Service Desk Support Analyst

Overview

The Service Desk Support Analyst provides first-line and second-line technical support to users across the organisation.

This role troubleshoots hardware, software, network, and Microsoft 365-related issues, ensuring incidents and service requests are resolved efficiently while delivering excellent customer service.

The analyst acts as the first point of contact for IT support, maintains high levels of customer satisfaction, and contributes to continual service improvement.

Responsibilities

• Log, categorise, prioritise, and manage incidents and service requests through the IT Service Management (ITSM) tool.
• Provide first-line and second-line support for desktop, laptop, mobile, application, and system-related issues.
• Troubleshoot and resolve technical problems within agreed Service Level Agreements (SLAs).
• Escalate complex incidents to appropriate technical teams where necessary.
• Monitor and manage ticket queues to ensure timely resolution and communication.
• Customer Support
• Deliver exceptional customer service through phone, email, chat, and self-service channels.
• Provide regular updates to users regarding incident progress and resolution.
• Act as an advocate for end users, ensuring a positive support experience.
• Microsoft 365 and Endpoint Support
• Support Microsoft 365 services including: Outlook, Teams, One Drive, Share Point Online, Exchange Online.
• Manage user accounts, passwords, permissions, and access requests.
• Support endpoint devices including Windows laptops, desktops, and mobile devices.
• Device and Asset Management
• Build, configure, and deploy end-user devices.
• Maintain accurate asset inventory records.
• Coordinate hardware replacements, repairs, and equipment provisioning.
• Knowledge Management
• Create and maintain knowledge base articles and standard operating procedures.
• Document troubleshooting steps and solutions for recurring issues.
• Contribute to continual service improvement initiatives.
• Compliance and Security
• Follow IT security policies and procedures.
• Support onboarding and offboarding processes.
• Identify and report security risks, vulnerabilities, or suspicious activity.
• Ensure compliance with organisational and regulatory requirements.
• Required Skills and Experience
• Technical Skills
• Experience supporting Windows 10/11 operating systems.
• Good understanding of Microsoft 365 administration and support.
• Knowledge of Active Directory and Azure Active Directory (Microsoft Entra ID).
• Experience with ITSM tools such as Service Now, Jira Service Management, Freshservice, or Remedy.
• Basic networking knowledge (DNS, DHCP, TCP/IP, VPN).
• Experience supporting printers, mobile devices, and peripheral equipment.
• Understanding of endpoint management tools such as Microsoft Intune.
• Service Management
• Understanding of ITIL principles and best practices.
• Experience working within SLA-driven support environments.
• Strong incident, request, and problem management skills.
• Soft Skills
• Excellent communication and interpersonal skills.
• Strong customer service focus.
• Analytical problem-solving abilities.
• Ability to prioritise workload and manage multiple tasks.
• Team-oriented with a proactive approach to support.
• Reasonable Adjustments

Respect and equality are core values.

We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives.

Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.

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