Service Desk Analyst – SJR

11614

SJR

£28k – 32k per year

We are looking for a proactive and customer‑focused IT Service Desk Analyst to join their IT Service Desk team. You will play a key role in supporting business operations by delivering high‑quality technical support, fulfilling IT service requests, and contributing to a range of technical and business projects.

This is an excellent opportunity for an experienced IT support professional who enjoys working in a fast‑paced environment, managing priorities effectively, and helping to drive continuous improvement across IT services.

• Provide first‑ and second‑line technical support, ensuring incidents and service requests are prioritised and resolved in line with agreed SLAs.
• Accurately log support calls and update actions to agreed standards.
• Manage high‑priority incidents and coordinate communication and resolution activities.
• Ensure compliance with IT security policies and procedures, escalating any breaches as appropriate.
• Follow established change control processes.
• Liaise with third‑party suppliers to resolve issues and deliver services.
• Manage the full lifecycle of end‑user computing devices, including procurement, build, deployment, maintenance, upgrades, and secure disposal.
• Help ensure adequate Service Desk coverage during supported business hours.
• Participate in IT projects and service improvement initiatives.
• Provide remote support to users across multiple office locations.
• Monitor infrastructure status and performance to identify and resolve issues proactively.
• Create and maintain documentation for IT systems, processes, and procedures.
• Stay up to date with emerging technologies and industry best practices.
• Identify opportunities to reduce errors, improve efficiency, and lower operational costs.

• Previous experience in an IT support or Service Desk role.
• Working knowledge of:
  • Microsoft Windows and Microsoft 365
  • Windows Server (2016, 2019, 2022)
  • Windows 10 and Windows 11
  • Networking concepts including TCP/IP, routing, DNS, and DHCP
  • iOS devices
• Sound knowledge of computer hardware and troubleshooting techniques.
• Strong customer service and communication skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Excellent documentation and organisational skills.

• Experience supporting IT systems within a regulated or financial services environment.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation.