Service Desk Analyst

Our client, a leader in IT services, is seeking a Service Desk Analyst to join their Leicester based team. This critical role will provide 2nd line support within a busy service/helpdesk team, ensuring all IT, communications, and systems are supported efficiently. The ideal candidate will have strong technical expertise in troubleshooting, systems management, and a keen eye for detail, contributing to the smooth operation of the company’s infrastructure., * Deliver 2nd line support within an ITIL-based service desk environment, ensuring all processes are followed and incidents are resolved effectively.

• Act as a point of contact for users, handling a wide range of technical requests and system outages.

• Provide 1st Line Support by logging incidents and requests into the service desk system when required.

• Offer 2nd Line Support by managing service desk tickets escalated from the front-line support team.

• Deploy, configure, and maintain software, hardware, and networks, including Active Directory, MFD printers, and scanners.

• Assist with networking and infrastructure, including managing Active Directory, backups, phone systems, and file security permissions.

• Support the administration of on-premises and cloud-based environments (e.g., Azure).

• Collaborate with the IT team to support system updates and occasional project implementations.

• Solid experience in an IT service desk role, with knowledge of ITIL processes.

• Proficient in Windows Server (2008-2019), Active Directory, Microsoft Office 365, and troubleshooting Outlook client setups.

• Strong networking knowledge, including TCP/IP, DNS, DHCP, VPNs, and firewall management (Sophos preferred).

• Experience with VMware virtualization, Microsoft Azure, and HP server and networking hardware.

• Ability to manage technical documentation, and support mobile devices (iOS, Android, Windows).

• Strong problem-solving skills and a customer-focused approach.

• Certifications such as ITIL Foundation, MCSA, CompTIA A+, or Security+ are highly desirable.