Service Desk Analyst

Are you an IT Service Desk or Technical Support professional who enjoys solving problems and helping people? Do you have strong knowledge of Microsoft technologies and a passion for delivering excellent customer service? Would you like to develop your IT career within a global manufacturing organisation where technology plays a key role in supporting business operations?

DENSO Marston Ltd, based in Shipley, West Yorkshire, is part of the global DENSO Corporation, one of the world's leading automotive technology manufacturers. We design and manufacture high-performance heat exchange units and cooling modules for leading OEMs across the off-highway, construction and agricultural sectors.

We are looking for a Service Desk Analyst to join our Information Systems team.

This is an excellent opportunity for a customer-focused IT professional to take on a varied, hands-on role, providing technical support across a busy manufacturing environment.

Working closely with colleagues across the business, you will be responsible for resolving day-to-day IT issues, supporting users with hardware and software requirements and helping to ensure the smooth and efficient operation of IT systems.

You will gain exposure to a broad range of technologies, contribute to IT improvement initiatives and play an important role in maintaining a reliable and secure IT environment.

Working Hours & Benefits

Working Hours:

Monday to Thursday:  8:30am – 5:00pm
Friday:
8:30am – 1:30pmBenefits include:

25 days' annual leave plus statutory bank holidays
Generous employer pension contribution
Life assurance
Permanent position within an established global organisation
Opportunities for professional development and technical learning

Key Responsibilities
As a Service Desk Analyst, your responsibilities will include:

Providing first-line and some second-line IT support to colleagues across the business, ensuring technical issues are resolved efficiently and professionally.
Logging, prioritising, investigating and resolving IT incidents and service requests through the service desk.
Supporting Microsoft Windows, Microsoft 365, Outlook, Teams and associated technologies.
Setting up and maintaining user accounts, access permissions and IT devices.
Installing, configuring and deploying laptops, desktop computers and mobile devices.
Maintaining accurate IT asset records, system documentation and support information.
Providing technical support for printers, meeting room technology, audio-visual equipment and other business systems.
Assisting with the support of peripheral IT equipment, including CCTV cameras, wireless access points and network switches.
Supporting cybersecurity, system patching and IT compliance activities.
Creating and maintaining knowledge base articles and user guides to support colleagues and improve service delivery.
Monitoring third-party IT contractors to help ensure safe working practices during factory IT projects.
Contributing to the continuous improvement of IT services, processes and systems.

Skills & Experience Required
We are looking for an approachable, technically capable individual who enjoys working with people and takes pride in delivering a high standard of IT support.

To be successful in this role, you will ideally have:

Previous experience working in an IT Service Desk, Help Desk or Technical Support environment.
Good working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
Experience using IT ticketing systems to manage and resolve incidents and service requests.
Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues.
Excellent communication and customer service skills, with the ability to explain technical information clearly to users of varying abilities.
Good organisational skills, with the ability to prioritise workloads and manage competing demands.
A proactive and methodical approach to resolving problems.
The ability to work independently while contributing positively to a wider team.
Strong attention to detail, reliability and a commitment to delivering a quality service.

Desirable

Skills & Qualifications
The following would be advantageous, although not essential:

ITIL Foundation certification.
Experience working with Microsoft Intune, Active Directory or Microsoft Entra .
Previous experience providing IT support within a manufacturing or engineering environment.
Microsoft or CompTIA certifications.

Why Join DENSO Marston?
At DENSO Marston, you will become part of an…