Service Desk Analyst

My customer is looking for a customer-focused Service Desk Analyst to provide IT support across service desk tickets, desktop support, AV and meeting room technology. The successful candidate will have excellent communication skills, a proactive approach and a strong focus on delivering a positive user experience.

• Experience working within an IT service desk or IT support environment.
• Windows 10/11 desktop support and troubleshooting.
• Hardware, software and peripheral support.
• Experience managing incidents and service requests through a ticketing system.
• AV and meeting room technology support.
• Microsoft 365 support experience.
• Excellent customer service and communication skills.
• Strong troubleshooting, prioritisation and problem-solving abilities.

• Manage and resolve service desk tickets and user support requests in line with agreed SLAs.
• Provide hands‑on desktop support for hardware, software and Windows‑related issues.
• Support meeting rooms, AV equipment and conferencing technology.
• Troubleshoot IT issues and escalate where necessary.
• Provide clear communication and regular updates to users throughout the resolution process.
• Assist with IT equipment setup, deployments and general onsite support.
• Work collaboratively with wider IT teams to ensure timely resolution of issues.

The Service Desk Analyst is required onsite, 5 days a week in Cambridge.