Service Desk Analyst

Description:

As a 1st Line IT Support Technician, you’ll be the first point of contact for clients, delivering excellent customer service while resolving a wide range of technical issues.

You will support all systems but they're predominately Microsoft 365, end-user devices, and core IT systems, ensuring users stay productive and receive a high-quality support experience.

Key Responsibilities

• Act as the first point of contact via phone, email, and ticketing systems
• Diagnose and resolve technical issues remotely wherever possible
• Manage and maintain accurate support tickets
• Provide support across all systems but mainly Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Troubleshoot devices including laptops, desktops, and peripherals
• Support connectivity issues (Wi-Fi, VPN, networking basics)
• Escalate more complex issues to senior engineers

Your background

We are open to a range of backgrounds, as long as you combine technical understanding with strong customer skills:

You will either have:

• Some commercial IT service desk experience, or
• A HND (or similar) in IT, alongside call centre or strong customer service experience

Key Skills & Attributes:

• Strong communication and customer service skills
• Interest in IT and problem solving
• Knowledge of Microsoft 365 and Windows
• Well organised with good attention to detail
• Positive attitude and willingness to learn