Service Desk Analyst

We’re looking for a proactive and customer‑focused Service Desk Analyst to join our IT team. This role involves providing first‑class technical support to employees across the business, resolving IT incidents and service requests while maintaining an excellent customer experience.

• Provide first‑ and second‑line support for IT incidents and service requests.
• Diagnose and resolve hardware, software, operating system, and network‑related issues.
• Manage incidents through to resolution using IT Service Management tools.
• Escalate complex issues to specialist teams where appropriate.
• Monitor ticket queues and ensure timely updates and resolution.
• Perform root cause analysis for recurring incidents.
• Deliver high‑quality customer service to internal and external users.
• Support users via phone, e‑mail, chat, remote access, and face‑to‑face interactions.
• Provide clear technical guidance and user education.
• Manage user expectations and communicate progress effectively.
• Support Microsoft Windows environments and Microsoft 365 applications.
• Administer user accounts, permissions, and access management.
• Support Active Directory, Azure AD/Entra , VPNs, and remote access solutions.
• Assist with workstation, laptop, mobile device, and peripheral deployments.
• Troubleshoot connectivity, printer, and collaboration platform issues.
• Contribute to knowledge base articles and technical documentation.
• Identify opportunities to improve service delivery and support processes.
• Participate in problem management activities.
• Support system upgrades, migrations, and IT projects.
• Follow IT security policies and best practices.
• Support identity and access management processes.
• Assist with security incident reporting and investigation.
• Ensure compliance with organisational standards and regulatory requirements.

• Microsoft Windows 11 administration and support.
• Microsoft 365 administration and troubleshooting.
• Active Directory and Entra  (Azure AD).
• Exchange Online and Outlook support.
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN) (desirable).
• Remote support tools and endpoint management.
• Mobile device support (iOS and Android).
• ITSM platforms such as Service Now, Jira Service Management, Fresh service, or Manage Engine.
• Basic Power Shell scripting and automation.
• Hardware diagnostics and deployment.
• Incident Management.
• Request Fulfilment.
• ITIL framework knowledge.
• Excellent communication and interpersonal skills.
• Strong customer service orientation.
• Analytical problem‑solving abilities.
• Ability to prioritise workload in a fast‑paced environment.
• Attention to detail and accuracy.
• Team collaboration and stakeholder management.
• Ability to explain technical concepts to non‑technical users.

• Experience in a Service Desk, IT Support, or Technical Support role.
• Proven experience supporting enterprise environments.
• Experience working with Microsoft technologies and cloud‑based services.
• Demonstrated ability to resolve complex technical issues independently.
• Experience mentoring junior analysts is advantageous.
• Experience working within ITIL‑based support environments.