Service Desk Analyst

Full details of the job.

We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience‑led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.

Based in the UK, with offices globally USA, South Africa, Sri Lanka, Kuala Lumpur and Macedonia, we now provide a huge range of market‑leading managed services, Microsoft‑centric business software and cloud solutions to over 300 ambitious mid‑market organisations. And in response to our customers’ changing needs, and the growing threats we all face, we’ve massively strengthened our well‑established cyber security capabilities.

Our mission is to unleash the potential of people through amazing IT experiences.

• Be the best you can be
• We do what we say
• Together we win

As Service Desk Analyst you will be part of the 24/7 Service Operations team, playing a key role in the delivery of high‑quality technical support for our customers. You will be responsible for providing technical assistance, troubleshooting, and support to end‑users on a 24/7 shift basis.

This role will support the business outside of core hours during the evening and on weekends.

• Provide first‑line support for all IT‑related issues with a primary focus on Windows operating systems and Microsoft technology.
• Diagnose and resolve hardware, software, and network issues in a timely and efficient manner.
• Respond to service desk tickets, emails, and phone calls, ensuring a high level of customer satisfaction.
• Possess in‑depth knowledge and hands‑on experience with various versions of Windows OS (Windows 7, 8, 10) and server editions.
• Perform system installations, configurations, and upgrades for Windows environments.
• Troubleshoot and resolve issues related to Windows OS, including system performance and security.
• Expertise in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and troubleshooting issues related to these applications.
• Experience with Microsoft Exchange for email administration and support.
• Knowledge of Active Directory, Group Policy, and other Microsoft server technologies.
• Develop and maintain user guides, FAQs, and documentation for common technical issues.
• Provide training sessions to end‑users on Windows and Microsoft applications to enhance their proficiency.
• Collaborate with other IT teams to elevate and resolve complex technical issues.
• Communicate effectively with end‑users, keeping them informed about the status of their support requests.

• Active Directory management
• ITSM call management (any ITSM toolset experience such as Service Now)
• Understanding of SLAs
• Ability to work night shift and weekend out of hours
• Ability to learn quickly
• Great communications
• Great customer service