Is Service Desk Analyst

Description:

We are looking for an experienced IS Service Desk Analyst to join a busy European IT Support team on an initial six-month contract.

This is an excellent opportunity for a customer-focused IT professional who enjoys working in a fast-paced environment, providing first-class technical support to users across multiple locations. You'll be the first point of contact for IT issues, ensuring incidents and service requests are resolved efficiently while delivering an outstanding user experience.

Working as part of a collaborative IT function, you'll play a key role in maintaining business continuity, achieving service level targets and supporting a wide range of technologies across the organisation.

Key Responsibilities

• Act as the first point of contact for all IT support requests via phone, email, ticketing system and face-to-face.
• Log, prioritise and manage incidents and service requests, ensuring accurate documentation and SLA compliance.
• Diagnose and resolve a wide range of first-line technical issues, aiming for a high first-time fix rate.
• Provide support for Windows devices, laptops, Microsoft 365 applications and mobile devices.
• Escalate more complex issues to 2nd Line and specialist support teams, providing clear troubleshooting information.
• Take ownership of tickets through to resolution, keeping users informed throughout.
• Deliver clear, professional guidance to users with varying levels of technical knowledge.
• Maintain and update knowledge base articles to improve future support efficiency.
• Identify recurring issues and contribute ideas to improve service quality and support processes.
• Work closely with colleagues across the wider IT team to ensure a consistent, high-quality support service.

Skills & Experience

We're looking for candidates with experience in a 1st Line IT Support or Service Desk environment, ideally supporting users across a corporate business.

You should have experience with:

• Windows 10/11
• Microsoft 365
• PC and laptop hardware support
• Mobile device support (iOS and Android)
• ITSM / ticketing systems (Freshservice, ServiceNow or similar)
• Active Directory (user administration, password resets and account management)
• Remote support tools