At a Glance
- Tasks: Be the go-to tech support for colleagues, resolving IT issues and enhancing user experience.
- Company: Join Vp plc, a dynamic leader in equipment rental with a rich history.
- Benefits: Enjoy 25 days holiday, competitive salary, and a range of employee perks.
- Other info: Great opportunities for learning and career growth in a supportive team environment.
- Why this job: Kickstart your IT career while working with Microsoft 365 and cutting-edge technologies.
- Qualifications: 1-2 years in IT support, strong customer service skills, and a passion for problem-solving.
The predicted salary is between 36000 - 44000 £ per year.
Job Introduction
As an IT Service Desk Analyst, you will be the first point of contact for colleagues requiring technical assistance across the business.
You will provide professional, customer-focused support, resolving incidents and service requests efficiently while ensuring an excellent end-user experience.
Working within the IT Service Desk team, you will support a modern Microsoft 365 environment, manage incidents and requests through TOPdesk (ITSM), and contribute to the continuous improvement of IT services.
This role is ideal for an IT professional with 1-2 years of Service Desk or IT Support experience who is looking to further develop their technical skills and progress their IT career.
Key Responsibilities
- Service Desk Support
- Act as the primary point of contact for IT incidents and service requests.
- Log, categorise, prioritise and manage tickets using TOPdesk (ITSM).
- Deliver high-quality support via telephone, email, remote support tools and face-to-face interactions.
- Take ownership of incidents through to resolution, ensuring regular communication with users.
- Escalate complex issues to senior IT teams where appropriate.
- Microsoft 365 Support
- Provide first-line support for Microsoft 365 applications and services.
- Support users with Outlook, Teams, One Drive and Share Point related issues.
- Assist with Microsoft 365 account administration, licensing and access requests.
- Troubleshoot email delivery, mailbox access and collaboration platform issues.
- Support Microsoft Teams meetings, telephony and conferencing services.
- User Administration & Identity Management
- Create, amend and disable user accounts.
- Manage password resets, account unlocks and access permissions.
- Support Active Directory and Microsoft Entra ID administration tasks.
- Assist users with Multi-Factor Authentication (MFA) enrolment and troubleshooting.
- Endpoint & Device Support
- Diagnose and resolve issues affecting Windows 11 devices.
- Support laptops, desktops, printers, mobile phones and peripheral devices.
- Assist with hardware replacements, device builds and deployments.
- Maintain asset records and equipment inventories.
- Incident & Request Management
- Ensure incidents and requests are handled in accordance with agreed service levels (SLAs).
- Monitor ticket queues and maintain accurate case records.
- Identify trends and recurring issues for escalation or problem management review.
- Contribute to service reporting and performance metrics.
- Knowledge Management
- Create and maintain knowledge base articles within TOPdesk.
- Document troubleshooting steps, resolutions and known fixes.
- Share knowledge across the Service Desk team to improve first-contact resolution rates.
- Security & Compliance
- Follow all IT security policies and procedures.
- Support cyber-security initiatives, including user awareness and MFA adoption.
- Escalate suspected phishing, security incidents or data protection concerns.
- Ensure compliance with company policies and relevant regulatory requirements.
- Continuous Improvement
- Identify opportunities to improve Service Desk processes and user experience.
- Participate in project work where required.
- Contribute ideas that improve efficiency, self-service and knowledge sharing.
Essential
- What We’re Looking For
- Minimum 1-2 years' experience in a Service Desk, Helpdesk or IT Support role.
- Experience using an IT Service Management (ITSM) platform such as TOPdesk, Service Now, Halo ITSM or similar.
- Strong customer service and communication skills.
- Experience supporting Windows desktop operating systems.
- Experience troubleshooting Microsoft Office and Microsoft 365 applications.
- Experience managing user accounts and passwords.
- Ability to prioritise workload effectively and manage multiple tasks simultaneously.
- Strong troubleshooting and problem-solving skills.
- Good understanding of ITIL-based support processes.
- Microsoft 365 Skills & Knowledge
- The successful candidate should have practical experience or strong working knowledge of:
- Microsoft 365
- Outlook
- Teams
- One Drive
- Share Point Online
- Microsoft Office Applications
- Microsoft Administration
- Microsoft 365 Admin Centre
- User and licence management
- Exchange Online fundamentals
- Microsoft Entra ID fundamentals
- Identity and access management
- Security & Collaboration
- Multi-Factor Authentication (MFA)
- Password and account security
- Microsoft Teams collaboration tools
- Access provisioning and permissions management
Desirable Skills
- Active Directory administration.
- Microsoft Entra ID (Azure AD).
- Microsoft Intune or Endpoint Management.
- Mobile device support (i OS and Android).
- VPN and remote connectivity troubleshooting.
- Hardware deployment and asset management.
- Knowledge of cyber-security best practices.
- Experience supporting hybrid working environments
- Preferred Qualifications
- ITIL Foundation.
- Microsoft 365 Fundamentals (MS-900).
- Microsoft Azure Fundamentals (AZ-900).
- Comp TIA A+.
- Relevant IT apprenticeship, college qualification or degree.
- Personal Attributes
- A customer-first approach
- Strong verbal and written communication skills
- Professionalism and accountability
- A positive and proactive attitude
- Excellent attention to detail
- A willingness to learn and develop new skills
- The ability to remain calm under pressure
- Strong teamwork and collaboration skills
- What We Can Offer You
- Salary sacrifice pension
- 25 days holiday (increases with service), plus bank holidays & 1 extra day to be taken in the month of your birthday
- Additional holiday purchase scheme
- Free Tool Hire
- Life Assurance cover 3x salary
- Share save scheme
- Eye care vouchers
- Recommend a friend scheme
- Learning & Development – commitment to upskilling and developing our people, structured in house training available alongside external training where required
- Cycle to work scheme
- Long service recognition
- My Vp discounts – a variety of discounts and rewards on thousands of well-known brands
- Discounts on HP products
- EE mobile contract discount offers
- Gym discounts
- Health Shield (discounted premiums on health care cash plan)
- Employee Assistance Programme
- Virtual GP Service
- Will Writing & Funeral Concierge Service
- Regit Assist 24/7 accident helpline – free joining
- All the above benefits are managed through our Employee Engagement Platform – Spotlight
- A Little Bit About Us
Established in 1954, Vp plc has evolved into a dynamic group of companies with expertise in equipment rental.
Our organisation encompasses eleven prominent operating divisions: Airpac Rentals, Brandon Hire Station, Hire Station, MEP Hire, ESS, Groundforce, TPA, Torrent Trackside, Vp Rail, UK Forks and CPH.
Across these divisions, we proudly provide an extensive range of specialist products and comprehensive services tailored to various industries.
Our offerings cater to diverse sectors such as construction, civil engineering, rail, water, oil and gas, outdoor events, and housebuilding.
With a rich history and a commitment to excellence, Vp plc is your trusted partner for all your equipment rental needs.
Vp plc is an equal opportunities employer.
We believe passionately that employing a diverse workforce is central to our success.
We make recruiting decisions based on your experience and skills.
#J-18808-Ljbffr
IT Service Desk Analyst (1st Line) in Harrogate employer: Vp Rail
Groundforce is an exceptional employer, offering a dynamic work culture that prioritises collaboration and innovation in the field of temporary works design. With a strong commitment to employee development, you will have ample opportunities for growth through mentoring roles and technical leadership, all while working on impactful projects across the UK and Ireland. The supportive environment fosters creativity and ensures compliance with regulations, making it a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst (1st Line) in Harrogate
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Vp Rail values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Vp Rail might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Vp Rail!
✨Direct Apply to Vp Rail
Let's not forget to apply directly through the Vp Rail website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Desk Analyst (1st Line) in Harrogate
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Vp Rail.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Vp Rail. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Vp Rail
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
