Service Desk Analyst

Position: Service Desk Analyst  Up to £35,000.00 / year
# Service Desk Analyst Posted 15th July 2026

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Ipswich, Suffolk Salary Up  to £35,000.00/year

Job Type Permanent Job  Discipline—Our client is seeking a IT Service Desk Analyst to act as the first point of contact for all IT support across the organisation, based in Ipswich offering hyrbid. This role is focused on delivering a professional, customer-focused service, ensuring incidents and service requests are resolved efficiently while maintaining high service standards and contributing to continuous improvement.
** Service Delivery & Support
*** Act as the first point of contact for all IT incidents and service requests via phone, email, and ticketing system.
* Log, categorise, and prioritise tickets in line with agreed SLAs.
* Provide first-line resolution for common issues across hardware, software, and systems.
* Escalate more complex issues to 2nd/3rd line teams where required, ensuring clear handover.
* Work with third-party support providers where required, maintaining clear ownership of tickets and ensuring services are delivered in line with agreed expectations.
* Proactively manage and update tickets to resolution, keeping users informed throughout.
** User Support
*** Support users across core systems (Microsoft 365, Devices and Business Applications).
* Assist with onboarding and offboarding processes (account setup, access, equipment).
* Deliver end-user support including induction training for new starters, ensuring they are equipped to use core systems, devices, and collaboration tools effectively from day one.
* Provide ongoing guidance and informal training to users to improve system adoption and digital capability.
* Maintain a strong customer focus, ensuring a positive user experience.
** Device & Systems Support
*** Support laptops, mobile devices, printers, and peripherals.
* Assist with device builds, configuration, and deployment.
* Troubleshoot connectivity issues (WiFi, VPN, network access).
* Perform routine checks and basic system maintenance tasks.
* Assist with cyber security monitoring and remediation tasks.
** Process & Continuous Improvement
*** Follow ITIL-aligned processes for Incident, Request, and Problem Management.
* Contribute to the creation and maintenance of knowledge base articles.
* Identify recurring issues and highlight trends to support root cause analysis.
* Support service improvements to enhance efficiency and user satisfaction.
** Person Specification
**** Essential Experience & Skills
*** Around 1 year of experience in a Service Desk or IT support role
* Good understanding of Microsoft 365 (Outlook, Teams, SharePoint, etc.).
* Good understanding of Windows operating systems and desktop environments.
* Strong troubleshooting and problem-solving skills.
* Excellent communication skills, both technical and non-technical.
* Ability to manage workload and prioritise effectively.
** Desirable
* ** Exposure to Active Directory / Microsoft Entra.
* Experience with ticketing tools (Zendesk, Service Now, Jira, etc.).
* Understanding of ITIL principles and service management processes.
* Basic networking knowledge (DNS, DHCP, VPN).
* Experience supporting SaaS applications.
** Behaviours & Attributes
*** Customer-focused with a proactive, "can-do" attitude.
* Strong attention to detail and ownership of tasks.
* Able to work both independently and as part of a team.
* Willingness to learn and develop technical skills.
* Calm and professional under pressure.
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