At a Glance
- Tasks: Be the go-to person for IT support, solving issues and helping users thrive.
- Company: Join a dynamic team in a hybrid role at a leading organisation in Ipswich.
- Benefits: Enjoy competitive pay, flexible working, and opportunities for personal growth.
- Other info: Great chance to learn and grow in a fast-paced, supportive environment.
- Why this job: Make a real difference by enhancing user experiences and supporting tech solutions.
- Qualifications: 1 year of IT support experience and a knack for problem-solving.
The predicted salary is between 40000 - 45000 £ per year.
Our client is seeking a IT Service Desk Analyst to act as the first point of contact for all IT support across the organisation, based in Ipswich offering hyrbid.
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 (Wi Fi, 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.
- Good understanding of Microsoft 365 (Outlook, Teams, Share Point, 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, Service Now, Jira, etc.).
- Understanding of ITIL principles and service management processes.
- Basic networking knowledge (DNS, DHCP, VPN).
- Experience supporting Saa S 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.
- #J-18808-Ljbffr
Service Desk Analyst in Ipswich employer: Schools Choice
Schools’ Choice is an excellent employer, offering a supportive work culture that values teamwork and dedication. Located at the North Wales Police HQ Canteen in Colwyn Bay, employees benefit from a friendly environment and the opportunity to contribute to the community through quality food service. With flexible part-time hours and a focus on employee growth, this role is perfect for those looking to make a meaningful impact while enjoying a balanced work-life schedule.
