At a Glance
- Tasks: Be the go-to person for IT support, solving issues and helping users thrive.
- Company: Join a dynamic team in Ipswich with a hybrid work model.
- Benefits: Enjoy competitive pay, flexible working, and opportunities for growth.
- Other info: Great chance to learn and develop skills in a supportive environment.
- Why this job: Make a real difference by enhancing user experiences and supporting tech solutions.
- Qualifications: 1 year of IT support experience or strong enthusiasm for technology.
The predicted salary is between 40000 - 45000 £ per year.
Our client is seeking a Service Desk Analyst to act as the first point of contact for all IT support across the organisation, based in Ipswich offering Hybrid. This role is focused on delivering a professional, customer-focused service, ensuring incidents and service requests are resolved efficiently while maintaining high service standards and contributing to continuous improvement.
Service Delivery & Support
- Act as the first point of contact for all IT incidents and service requests via phone, email, and ticketing system.
- Provide first-line resolution for common issues across hardware, software, and systems.
- Work with third-party support providers where required, maintaining clear ownership of tickets and ensuring services are delivered in line with agreed expectations.
- Support users across core systems (Microsoft 365, Devices and Business Applications).
- Assist with onboarding and offboarding processes (account setup, access, equipment).
- Deliver end-user support including induction training for new starters, ensuring they are equipped to use core systems, devices, and collaboration tools effectively from day one.
- Provide ongoing guidance and informal training to users to improve system adoption and digital capability.
- Maintain a strong customer focus, ensuring a positive user experience.
- Assist with device builds, configuration, and deployment.
- Troubleshoot connectivity issues (WiFi, VPN, network access).
- Assist with cyber security monitoring and remediation tasks.
- Follow ITIL-aligned processes for Incident, Request, and Problem Management.
- Identify recurring issues and highlight trends to support root cause analysis.
Qualifications
- Around 1 year of experience in a Service Desk or IT support role (or strong demonstrable aptitude).
- Good understanding of Microsoft 365 (Outlook, Teams, SharePoint, etc.).
- Good understanding of Windows operating systems and desktop environments.
- Exposure to Active Directory / Microsoft Entra.
- Experience with ticketing tools (Zendesk, ServiceNow, Jira, etc.).
- Understanding of ITIL principles and service management processes.
- Basic networking knowledge (DNS, DHCP, VPN).
Locations
1st Line Support / Customer Service Analyst in Ipswich, Suffolk employer: Opus People Solutions Ltd
Our company is an exceptional employer, offering a dynamic work environment in Ipswich that promotes professional growth and a strong customer-focused culture. With hybrid working options, we prioritise employee well-being and development, providing ongoing training and support to enhance your skills in IT service delivery. Join us to be part of a collaborative team dedicated to continuous improvement and delivering high-quality IT support to our users.
