IT Service Desk Analyst

EBC are currently recruiting for a 1st Line Service Desk Analyst to join an exciting and growing Managed Service Provider support team. You will be responsible for ensuring that all customer calls are answered promptly, provide excellent customer service, and diagnose a range of technical faults for a wide variety of clients.

The ideal candidate for this role is somebody that enjoys learning and has a passion for technology. Somebody that thrives to deliver excellent customer service and be part of a great team. You will be the first point of contact for our customers and therefore must be a clear and confident communicator., * Provide first-line support for IT incidents and service requests.

• Diagnose and resolve hardware, software, operating system, and network-related issues.
• Manage incidents through to resolution using IT Service Management (ITSM) tools.
• Escalate complex issues to escalation teams where appropriate.
• Monitor ticket queues and ensure timely updates and resolution.
• Identify recurring incidents in order to aid root cause analysis.
• Deliver high-quality customer service.
• Support customers through various methods such as phone, email & chat.
• Manage user expectations and communicate progress effectively.
• Support Microsoft Windows environments and Microsoft 365 applications.
• Administer user accounts, permissions, and access management.
• Support Active Directory, Azure AD/Entra ID, VPNs, and remote access solutions.
• Assist with workstation, laptop, mobile device, and peripheral deployments.
• Troubleshoot connectivity, printer, and collaboration platform issues.
• Contribute to knowledge base articles and technical documentation.

Experience/knowledge of following systems would be advantageous:

• Windows Server
• Active Directory / Entra ID
• Microsoft 365
• Azure
• Windows Operating Systems
• Network fundamentals

• Great customer service skills
• A knowledge of / interest in technology
• Be confident communicator via email and telephone
• A methodical approach to troubleshooting issues
• Be a team player

Pulled from the full job description

• Sick pay
• Free parking
• Company pension
• Private medical insurance
• Cycle to work scheme
• On-site parking

Due to ongoing business growth, an exciting opportunity has arisen for a service desk analyst to join an industry-leading integrated technology provider based in Halesowen, Birmingham. This person will join an existing technical services team delivering tailored, bespoke & sometimes complex solutions into clients. EBC Group has a wealth of experience in providing managed IT services to businesses across the UK. At the forefront of business innovation, the EBC Group services encompass a comprehensive range of managed services including Infrastructure as a Service, unified communications, backup and disaster recovery, managed print solutions and many more.