades and technology rollouts.
• Liaise with external IT suppliers where necessary, helping to investigate and resolve technical issues.
• Escalate more complex or security-related issues appropriately.

IT Administration Skills, IT and Communication Skills, We are keen to hear from candidates who have a practical understanding of IT support and enjoy providing a helpful, professional service to end users.

You will ideally have:

• Previous experience in an IT support, service desk, helpdesk or desktop support role.
• Confidence troubleshooting computer hardware, software, user accounts, printers and connectivity issues.
• A methodical approach to diagnosing problems, documenting solutions and managing support requests.
• A good understanding of IT security and the importance of following established procedures.
• Strong communication and customer service skills, with the ability to explain technical issues clearly to non-technical users.
• Excellent organisational skills and attention to detail.
• A proactive attitude, willingness to learn and the ability to take ownership of tasks.
• A professional and reliable approach, with an understanding of confidentiality and data security.

Desirable Experience

The following knowledge or experience would be advantageous:

• Windows 11 and Microsoft 365 applications, including Outlook, Teams and OneDrive.
• Sophos or similar antivirus and endpoint security solutions.
• Active Directory and Group Policy.
• Endpoint management and software deployment tools.
• Mobile devices, printers, peripherals, Wi-Fi, IP addressing and VPNs.
• IT security, compliance standards, audit processes and operational controls., * IT Administration Skills
• IT and Communication Skills

This is a full-time, office-based position working 37.5 hours per week, Monday to Friday.

The position is offered on a contract-to-permanent basis, providing an opportunity for longer-term career development.