Job Overview
We are seeking a dynamic and proactive 1st Line Service Desk Analyst to join our IT support team. In this vital role, you will be the first point of contact for end-users seeking technical assistance, ensuring swift resolution of IT issues and delivering exceptional customer service. Your energetic approach and technical expertise will help maintain seamless IT operations across the organization, supporting a variety of hardware, software, and network systems. This position offers an exciting opportunity to develop your skills in a fast-paced environment while making a tangible impact on daily business functions.
Responsibilities
- Respond promptly to incoming support requests via phone, email, or ticketing systems.
- Diagnose and resolve common technical issues related to desktop support, operating systems (Windows, macOS), and hardware components.
- Assist users with software troubleshooting, including Microsoft Office applications and other enterprise tools.
- Support network connectivity issues by troubleshooting computer networking problems such as LAN, VPN, DNS, TCP/IP, firewalls, and TCP connections.
- Manage user accounts and permissions using Microsoft Office 365 and assist with password resets or account lockouts.
- Escalate complex issues when necessary while maintaining clear communication with end-users.
- Document all support interactions accurately in ticketing system.
Skills
- Strong understanding of computer networking concepts including LAN, TCP/IP protocols, DNS, VPNs, and firewalls.
- Proficiency in desktop support across multiple operating systems such as Windows (including Windows Server) and macOS.
- Hands-on experience with Microsoft Office 365 and user account administration.
- Knowledge of software troubleshooting techniques for common applications like Microsoft Office suite.
- Familiarity with remote management tools for deploying updates or managing hardware/software assets.
- Excellent communication skills to provide clear guidance and support to end-users of varying technical backgrounds.
- Ability to analyze issues quickly using strong problem-solving skills while maintaining a positive attitude under pressure.
Qualifications / Experience (advantageous)
- Microsoft Fundamentals
- ITIL Foundation
Join us as a Service Desk Analyst and become a key player in delivering reliable IT support that empowers our organization’s success!
Pay: From £25,420.00 per year
Benefits:
- Casual dress
- Company pension
- Flexitime
- Free parking
- On-site parking
Work Location: In person
