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 focus on customer service.
- Benefits: Enjoy a competitive salary, professional growth, and a supportive work environment.
- Other info: Great opportunity to learn and develop your tech skills in a collaborative setting.
- Why this job: Make a real difference by enhancing user experiences and improving IT services.
- Qualifications: 1 year of IT support experience and a passion for problem-solving.
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.
- 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.
Service Desk Analyst in Ipswich employer: Opus People Solutions
Our client is an excellent employer, offering a supportive work culture in Ipswich that prioritises employee growth and development. With a focus on delivering exceptional IT support, employees benefit from ongoing training opportunities, a collaborative environment, and a commitment to continuous improvement, making it a rewarding place to build a career in IT.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Ipswich
✨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 interviews by practising common questions and scenarios related to IT support. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨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 or improve processes.
✨Tip Number 4
Don’t forget to apply through our website! It’s straightforward and ensures your application gets the attention it deserves. Plus, we love seeing candidates who take that extra step!
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 easiest 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
✨Know Your Tech Inside Out
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 troubleshooting techniques you’ve used. This will show that you’re not just familiar with the tools but can also handle real-world problems.
✨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 stories that highlight your communication skills and how you’ve maintained a positive user experience, even under pressure.
✨Familiarise Yourself with ITIL Principles
Understanding ITIL processes is key for this position. Brush up on incident management and problem-solving strategies. You might be asked how you would handle specific scenarios, so having a solid grasp of these principles will help you stand out.
✨Prepare Questions for Them
Interviews are a two-way street! Think of insightful questions to ask about their team dynamics, ongoing projects, or how they measure success in this role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
