Service Desk Analyst

IT Service Desk Analyst

Somerset | On-site

Yolk Recruitment are supporting a leading organisation in their search for an IT Service Desk Analyst to join their busy IT Service Desk team based in Somerset.

This is an opportunity to join a collaborative IT team providing technical support across the business, resolving incidents and service requests while ensuring excellent customer service and adherence to SLAs.

This role would suit someone with previous IT Service Desk or Desktop Support experience, or someone with a strong IT foundation looking to develop their career in a fast-paced support environment.

• Troubleshooting and resolving IT hardware and software incidents remotely and in person.
• Managing service requests, including employee onboarding and offboarding.
• Monitoring and managing support tickets, ensuring SLA targets are achieved.
• Maintaining accurate ticket updates and documentation.
• Supporting endpoint security by updating operating systems and third-party software.
• Assisting with the imaging, deployment, maintenance and configuration of laptops, desktops, Macs and mobile devices.
• Supporting other functions within the IT Service Desk as required.
• Occasionally travelling to other company sites when required.

• A formal IT qualification or strong foundational IT knowledge with a genuine interest in technology.
• Strong communication skills.
• Excellent troubleshooting, analytical and problem-solving abilities.
• Ability to work independently and take ownership of assigned tasks.
• Strong understanding of hardware and software troubleshooting.
• Good understanding of networking fundamentals.

• Previous experience working within an IT Service Desk or Desktop Support role.
• Experience working within a Microsoft 365 hybrid environment.
• ITIL Foundation certification.
• Full, clean UK driving licence.

• 25 days annual leave plus Bank Holidays.
• Pension scheme.
• Enhanced Maternity and Paternity Pay.
• Cycle to Work scheme.
• Free on-site parking.