1st line Service Desk Analyst

Working in the IT Service Desk Team to support our network of colleagues. When an employee reaches out for IT support, as the name suggests, they come to first line. 1st line service desk engineers can handle most everyday requests and IT issues and will aim to resolve these at first point of contact. A 1st line engineer should be an enthusiastic, self‑motivated team player with a passion for customer focus.

• Providing friendly, professional 1st line technical support within the IT Service Desk from multiple sources, including emails, phone calls and tickets
• Working closely with our 2nd line to ensure the issue is resolved or assigned to the correct level
• Supporting a Windows 11 desktop environment, and future upgrades
• Working as part of a team to help deliver small‑to‑medium sized IT projects
• Logging all calls on the call logging system
• Working on own initiative to diagnose and resolve technical issues
• Understanding of networking and TCP/IP protocols
• Proven experience using and troubleshooting Office 2016 / Office 365 within a network environment (permissions, calendar sharing, delegation)
• Experience of administering Office 365 including SharePoint Online (permissions, workflows, migration)
• Ensuring effective asset management and that the lifecycle is followed
• Administering identity management
• Helping to drive improvement and implement new processes to ensure high levels of service

• Achieve all agreed objectives with positively trending relative key performance indicators
• Show consistent delivery and continuous improvement in knowledge and understanding of IT systems
• Exceptional internal customer feedback
• Track record of good judgement knowing when to fulfil a customer request, when to seek support, and when to escalatelike a professional

• O365 Administration
• Exchange Server 2016 / Office 365 Exchange Administration
• Working with System Centre Configuration Manager
• Troubleshooting network issues for escalation
• Active Directory Administration including GPO
• IP Telephony Administration and Support
• Identity Management Administration and Support
• Basic programming skills (Power Shell, VB Script, .NET)
• Experience working in an ITIL Service Environment
• Experience identifying security risks / vulnerabilities and working with Information Security Team to ensure appropriate escalation

• A commitment to producing a high quality of work including competence, accuracy and thoroughness
• Works at pace, improving productivity through ensuring the completion of assigned tasks in a timely manner
• Demonstrates good communication skills working well with and communicating / escalating issues to the wider team
• Good team working skills, including working well with colleagues from around the business, adopting appropriate escalation and providing support to the business on various projects
• Uses initiative to logically understand, solve problems and seek out new tasks
• Dependable through good time keeping, positive attitude, meeting deadlines and working autonomously
• Shows a commitment to improving their knowledge of Information Technology and business systems
• Builds and maintains positive rapport with all employees
• Feeds back and asks questions when unsure about something
• Provides high-quality interactions, displaying confidence and assurance in service support
• Has a "can do" attitude

• Pension contributions and life assurance coverage
• Generous discounts at numerous high street and online retailers
• 25 days holiday, increasing to 28 days through length of service
• Enjoy your birthday off each year
• Purchase up to 10 additional holidays and sell up to 5 days per year
• Cycle to work and travel loans for people wanting a greener commute
• Comprehensive well‑being support, including round‑the‑clock access to a GP, mental health assistance, fitness programs, and complimentary legal and financial advice

• Hybrid working model: the choice to work remotely for two days
• Join or giving back initiative and support with charity fundraising and volunteering activities
• Enjoy fantastic on‑site amenities including a complimentary gym, free parking, subsidised café, and an on‑site bar for post-work drinks, quiz nights, and social gatherings
• Full‑time/Permanent contract of 37.5 hours per week
• No weekends and every bank holiday off