Service Desk Analyst

Are you a problem-solver who enjoys helping others and wants to develop your career in IT? As a Service Desk Analyst, you'll be a key point of contact for IT support, providing fast and effective assistance to colleagues across the business. You'll troubleshoot and resolve a wide range of technical issues, taking ownership from initial contact through to resolution or appropriate escalation.

Working as part of a collaborative IT and Service Management team, you'll help deliver a positive user experience while developing your technical knowledge across Microsoft 365, endpoint management, identity and cloud technologies. We're particularly interested in candidates who bring a strong customer-service mindset, take ownership of problems and are keen to develop their technical capability. What you'll be doing:

• Acting as a key point of contact for IT issues and support queries across the business.
• Providing technical support across hardware, software, Microsoft 365 and end-user devices, resolving requests at first contact wherever possible.
• Logging, prioritising and managing incidents accurately within the Service Desk system, ensuring appropriate SLA assignment.
• Taking ownership of support tickets from initial contact through to resolution, keeping users updated throughout.
• Assessing the impact of incidents and escalating more complex issues to internal technical teams or third-party suppliers when required.
• Delivering a high level of customer service while maintaining a positive, professional and service-oriented approach.
• Working within established Incident Management processes, Service Level Agreements and wider Service Management practices.
• Maintaining, updating and using support documentation, SOPs, knowledge articles and IT asset information.
• Working collaboratively with internal teams and third-party vendors to resolve issues and ensure service commitments are met.
• Contributing to continuous service improvement, identifying recurring issues and opportunities to improve the support experience.
• Supporting Service Desk reporting, knowledge sharing and wider improvement activities.
• Excellent communication skills, both written and verbal, with a professional and friendly approach.
• A strong customer-service mindset and a passion for delivering a positive user experience.
• Experience working within a Service Desk or IT Support environment.
• Strong troubleshooting and problem-solving skills, with the ability to investigate and resolve a range of IT issues.
• Experience working within a structured Service Management environment, with an understanding of Incident Management processes and SLAs.
• Experience using Service Desk/ticketing systems and maintaining clear and accurate support records.
• A proactive approach to taking ownership of issues through to resolution.
• The ability to work effectively with colleagues, technical teams and third-party suppliers.
• Strong attention to detail and a willingness to learn and develop.

• Microsoft 365, including Outlook, Teams, One Drive and SharePoint Online.
• Microsoft Entra , including user administration, group membership, password resets and MFA.
• Microsoft Intune and supporting managed Windows 11 devices, including device enrolment and policy troubleshooting.
• Windows 11 administration and troubleshooting.
• Active Directory and an understanding of DNS, DHCP and networking fundamentals.
• Azure-based identity and authentication services.
• SharePoint Online permissions, site access and document library support.
• Microsoft Defender and endpoint security concepts.
• Hybrid cloud environments.
• Cybersecurity and information-security best practices.