IT Service Desk Analyst

Exemplar Ltd

Sheffield, UK

3 months ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

2 years minimum

Compensation

£27,182.0

Working hours

Regular working hours

Languages

English

Job source

find.jobs

Tech stack

Microsoft Windows Active Directory Ad Management Apple IOS Apple Mac Systems CompTIA Network+ CompTIA Security+ Dynamic Host Configuration Protocol Domain Name System (DNS) Issue Tracking Systems Local Area Networks Network Troubleshooting

+7 more

Microsoft Software Wide Area Networks Data Logging Computer Network Technologies Microsoft InTune SolarWinds (Software) User Accounts

Job 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

Requirements

As a 1st Line Service Desk Analyst, you are the first point of contact for users needing technical support. Your role involves answering calls, emails and tickets, logging incidents accurately and providing initial troubleshooting for hardware, software and network issues. You will resolve common problems or escalate more complex issues to senior teams when needed. Excellent communication and customer service skills are essential., proven 1st line Service Desk support (min 2 years)

Supporting Windows 11 and Microsoft 365

excellent customer service skills

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

iPhones

Desirable systems experience:

Intune

iOS / iPad

SolarWinds Service Desk

Sophos

Draytek

Barracuda

Datto

Mac OS experience

Manage Engine- Exchange Plus and AD Manager Plus

Qualifications

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

ITIL Foundation Qualification (desirable).

About the company

Exemplar Health Care is one of the country s leading nursing care providers for adults living with complex needs. We have 50+ care homes across England that support adults living with complex mental health needs, dementia, neuro-disabilities and physical disabilities. As well as stable and secure employment opportunities, we offer great benefits and perks, and plenty of opportunities to learn, develop and progress