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- Tasks: Be the go-to person for IT support, solving issues and helping users thrive.
- Company: Join a dynamic team in Ipswich focused on customer service excellence.
- Benefits: Enjoy a competitive salary, professional growth, and a supportive work environment.
- Other info: Great opportunity for career development in a fast-paced tech environment.
- 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 £ 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 £30,000. 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
Service Desk Analyst in Ipswich 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
✨Tip Number 1
Get your networking game on! Reach out to people in the industry, attend local meetups or online webinars. You never know who might have a lead on that perfect Service Desk Analyst role.
✨Tip Number 2
Practice your interview skills with a mate or in front of the mirror. Focus on common questions for IT support roles and be ready to showcase your troubleshooting skills and customer service mindset.
✨Tip Number 3
Don’t forget to tailor your approach! When you find a job you like, make sure to highlight your relevant experience with Microsoft 365 and any ticketing tools you've used. Show them you’re the right fit!
✨Tip Number 4
Apply through our website! It’s super easy and gives you a better chance of getting noticed. Plus, we love seeing familiar faces from our community!
We think you need these skills to ace Service Desk Analyst in Ipswich
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 Tech Basics
Make sure you brush up on your knowledge of Microsoft 365 and Windows operating systems. Be ready to discuss how you've used these tools in previous roles or how you would approach common issues. This shows you're not just familiar with the tech, but you can also troubleshoot effectively.
✨Show Off Your Customer Service Skills
Since this role is all about delivering a professional, customer-focused service, think of examples where you've gone above and beyond for users. Prepare to share specific instances where you resolved issues efficiently while keeping the user informed and satisfied.
✨Familiarise Yourself with ITIL Principles
Understanding ITIL processes is key for this position. Brush up on incident management and problem-solving techniques. You might be asked how you would handle a specific scenario, so having a solid grasp of these principles will help you stand out.
✨Practice Your Communication Skills
You’ll need to communicate technical information clearly to non-technical users. Practice explaining complex concepts in simple terms. This will not only help you in the interview but also in the role itself, ensuring users feel supported and understood.