Service Desk Analyst

Service Desk Analyst – 12-Month Contract – Cambridge

My customer is looking for a customer-focused Service Desk Analyst to provide IT support across service desk tickets, desktop support, AV and meeting room technology. The successful candidate will have excellent communication skills, a proactive approach and a strong focus on delivering a positive user experience.

Skills Required from the Service Desk Analyst:

Experience working within an IT service desk or IT support environment.
Windows 10/11 desktop support and troubleshooting.
Hardware, software and peripheral support.
Experience managing incidents and service requests through a ticketing system.
AV and meeting room technology support.
Microsoft 365 support experience.
Excellent customer service and communication skills.
Strong troubleshooting, prioritisation and problem-solving abilities.
Key Responsibilities of the Service Desk Analyst:

Manage and resolve service desk tickets and user support requests in line with agreed SLAs.
Provide hands-on desktop support for hardware, software and Windows-related issues.
Support meeting rooms, AV equipment and conferencing technology.
Troubleshoot IT issues and escalate where necessary.
Provide clear communication and regular updates to users throughout the resolution process.
Assist with IT equipment setup, deployments and general onsite support.
Work collaboratively with wider IT teams to ensure timely resolution of issues.
The Service Desk Analyst is required onsite, 5 days a week in Cambridge.

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