Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Be the go-to person for IT support, solving issues and helping users thrive.
- Company: Join a dynamic organisation in Ipswich with a focus on customer service.
- Benefits: Enjoy a competitive salary, professional development, and a supportive work environment.
- Other info: Great opportunity for growth in a fast-paced, collaborative setting.
- Why this job: Make a real difference by enhancing user experiences and improving IT services.
- Qualifications: 1 year of IT support experience or strong aptitude; Microsoft 365 knowledge is a plus.
The predicted salary is between 30000 - 30000 ÂŁ 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 a salary of ÂŁ30,000. 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.
- Log, categorise, and prioritise tickets in line with agreed SLAs.
- Provide first-line resolution for common issues across hardware, software, and systems.
- Escalate more complex issues to 2nd/3rd line teams where required, ensuring clear handover.
- Work with third-party support providers where required, maintaining clear ownership of tickets and ensuring services are delivered in line with agreed expectations.
- Proactively manage and update tickets to resolution, keeping users informed throughout.
User Support
- 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.
Device & Systems Support
- Support laptops, mobile devices, printers, and peripherals.
- Assist with device builds, configuration, and deployment.
- Troubleshoot connectivity issues (WiFi, VPN, network access).
- Perform routine checks and basic system maintenance tasks.
- Assist with cyber security monitoring and remediation tasks.
Process & Continuous Improvement
- Follow ITIL-aligned processes for Incident, Request, and Problem Management.
- Contribute to the creation and maintenance of knowledge base articles.
- Identify recurring issues and highlight trends to support root cause analysis.
- Support service improvements to enhance efficiency and user satisfaction.
Person Specification
Essential Experience & Skills
- 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.
- Strong troubleshooting and problem-solving skills.
- Excellent communication skills, both technical and non-technical.
- Ability to manage workload and prioritise effectively.
Desirable
- 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).
- Experience supporting SaaS applications.
Behaviours & Attributes
- Customer-focused with a proactive, “can-do” attitude.
- Strong attention to detail and ownership of tasks.
- Able to work both independently and as part of a team.
- Willingness to learn and develop technical skills.
- Calm and professional under pressure.
Locations
Service Desk Analyst in Ipswich, Suffolk employer: Opus People Solutions Ltd
Contact Detail:
Opus People Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Ipswich, Suffolk
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to IT support. We recommend role-playing with a friend to get comfortable explaining your troubleshooting process and customer service approach.
✨Tip Number 3
Show off your skills! If you’ve got experience with Microsoft 365 or ticketing tools, be ready to discuss specific examples of how you’ve used them to solve problems. This will help you stand out as a candidate who knows their stuff.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Desk Analyst in Ipswich, Suffolk
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your experience with Microsoft 365 and any IT support roles you've had. We want to see how your skills match what we're looking for!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how you can contribute to our team. Keep it professional but let your personality show through!
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled tricky IT issues in the past. We love seeing candidates who can think on their feet and resolve problems efficiently!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can't wait to hear from you!
How to prepare for a job interview at Opus People Solutions Ltd
✨Know Your Stuff
Make sure you brush up on your knowledge of Microsoft 365 and Windows operating systems. Be ready to discuss common issues you've resolved in the past, as well as any experience with ticketing tools like Zendesk or ServiceNow.
✨Show Off Your Customer Focus
Since this role is all about delivering a top-notch customer experience, think of examples where you've gone above and beyond for users. Highlight your proactive attitude and how you ensure users feel supported throughout their IT journey.
✨Demonstrate Problem-Solving Skills
Prepare to tackle some hypothetical scenarios during the interview. Practice explaining your thought process when troubleshooting issues, and be ready to showcase your strong analytical skills and attention to detail.
✨Ask Smart Questions
At the end of the interview, don’t forget to ask insightful questions about the team dynamics, ongoing projects, or how they measure success in the role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.