Service Desk Analyst

Job Description We are seeking a diligent and organised professional to provide first-line technical support within a dynamic IT environment. The successful candidate will play a key role in resolving user issues efficiently while maintaining high standards of customer service. ❖ Respond promptly to service requests and incidents via phone, email, or ticketing system ❖ Diagnose and resolve hardware, software, and network-related issues ❖ Escalate complex problems to appropriate technical teams when necessary ❖ Maintain accurate documentation of incidents and resolutions in the service management system ❖ Collaborate with colleagues to ensure continuous service improvement and knowledge sharing ❖ Assist with user account management and access permissions ❖ Participate in scheduled system maintenance and updates as required ❖ Adhere to organisational policies, including data security and confidentiality ❖ Provide clear and professional communication to users of varying technical ability ❖ Support the IT team in meeting service level agreements and performance targets Requirements The ideal candidate will possess a strong technical aptitude combined with excellent communication skills to effectively support end-users and resolve IT issues promptly. They should be highly organised, collaborative, and able to work efficiently within a team environment while managing multiple tasks. ❖ Proven experience in a service desk or IT support role ❖ Sound knowledge of Windows and Mac operating systems, along with common office software ❖ Familiarity with incident management and ticketing systems ❖ Strong problem-solving skills with the ability to diagnose and resolve technical issues remotely and on-site ❖ Excellent verbal and written communication skills, ensuring clear and professional interaction with users ❖ Ability to prioritise workload effectively and manage time efficiently ❖ A customer-focused approach with a commitment to delivering high-quality service ❖ Willingness to work flexibly, including occasional out-of-hours support if required ❖ Relevant IT certifications such as ITIL Foundation or CompTIA A+ are advantageous ❖ Eligibility to work in the UK without sponsorship Benefits We offer a comprehensive benefits package designed to support your professional development and well-being. Our inclusive and collaborative working environment ensures you are valued and empowered to contribute effectively. ❖ Competitive salary with annual performance reviews ❖ Generous annual leave entitlement plus bank holidays ❖ Pension scheme with employer contributions ❖ Access to ongoing training and development programmes ❖ Employee assistance programme and wellbeing support ❖ Season ticket loan for public transport ❖ Opportunities for career progression within a structured framework ❖ Inclusive and supportive workplace culture promoting work-life balance